Previous releases

Invoices updates:

• The Invoice information card has been reorganized.
• The State, Country field has been relabeled as State.
• Invoice numbers now include the INV prefix and display in this format: INV0000000000.
• The State, Country search parameter has also been relabeled as State.
• New search parameters are available:
  • Invoice Number
  • Customer Number
  • Bill‑to Name
  • City
  • State
  • Payment Method
  • Invoice Amount
  • Currency
• You can sort and order invoice results using the same dropdown menu options available for inquiries.
• You can export Invoice lists to Excel.
• The Invoices module now aligns with the Inquiries module:
  • Selecting an invoice card opens the Invoice Details pane on the right, allowing you to view invoice details and attachments.

User Permission for Invoices:

Invoice access now uses user permissions, similar to Reports.

• Admins can assign Invoice Admins to manage access for other users.
• Admins can grant Invoice Access to users who need access to the Invoices module.

We issued no updates to the Client360 portal with this release.

• Added Watcher as an Inquiry Setting in the Product Preferences. Administrators designate contacts as product-level watchers when they create a new contact. Client360 automatically adds those watchers to the watchlist for every inquiry opened for that product.
• Enhanced inquiry notifications. We separated Inquiry notifications into various inquiry actions. Contacts can enable or turn off inquiry email notifications in their profile settings. This lets them manage their preferences for a more tailored, efficient experience.

• Redesigned admin portal. We redesigned the contact creation and update flows. Add contacts with a guided form:
  • General Information
  • Portal Information
  • Notification Settings

• Allowed contacts to engage the Fiserv Relationship Team. Client360 contact administrators can manage engagement with the Fiserv Relationship Team. Checking this box while creating or updating contacts allows them to add Fiserv Relationship Team members as watchers on inquiries.
• Enhanced login security. Strengthened protection with updated password requirements. Passwords must range between 9 and 12 characters and cannot include the contact's e-mail. See Reset your password from log in screen or within portal for a list of all password requirements.
• Redesigned application menu. Enhanced left-side menu featuring drill-down capability for streamlined access to key functionality.
• Separated sensitive comment and attachment email notifications. You now receive separate email notifications when someone adds a sensitive comment or attachment to an inquiry.

• Voice to Text Feature available for all clients. We have now enabled the voice to text feature for all clients. This feature allows you to enter comments by voice into the Inquiry Details or Comments section of an inquiry. After you record your comment, Client360 transcribes it into the field. This enhancement provides all clients the convenience of not typing everything related to the inquiry.
• New and improved Client360 Help dropdown. We have improved the Client360 Help button at the top of the homepage so you can use it to navigate to different sections. You can now navigate to this What's New section and the Client360 Training section directly from Client360. Previously, you reached the landing page and then had to open each section separately.
• Survey responses now available in inquiry reports. Client360 reports that include closed inquiries with completed surveys now include your survey responses. Previously, you had to open each inquiry to view its responses.

• Survey results available in Inquiry Details (for select clients). If you are a user with the ability to take a survey on a closed inquiry, you can now see your survey response in the Inquiry Details. This enhancement allows both you and any Fiserv associate with access to that inquiry to recall how you felt about the resolution process. Previously, you could not view your survey results in these areas after submission.
• New default file name format when saving inquiry as PDF. When you save an inquiry as a PDF file using the Print option, the default file name is now the Inquiry Number, followed by the first 20 characters of the short description. This enhancement lets you easily sort your inquiries for future references. Previously, Client360 saved inquiries with a generic file name.
• New Relationship Team tab now available. We added a new Relationship Team tab that includes contact information for your Fiserv Relationship Team. You can also contact the Relationship Team directly from this tab. This replaces the Client Information tab, because we feel it is valuable for clients to be able to contact Fiserv from as many places within Client360 as possible.
• New phone number format in Relationship Team tab. We updated any phone number that appears in the Relationship Team tab to be more readable. Each phone number now contains dashes, rather than displaying as only digits.
• New Pending Code designed for setting up a meeting (select clients only). The Fiserv associate can now set the Pending Code for your inquiry as Pending Client Meeting. This code displays when you are in the process of setting up a meeting with Fiserv to discuss your inquiry. Previously, there was no Pending Code for inquiries in this state.

