• Capture knowledge from hotline conversations using AI: Hotline staff can convert support chats into reusable knowledge articles, which the ServiceMax AI Knowledge Access agent uses to resolve future queries consistently.

• Embedded Zinc in Windows Go application: Communication tools open inside the Windows Go interface, allowing technicians to access messaging, hotlines, connected conversations, and broadcasts without switching applications.

• Control messaging permissions in group conversations: Administrators can designate specific participants who can send messages in a group conversation, while others have read-only access.

• Zinc support for RealWear devices with hands-free communication: Field technicians can access live video calls and team communication directly from a RealWear headset, keeping their hands free during service work.

• Conditional routing with fork steps: A new Fork step in hotline bot flows enables conditional routing within a single flow, directing conversations to the next appropriate step based on configured conditions without sending a message to the user.

• Personalize hotline bot messages with context field values: Hotline chatbots support inserting ServiceMax context field values directly into bot messages, reducing repeated user input during conversations.

• Configure context retrieval fields for hotlines: Administrators can configure context-aware hotlines entirely from the Zinc admin console, without contacting ServiceMax support.

• Modernized analytics reports in the Administrative console: The Analytics section includes a refreshed set of reports with options to save views, schedule email delivery, and review a detailed hotline request timeline.

• Search for people using user property values: People search now matches user property values in addition to names, making it easier to find colleagues across the organization.

• Customize branding for Guest Connect flow: Administrators can set a custom title and logo for the Guest Connect landing page so that external users see organization-specific branding when joining through a guest link.

• Remove multiple users from the organization in one action: Administrators can select multiple users and remove them from the organization in a single step, with a confirmation dialog before the action completes.

• User interface language settings for Zinc application: Users can configure the application language independently from their device or system settings, on web, desktop, and mobile.

• Support remote user log-out through identity provider: Zinc supports remote session termination through an identity provider, enabling consistent log-out control across connected systems.

• Open Zinc conversation deep links directly in Go: Zinc conversation deep links open directly in the embedded Zinc experience within Go, reducing app switching.