1     Overview of Release 26.01

Release 26.01 introduces significant platform enhancements focused on simplifying licensing, empowering content creators, accelerating workflow execution, and improving enterprise integration capabilities.

2     CareAR Platform Release Notes

2.1    Updated Licensing Model

Release 26.01 implements into the solution the updated CareAR licensing model announced in Q4 2025.

2.1.1    Why This Matters

The new model:

• Delivers more value per user license
• Eliminates confusing usage-based options
• Provides clear, predictable pricing
• Includes ServiceNow, Salesforce, and Web API access at no additional charge
• Simplifies deployment and scaling

Note: Future premium feature offerings may require an additional license fee.

2.1.2    License Types

2.1.2.1      Full Access License

Designed for power users, administrators, and content creators.

Includes:

• Host Assist sessions
• Author unlimited Instruct Experiences
• Consume unlimited private and public Instruct content

Eligible roles:

• General User
• Admin
• Analyst
• Content Creator

Minimum purchase: 3 Full Access licenses per tenant

2.1.2.2      View Access License

Designed for users who primarily consume content.

Includes:

• Consume unlimited private and public Instruct content
• Join Assist sessions (hosting not permitted — enforced in this release)

Assigned role:

• Viewer

No minimum purchase required.

2.2    Support for Multiple SSO Domains

Organizations undergoing mergers, acquisitions, or multi-brand operations can now assign multiple SSO Identity Providers (IdPs) to a single CareAR tenant.

2.2.1    What’s New:

• Support for more than one SSO IdP per tenant
• Improved flexibility for complex enterprise environments

2.3    Assist Enhancement: Annotation Tools for Authenticated Guests

Previously, authenticated guest users joining Assist sessions via desktop web did not have access to annotation tools. Now in 26.01, Authenticated guests can annotate on the video feed.

This is especially valuable for multi-party (3+) sessions.

Result: Improved collaboration during live support interactions.

2.4    EXPERIENCE BUILDER: REST API Action

REST API Action enables Content Creators to configure any button within an Experience to trigger an outbound REST API call when tapped by the user.

Supported HTTP methods:

• POST
• PUT
• PATCH

This transforms Experiences from guided workflows into transactional workflows that can update external systems in real time.

2.4.1    What It Enables

• Close Cases, Incidents, or Work Orders in ServiceNow
• Update records in Salesforce
• Send structured form data to external enterprise systems
• Trigger downstream workflows via Web APIs
• Eliminate manual re-entry of collected data

2.4.2    How to Configure REST API Action

1. Open the Experience in Experience Builder.
2. Select the button you want to configure.
3. Set the Button Action to REST API.
4. Configure the following:
   • API Endpoint
   • JSON Payload
   • Authentication method via Connector Center
     • ServiceNow
     • Salesforce
     • Web API
5. Save and Publish the Experience.

When the user taps the configured button, the REST API call executes using the stored Connector credentials.

2.5    Using Experience Memory with REST API

REST API payloads support dynamic values via Experience Memory.

2.5.1    Memory Can Be Populated In Two Ways

1. URL Parameters Append parameters prefixed with x_ Example: ?x_firstname=John
2. Form Field Mapping Map a form input field to a memory parameter (e.g., x_firstname). When the form is submitted, the parameter is updated.

2.5.2    Inserting Memory into JSON Payload

Use double curly braces:

"firstName": "{{x_firstname}}"

At runtime, the parameter resolves before the REST API call is sent.

2.6    EXPERIENCE BUILDER: Persistent Button Bar

Persistent Button Bar allows Content Creators to configure a fixed action bar at the bottom of an Experience.

If configured, the bar:

• Is always visible during the Experience
• Supports up to 4 configurable buttons
• Provides quick navigation and instant action access

Button style is text-only.

Example Use Cases

• Always return to Home or Menu
• Launch Find from anywhere
• Open a Feedback form
• Trigger key workflow actions

This improves navigation speed and reduces user friction in longer Experiences.

2.6.1    How to Enable Persistent Button Bar

1. Open the Experience in Experience Builder.
2. Select the Launch Page.
3. In the Properties panel, enable Persistent Button Bar.
4. Configure up to 4 buttons:
   • Button Label (text only)
   • Action
   • Associated action settings

By default, the bar appears on all pages.

2.6.2    Optional Page-Level Control

The Content Creator may selectively hide the Persistent Button Bar on specific pages (e.g., compliance steps or critical workflow checkpoints).

2.7    Find Within an Experience

Find enables users viewing an Experience to search for and navigate directly to specific text within the Experience.

The feature performs:

• Straight string match
• Case-insensitive search

Users can move between occurrences using Next and Previous controls.

This improves usability in content-rich Experiences.

2.7.1    How to Enable Find

1. In Experience Builder, select a button.
2. Set the Button Action to Find.
3. Save and Publish the Experience.

Any button can be configured with the Find action.

2.7.2    How Users Access Find

1. Tap the configured Find button.
2. Enter a search string in the input window.
3. Use:
   • > to navigate to the next occurrence
   • < to navigate to the previous occurrence

The Experience will jump directly to each matching instance.

2.8    Undo & Redo in Experience Builder

Undo and Redo support has been added to Experience Builder to improve editing flexibility and confidence.

Content Creators can:

• Undo up to the 10 most recent edits
• Redo actions that were undone

This reduces friction during Experience creation and encourages iteration.

2.8.1    How Undo & Redo Works

• Tracks up to 10 most recent edits
• Redo restores previously undone actions
• Undo/Redo only applies to the current logged-in session

2.8.2    Important Notes

• Publishing an Experience resets the undo history.
• Logging out of Experience Builder clears edit history.
• You cannot undo edits from a previous session after logging back in.

Undo history is session-based and non-persistent.

2.9    CareAR Insight (BETA) – Enhanced LLM Document Parsing

CareAR Insight (BETA) now uses enhanced LLM-based document parsing when documents are uploaded as Knowledge Sources.

When a document is uploaded:

• It is processed by a Large Language Model (LLM)
• Structure and content are more deeply interpreted
• Tables and complex formatting are better understood

This improves indexing quality and retrieval accuracy.

Insight remains in BETA.

2.9.1    (Optional) LLM Processing Instructions for Enhanced Parsing

Content Creators can now, optionally, provide custom processing instructions to guide how the LLM interprets a document. While not mandatory, when they are provided this allows domain-specific clarification that improves retrieval performance.

2.9.2    Example

If a document contains error codes split across two columns:

• Column 1: first two digits (12xx)
• Column 2: second two digits (xx34)

You can provide instructions explaining that the columns combine to form a complete code (1234).

This ensures the LLM correctly interprets the document structure during indexing.

2.9.3    How to Use LLM Instructions for Enhanced Parsing

1. Upload a document as a Knowledge Source in Insight (BETA).
2. Enter custom processing instructions in the provided field.
3. Save and allow Insight to process the document.

The LLM will use both the document content and your instructions to optimize understanding and retrieval.