• View closed inquiries for up to 24 months (previously 18 months). Inquiries resolved before September 4, 2025, follow the 18-month retention policy; inquiries resolved on or after September 4, 2025, follow the 24-month policy.
• Allow contacts to engage Fiserv Relationship Team. Client360 contact administrators can now manage engagement with the Fiserv Relationship Team. Checking this box enables users to add Fiserv Relationship Team members as watchers on inquiries.
• Allow contacts to favorite a product. Client360 contact administrators can now allow or disallow contacts to favorite a product. Users without an admin lock can also change this setting for themselves. Checking this box enables designating a product as a favorite while creating an inquiry.
• Designate a product as a favorite. Users can now designate products from your product list as favorites, which places the product at the top of the list when creating an inquiry. You can do this in the product selection field when you create an inquiry.

• Drag Mave icon anywhere on screen. You can now click and drag our Mave chat bot icon anywhere on your screen. This allows you to access buttons in Client360 that Mave might be blocking at any given time. Previously, the Mave icon was in a fixed spot in Client360, and you could not move it.

• New IP address requirement. Client360 requires a new IP address effective August 28, 2025 if your organization uses DNS entries on your firewall. The IP address is 176.100.189.213. Please refer to the whitelisting page and KB0251253 for more details.

• Add your Fiserv Relationship Team members as watchers on an inquiry (pilot phase for select clients). You can now add members of your Fiserv Relationship Team to your inquiry's watchlist. This lets Client360 notify your Relationship Team whenever an action occurs on an inquiry, leading to quicker action if you need them. Previously, you could not add your Fiserv Relationship Team members as inquiry watchers, and you would need to contact them separately.
• Banner message updates displayed on landing page. Whenever there is an important update that could potentially impact Client360, Fiserv displays the related information as a banner message. The message is visible at the top of your landing page and stays there until you close it or the message is past validity. This enhancement ensures that you hear about anything impacting Client360 as soon as possible. Previously, you would need to contact Fiserv or view client communications for these updates.
• Notifications option renamed in Portal Information settings. When you edit your Portal Information settings, or those of a contact if you are an administrator, you will see (Service Interruptions and Publications) next to the Notifications option. This is in response to confusion about whether this option refers to email notifications. Previously, the option only said Notifications, which generated questions about whether this referred to email notifications from Client360.

• Revised criteria for inquiry update email notifications (delayed from May 2025 release). We updated the notification criteria, so you will only receive Client360 email notifications for relevant updates that require your action, instead of notifications for every inquiry action. Previously, any action on an inquiry would trigger an update email notification.
• Reset your password within the portal. You can now reset your password within the Client360 portal. If your password is expiring or you want to change it for any other reason, this enhancement ensures that you no longer have to leave the portal to do so. Previously, you could only reset your password from the Log In screen.

• New Inquiry Action dropdown within inquiry. We added a dropdown called Inquiry Action within each inquiry. This dropdown displays different actions depending on the inquiry state. Previously, you had to scroll to the bottom of the inquiry to select inquiry actions.
  View images

  

  

• Print out a full Knowledge Article. We added the capability to print out a full Knowledge Article. This enhancement adds convenience for any users at your financial institution who prefer a hard copy of an article. Previously, you could only view a Knowledge Article on your screen without printing it.

• CONFIG file attachments no longer supported. Client360 no longer supports uploading CONFIG attachment types to an inquiry. This is in response to concerns about using that file type. We added a message to the Add Attachments window instructing you what to do if you try to upload an unsupported file type. Previously, you could upload CONFIG attachments to an inquiry.

• Sensitive comments included when printing inquiry. When you print an inquiry, any comments classified as sensitive now appear in text form. This allows you to view sensitive information within an inquiry without being limited to your computer. Previously, Client360 did not include sensitive comments when you printed an inquiry.

