Objective
Update the staff-facing Litify Knowledge Center so staff know how to use the new RingCentral panel on Matter and Intake records.
What changed
- Updated the existing published Knowledge__c record
Guide - RingCentral Communications in Litify.
- Kept the guide in
Litify Usage & Best Practices as a Guide / SOP for Attorney, Case Manager, Legal Assistant, Intake, Everyone, and Operations Administration audiences.
- Replaced stale iframe, SMS, and History wording with the current workflow: RingCentral first in the sidebar, Text default, Call History label, Text Templates, Salesforce-rendered text bubbles, and no auto-dial from Litify.
- Preserved legacy guidance: do not delete old Dialpad, SMS Magic, or legacy communication records.
Live record
- Salesforce record:
a5mUV0000005nphYAA
- Published status:
Published
- Next review date:
2026-08-27
Verification
- Live readback confirmed the published guide has the current labels and workflow language.
- Live readback confirmed stale embedded-window and iframe support language is gone.
- Live readback confirmed duplicate title count remains one.
Rollback
Rollback artifacts are in /Users/samaguiar/Documents/Projects/Repos/sail-litify/Litify_AI_Integration_Project/analytics/knowledge-ringcentral-panel-guide-2026-05-27/ with prechange.json, summary.json, records.psv, and rollback_template.psv.