• New email templates for Pending Client Information and Pending Client Validation. When an inquiry updates to either of these pending codes, you will receive a different email notification than before. This enhancement helps Fiserv provide more detail on what they need from clients during the inquiry resolution process. Previously, the same email notification would come through for any Pending Code update.

• Fiserv associates can no longer update Inquiry Urgency. We removed the capability for Fiserv associates to update the Inquiry Urgencyon an inquiry. This guarantees that your sense of urgency regarding your inquiry stays the same and leads to quicker resolution. Previously, Fiserv associates could update this field at any time.

• New help page URL. Our Client360 Help Page site has a new URL. Please update your bookmarks and visit us at: https://cst-virtualtrainer.fiservapps.com/client360/. The website is live but will soon require login credentials.

• New Professional Services Reporting Category. We developed a new inquiry Reporting Category known as Professional Services. We use this category for any inquiry that involves Fiserv providing paid assistance or follow-ups to current clients. If an inquiry is under this category, you will see the category in the Inquiry Details window. It is also now available when you filter by Reporting Category in the Inquiry Dashboard.

• Client360 mobile version released. We have now developed a mobile version of the Client360 application. This allows you to perform your Client360 tasks even if you are away from your computer. See the Client360 Mobile section for details on all of the mobile version's functions.

• Sensitive data check excludes special characters. Client360 no longer classifies special characters as digits when performing a sensitive data check. This avoids Client360 hiding important details that users should be able to see, such as phone numbers for client contacts, in the Comments section of an inquiry. For Social Security Numbers and card numbers, Client360 still classifies the dashes as sensitive since they are part of either number. Previously, Client360 would count all special characters as digits when determining whether a comment was sensitive.

• Search for inquiries. You can now search for inquiries by Inquiry Number in Client360. This change applies for both regular inquiries and merchant inquiries, depending on which ones you can access. This saves you time and clicks when navigating to inquiries. Previously, you could only access inquiries by navigating to the Inquiry Dashboard.

• Clone a contact (admin users only). If you are an admin user, you can now clone any contact from the Contact List. This allows you to create a new contact with the same permissions as the one you cloned. Previously, to create a new contact with the same permissions as a current contact, you would need to manually set up the new contact's permissions.

• Ability to support .config files. Client360 now supports .config files. This allows you to upload and attach .config files, along with other file types, within inquiries. Previously, Client360 did not support .config files.

• New landing page for Client360 Help. When you select Client360 Help from the top of any page in Client360, the link navigates you to a new landing page. This landing page contains separate links for each region that Client360 covers.

• Enhanced search for technical documentation. When you select the Technical Documentation tab after performing a search, Fiserv's technical documentation portal automatically opens in a new browser tab. Additionally, technical documentation results also display within your Client360 page. This enhancement provides a direct path to the documentation solutions you need. Previously, you could only access the technical documentation portal by selecting one of the results from within Client360 or manually navigating to the URL.

• Label a comment as sensitive in real time. When commenting on an inquiry, you can now check a box to indicate that the comment is of a sensitive nature. Client360 then automatically masks the comment when you submit it. Previously, there was no way to initially label a comment as sensitive.

• Email notifications for changing inquiry contact. When someone updates the Contact Name on an inquiry, either in InquiryPoint or Client360, the new contact, as well as anyone on the inquiry's watchlist, receives an email notification indicating that they are now the point of contact. This helps client contacts keep track of their inquiries even more closely. Previously, the contacts would have to go into the Inquiry Dashboard to see these inquiries.

• New option to export contact list for administrators. Client360 contact administrators can now export the list of contacts for their financial institution. This lets the administrator view contact information at any time outside of Client360. Previously, administrators could only view the contacts list in Client360. There was no option to export this list.

• Expand text box for Inquiry Details and Sensitive Comments fields. You can now expand the text box for the Inquiry Details and Sensitive Comments fields while creating an inquiry. This lets you view all text you enter into those fields at once and eliminates the need to scroll. Previously, there was no way to expand this text box.

• Access to Knowledge Article on how to report service interruptions. We added a link on the Service Interruptions page to a Knowledge Article, KB0243175, that describes how to report a production-impacting incident with your product. This is beneficial for when an incident has occurred, but you do not see it on this page.

• View all current Service Interruptions regardless of Product Preferences. Client360 now displays Service Interruptions for all products in the Product Health dashboard, regardless of the user's Product Preferences. This change ensures that users are kept up to date with everything going on for all their products. Previously, users could only view Service Interruptions for a certain product if they checked the Service Interruptions box for that product in their Product Preferences.

• Edit Contact Name within inquiries. All associates can now edit the Contact Name within an inquiry. Previously, only a Client360 administrator could make this change. Due to this enhancement, whenever an inquiry contact changes for any reason, any user who is available can update the Inquiry Details to reflect this. This saves time over having to wait for a Client360 administrator to make the change.

• Due Date field for implementation inquiries. All implementation inquiries now contain a Due Date field. The field displays on the inquiry card and within the Inquiry Details. It also appears for any implementation inquiries that you export from the My Inquiries, All Inquiries, or My Watchlist tab, as well as in any inquiry reports you create. This enhancement allows you to quickly identify when your financial institution or Fiserv must provide requested information or deliverables related to the inquiry. Previously, there was no way to tell due dates for these items just by viewing the inquiry in Client360.

• Access publications page from search. The Client360 search now supports publications in addition to Knowledge Articles, technical documentation, and SIG answers. When you enter a publication number in the search bar on the landing page, Client360 directs you straight to the Publications tab and displays the search results. Previously, you would need to navigate to the Publications tab in the Quick Access menu to view this information. If you entered a publication number in the search bar before, Client360 would direct you to the Federated Search tab.

• Export Contact Name from My Inquiries, All Inquiries, or My Watchlist. When you export a list of inquiries from the My Inquiries, All Inquiries, or My Watchlist tab, the export now includes the Contact Name field. This enhancement allows you to easily identify the contacts for each inquiry on one page. Previously, you had to refer to each inquiry within the Inquiry Dashboard to identify the associated contact.

• Increased visibility for masking and unmasking of sensitive data button. We updated the eyeball icon that allows you to mask and unmask sensitive data within inquiry comments. This is in response to feedback we received regarding this icon's visibility. The text Show Sensitive Comment displays next to the eyeball if the comment is currently hidden. Hide Sensitive Comment displays if the comment is currently visible. This change makes this command easier to see when you first navigate to the page.

• Set Admin Lock when creating or editing a profile template. Client360 administrators now have the option to select an Admin Lock for individual products when creating or editing a profile template. This allows administrators to lock product settings for a specific end user within the template and eliminates the need to go back to the individual user's Product Preferences page. Previously, administrators would need to create or edit the template and then go back to the product preferences to select Admin Lock.

• My Watchlist tab on home page. The My Watchlist tab now displays in the Inquiries section of the home page. This allows you to view inquiries you are watching without having to leave the home page. Previously, you had to navigate to your inquiry dashboard to view your watchlist.

• Mask and unmask sensitive data. Client360 now automatically masks any data tagged as sensitive. The masked data displays as entirely asterisks. If you entered the sensitive data yourself or have permissions to view sensitive data, you can select an icon to mask or unmask the data any time you want. This prevents unwanted users from seeing the details of sensitive comments. Previously, Client360 did not mask sensitive data, allowing any user to see it.

• Blue Back button in New Inquiry window. We changed the background color of the Back button in the New Inquiry window to blue. The button is now easier to see since it stands out from the rest of the page. Previously, the Back button had a gray background, which made it harder to distinguish from the rest of the page. Users would often miss this button and select the back button in their browser, which would cause them to leave the inquiry altogether rather than going back to the previous step.

• Product field on service interruption cards. We added a Product field to the service interruption cards that appear on the home page. This lets you determine at a glance which products the interruption impacts. Previously, you had to open the full communication to view impacted products.

• Timeout warning indicator on browser tab. When a user has Client360 open in their browser, but is currently in a different tab, a triangle appears on the Client360 tab indicating that the session is about to time out. This tells the user to go back to Client360 and refresh their session. Previously, there was no indicator, so users would navigate back to Client360 to find their session already timed out.

• Select anywhere on card to view details of featured articles, publications, and service interruptions from View All window. After you select View All next to Featured, Publications, or Service Interruptions, you can select anywhere in an individual card to view the details of that item. Previously, you could only view the details of one of these items by selecting the hyperlink within the card.

• Unread indicator on Service Interruptions, Publications, and Featured items. We added an indicator to any items in the Service Interruptions, Publications, and Featured section that identifies those items as unread. You can also manually mark items as unread or read to make this indicator appear or disappear. Previously, there was no way to determine whether you read an item from these sections.

• Open invoices in a new tab (SAP clients only). When you select an invoice, by either selecting anywhere on the card or the Invoice Number, Client360 opens the invoice in a new tab. This lets you easily switch between the main Invoices page and individual invoices when needed. Previously, you could only expand an invoice within the same tab.

• Add Featured Knowledge Articles as favorites. You can now add a Knowledge Article from your Featured section as a favorite. Previously, you could only add Knowledge Articles that you found via search as favorites.

• Request to add a product to your personal profile (admin only). If you do not see a product in your personal profile, you can now request to add it. This creates an inquiry for Fiserv to add the product. Previously, there was no way to request a product that was not already in your personal profile.

• Access service interruption details directly from pop-up message. If a product for which you are creating an inquiry is related to an active service interruption, you can select a link in the pop-up message to view interruption details. Previously, you had to close the message and return to the homepage or the Service Interruptions tab in the Quick Access Menu.

• Product Health section in Service Interruptions tab. We added a Product Health section to the Service Interruptions tab, where you can view active communications at a glance. Previously, you could only view active communications along with those recently resolved.

• Search from any page. You can now search the Knowledge Base from any page within Client360. Previously, you could only search from the home page or open the Knowledge Base in a separate tab.

• Featured content. You can now see relevant content customized to your product at the top of the home page. Previously, you could only find relevant content by searching and possibly filtering the results.

• Access publications directly from the home page. You can now easily get to publications directly from the home page, in addition to the Quick Access menu. Previously, you could only get to publications from the Quick Access menu.

• Favorite Knowledge Articles. You can now favorite a Knowledge Article for quick access in the future. Previously, you had no option to favorite an article and would have to search for it every time you wanted to view it.

• Favorite Articles list. We added a Favorite Articles list to the Quick Access menu. Any Knowledge Article you add to your favorites now appears in this list.

• View Client360 admins. You can now view a list of Client360 admins at your institution by selecting the Client360 Admins option in the Quick Access menu. Previously, you had to contact Fiserv to find out your institution's admins.

• Access Admin portal from personal profile (users with admin privileges only). We placed the Admin button under your personal profile to give the home page a cleaner look. Previously, the button was visible on the home page.

• Open a Knowledge Article in the current tab or a new tab. When you select a Knowledge Article from the home page, the system gives you the option to open the article in your current tab (Open in Client360) or a new tab (Open in new tab). This saves space on your screen by not having multiple tabs open. Previously, you could only open a Knowledge Article in a new tab.

• Create inquiries from two places. You can now create inquiries from both the home page and the Inquiry Dashboard. This increases accessibility and helps you avoid closing out of a page or going back to create an inquiry. Previously, you could only create inquiries from the home page.

• View suggested resources in Inquiry Assistant when creating an inquiry. As you create an inquiry, Inquiry Assistant now displays suggested resources on the left side of your screen as you enter details. These resolutions are based on a search that Inquiry Assistant performs using keywords from your inquiry details, mainly the Short Description. You can select any content card to view that content in a new window or select See more articles to open the full Knowledge Base. This feature can help you resolve your issue without opening an inquiry if the suggested resolutions are correct.

Do You Mean (DYM)

Cut down on your search-query time with the new Do You Mean (DYM) feature. Use the auto-complete content suggestions that now appear when you use the Federated Search.

All changes in this release were related to minor updates and fixes.

Collapse the Quick Access menu

On the landing page, you now have the option to collapse the details pane on the right side of the screen.

New client defined field

We have added a new client defined field. You can update this field even after creating an inquiry. Use this field to manage items such as mergers.

How to update the client defined field

1. On the Inquiry Details tab, under Client Defined Field, select (edit).

   View image

   

2. Enter the new value.

   The Client Defined Field is free-form and supports up to 20 characters.

3. Select Submit.

Updates to the timeline

We have made several updates to the inquiry timeline. You can now see actions related to:

• Downloading attachments.

• Billing.

• The Validation date.

Admin portal

Client360 administrators are now able to manage their client contacts using the Admin portal.

For more information on using the Admin portal, view the Admin portal section.

Dashboard updates

We have made a few changes to the inquiry dashboard. You'll notice new fields visible on the inquiry cards

View image

The new fields include:

• Updated By

• Inquiry Urgency

• Validation Date

New and updated fields

We've made some changes to several fields in this release.

New fields

When you create or view an inquiry, you will see a few new options.

• Inquiry Urgency

Inquiry Urgency

When you create an inquiry, you must set the Inquiry Urgency. This helps us prioritize and respond to inquiries appropriately. After you create an inquiry, if you would like to change the Inquiry Urgency, you must discuss the change with a Fiserv associate by commenting within the inquiry.

Inquiries that were created before this field existed have been given an Inquiry Urgency of 4 - Low by default. To request a change to the Inquiry Urgency, leave a comment within the inquiry.

Suffix Field

The Suffix Field appears for Implementations inquiries only. Use this field when the program involved has identifiers in addition to the version number. For example, if an error occurs in the UAT environment, enter UAT in the Suffix Field.

Updated Fields

We have made changes to several fields to make them more efficient and improve standardization.

Standardized fields

We have standardized many field names across the system. These are minor changes to ensure a consistent experience when submitting inquiries for different programs. The fields will function the same as they did before, despite having slightly different names.

The fields we standardized include:

• Created Date & Create By

• Updated Date & Updated By

• Contact Name

• Details

  • Inquiry Details

  • Task Details

  • Defect Details

  • Recreation Details

• Client Name

• Client360 ID

• State

  • Inquiry State

  • Defect State

  • Task State

  • Billing State

  • Broadcast State

• Resolve Date & Reopened Date

Relationship team updates

We've made some changes to the Relationship Team tab of the Client360 portal.

Relationship Team order

The Relationship Team will now appear in the following order:

1. Relationship Manager

2. Sales Executive

3. Client Success Partner

4. Client Success Manager

If multiple associates fill one of these roles, they will appear in alphabetical order. For example, if you have multiple Success Partners, they will appear in the Relationship Team tab following the Sales Executive, in alphabetical order.

Product Line field

We have removed the field for Product Line within the Relationship Team tab of the Quick Access menu.

View client reference numbers

You can now view reference numbers for your institution, such as your client ID and DUNS ID.

From the Quick Access menu, select (Client References).

If you are a contact for multiple clients, all client reference numbers appear here. Your primary client appears first, followed by your remaining clients.

You can request other numbers in addition to your DUNS ID number. Contact your Relationship Manager for more information.

Manage the Relationship tab

When you log in to Client360, the first thing that appears in the Quick Access menu is your relationships.

For clients with a Success Partner, you can now find them in this pane.

To update your Relationship Team or toggle the visibility of this tab of the Quick Access menu, contact your Client Relationship Manager.

Admin Portal

Client360 administrators are now able to manage their client contacts using the Admin portal.

For more information on using the Admin portal, view the Admin portal section.

Updated user interface

We have made changes to the user interface. The primary goal of these changes was to improve readability and consistency.



View updated inquiries

We have updated the dashboard to help you focus on the important items in each progress category. You will no longer see a red dot to indicate an updated inquiry. Instead, you can filter for recently updated inquiries by viewing the Updated section of the inquiry dashboard.



Updated inquiries also appear in the Open section.

Updates to inquiry forms

There are a few new changes you will notice when editing inquiry details.

Expanded description field

The description field now supports up to 8,000 characters.

Missing information in required field

When you create or edit an inquiry, there are several required fields (marked with a red asterisk). If you attempt to submit or save your changes without completing all the required fields, the system will now indicate which fields are missing information.

View publications

You can now find client communications regarding your products under Publications () in the Quick Access menu.

Here, you see a list of published client communications sorted from most to least recent.



Select a publication to read the full article.

Interact with Mave

When you ask Mave a question, she provides you a list of videos and Knowledge articles related to your question. Now, you can request more links if you haven't found your answer.



Custom inquiry reports

You can now create custom reports regarding inquiries for your organization.



Learn how to create a custom report

Custom inquiry reports

You can now create custom reports regarding inquiries for your organization.



Learn how to create a custom report

Comments and attachments icons

You can quickly tell how many comments or attachments an inquiry has from the inquiry details ribbon. The number of comments or attachments appears in the top right corner of the tab.



Interact with Mave

When you ask Mave a question, she will give you a few hyperlinks for videos and Knowledge articles that may answer your question. We have updated the hyperlinks to display only the title of the article or video, rather than the entire link.

Get notified when associates attach Knowledge articles

You will now receive a notification when Fiserv associates attach Knowledge articles to your inquiry. The system will also add a comment to the inquiry.

Automatically remove sensitive comments

After an inquiry has been closed for 90 days, the system will automatically remove any sensitive comments.

New pre-made reports

There are two new pre-made reports available in the Reports section.

Report	Description
Inquiry Transfer	History of when inquiries changed hands
Billing	Billing information related to the inquiry

AI enhancements

We are constantly making updates to Mave, our virtual assistant for Client360.

With this release, Mave can now direct you to Knowledge articles, videos, and content related to your search.

Restrict access to the Client360 portal by whitelisting IPs

Restrict access to Client360 by sending approved IP addresses to the Client360 team. Only the IP addresses on this list can access your company's client portal login screen.

You do not need to take action if you do not wish to restrict access to the login screen for your company's client portal.

Quick Access menu

Client360 introduces a new way to quickly access your most frequently used functions.

Select this icon...	To view this from the Quick Access menu.
	Your relationship team
	Client references
	Publications
	Invoices
	Your product information
	Your reports

Use Client360 to resolve inquiries

We upgraded your inquiry process by implementing the new Client360 experience. Client360 provides access to all the activities you remember, but elevates the experience to help you get the answers you need faster than ever. See Navigation to view information regarding navigating through the new Client360 interface.

View the options below for a brief introduction to the new Client360 interface.

Sign in and select New Inquiry to open an inquiry (previously referred to as "case").



Select My Inquiries to view your cases. Select All Inquiries to view all inquiries for your organization.

• You can filter your inquiry lists by category: Pending Action, Pending Close, Open, Updated, or Total.
• You can use the Type to search a inquiry field to search the selected category for a specific inquiry.
• Selecting an inquiry from the list opens it in the Inquiry Details pane.



Select your name from the upper-right corner of the program to update your profile.



You can now use the How can I help? search bar to search Knowledge for a potential resolution before submitting a new inquiry.

Additionally, the new Contact Us feature provides you with a fast way to ask questions and locate real-time answers from our virtual assistant, Mave, without picking up your phone. Select Contact Us to ask Mave a question today!

Navigate

Enter a question or other search criteria into the How can I help? search bar to search Knowledge and help resolve a situation before ever opening an inquiry.

Contact Us provides you with a fast way to ask questions, and locate real-time answers, without picking up your phone. We've trained our virtual assistant, Mave, to find the answers to your questions, so select Contact Us to chat with Mave today!

Read more about navigate.

Activity status timeline

Now, you can easily track what has been happening with an inquiry. Within the inquiry details, we've added a new tab called Activity Timeline. Here, you can find a plethora of information, including when the inquiry was transferred and to whom.

View image