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Exciting update!

Software infrastructure that’s evolved for the AI era.

Computer by DevRev

Your command center for customer support.

Computer+ Support

Build, test, and release with clarity and focus.

Computer+ Build

Customer Support Agent

Computer+ Observe

Connect tools, automate work, and extend your experience with add-on modules provided by DevRev.

Snap-ins

Empowering you to experience the power of Conversational AI

DevRevU

Changelog

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An intermediate-to-advanced course focused on the behavioral, operational, and automation capabilities of Slack integration in DevRev. Covers integration caveats, conversation roll window behavior, sync rules and edge cases, message actions versus slash commands, customization impact on Slack forms and summary cards, incident AI agent integration, workflow automation capabilities, and community workspace support. Includes practical guidance on troubleshooting sync behavior, configuring automation workflows, and optimizing Slack-based collaboration across teams. Features a knowledge assessment and quiz. Prerequisite: Slack Integration 101 – Setup and Support course. Course link: https://devrevu.reach360.com/share/course/21bec289-2b80-4d8d-a8ad-2af3eafa7765

DevRevU Course: Slack integration 201 – Sync, automation, and customization

A comprehensive readiness course for Customer Success Managers (CSMs), Customer Support, and Applied AI teams to confidently support Computer customers. Covers Module 1 – Meet Computer (AI teammate overview, capabilities – search/answers/actions, AirSync/Memory/Foundational Services architecture). Module 2 – Setting Up Computer (download/install/access across desktop, web, mobile, and in-app surfaces; customer onboarding flows with 4 sign-up options). Module 3 – How Computer Works (connectors setup and marketplace, helping customers realise value with categorised query examples – count/aggregation, filter/search, distribution/breakdown, customer-specific, agent/assignment, time-based, satisfaction/quality, and multi-filter queries for both tickets and issues; authorization and authentication trust model – AuthN vs. AuthZ). Module 4 – Competitive Intelligence (Computer vs. customer support tools, operations tools, and sales tools comparisons). Module 5 – Measuring Usage (usage metrics dashboard – question count, workflow executions, action count, engagement; additional resources including CSM+AAI onboarding kit, support queries, brochures, competitive battlecards). Includes a 9-question quiz and feedback form. Course link:  https://devrevu.reach360.com/share/course/ceaa6284-e404-4675-a24c-8053d4b459d7

DevRevU Course: Computer Launch Readiness – Your Complete Guide

A comprehensive, scenario-driven training course for support professionals using DevRev's platform and Computer AI. Structured across 5 modules and 35 lessons: Module 1 – Pick Up the Customer Ticket/Conversation (understanding your workspace, pinned views, prioritizing tickets by SLA/sentiment/escalation, tracking updates via notifications and activity feeds, leveraging vistas for workload management). Module 2 – Information Gathering and Context Building (AI summarizer for ticket threads, understanding customer information – support tiers/account details/relationship status, ticket type and SLA awareness with subtype auto-population, accessing past ticket and conversation history, leveraging recent customer sessions). Module 3 – Customer Issue Resolution (converting conversations into tickets, creating linked engineering issues, collaborating via internal discussions, leveraging historical knowledge, using Computer for knowledge base articles and SOPs, sharing knowledge with customers, managing tickets efficiently). Module 4 – Draft Customer Response (using macros for templated responses, drafting from the omnipresent surface, enhancing tone and language with AI, communicating resolutions effectively). Module 5 – Post Resolution Activities (capturing customer feedback with CSAT, linking knowledge articles for analytics, creating articles for undocumented solutions). Includes hands-on assessments after each module, scenario-based knowledge checks, and a final quiz. Course link:  https://devrevu.reach360.com/share/course/d2ccd219-99c4-4be7-a11b-bf75e3268391

DevRevU Course: Computer for Support Teams

A comprehensive course on using Computer, DevRev's AI teammate. Covers Module 1 – Meet Computer (what Computer is, capabilities overview – search, answers, actions, co-creation, file upload, web search, conversational analytics/text-to-SQL, actions with human-in-the-loop approval; use cases for support teams, sales teams, operations teams, customer support resolution, and service desk automation). Module 2 – How Computer Works (architecture overview, mobile experience on Android and iOS, three core pillars – AirSync for real-time data sync, Memory as the intelligent knowledge graph, and Foundational Services for search/retrieval/automation/reasoning). Module 3 – Setting Up Computer (surfaces – desktop app, web app, mobile app, in-app sidebar; onboarding steps). Module 4 – Connectors (what connectors are, marketplace, setup steps, connector examples – MS Teams, Google Calendar, Slack; self-serve connectors including Notion, Google Drive, SharePoint, OneDrive, Jira Cloud). Module 5 – Core Capabilities (getting results with role-based prompts, actions – create/link/update/comment, generate with Computer, analyze external documents, chat history, tips and tricks). Module 6 – Security (system preferences, data control and security). Includes a quiz and feedback form. Course link: https://devrevu.reach360.com/share/course/48537546-f313-4ea8-a5b7-ee1ecb93da5c

DevRevU Course: Computer by DevRev

A comprehensive course on DevRev's object customization framework. Covers the DevRev object model (Identity, Parts, Work pillars, knowledge graph, stock fields), introduction to customization (additive customization principle, customization capabilities), schema fragments (tenant fragments vs. custom type fragments, when to use each), creating subtypes (subtype identity, benefits, managing subtype fields, deprecating and restoring subtypes, UI hints – display_name, description, placeholder), custom objects overview, and managing stages (states – Open/In Progress/Closed, custom stages, stage diagrams with directed transitions, start/end stages, assigning stage diagrams to subtypes, real-world escalation workflow example). Includes supported field types reference (text, tokens, bool, int, double, date, timestamp, enum, rich_text, id). Features a 10-question assessment and hands-on activity. Course link:  https://devrevu.reach360.com/share/course/8a48de86-0b3a-4431-9e6d-7c2659484401

DevRevU Course: Customization – Fields, Stages and Subtypes

A practical course on setting up and managing DevRev's email integration for customer support. Covers email integration fundamentals and supported providers (Google Workspace, Microsoft Outlook, Yahoo Mail, Zoho Mail, custom domains), snap-in installation from the marketplace, connection types (email service connection with DNS verification, Google OAuth connection, SendGrid API key connection), DNS configuration (SPF, DKIM, CNAME, DMARC – 6 records explained), snap-in settings (support email address, ticket vs. conversation mode, default part/owner, email signatures, auto-reply, forwarding setup), email communications and management (email composer toolbar, To/CC/@mention recipient management, email threading behaviour via headers and subject matching, attachment handling with 25MB limit and file links, email status tracking – Sent/Delivered/Bounced), and notifications and spam management (personal notification settings with priority levels, spam detection with rate limiting –30 emails per 10 minutes, spammer/blocked/power-user tags, Spam Shield snap-in installation and configuration). Includes a 14-question assessment and hands-on activities. Course link: https://devrevu.reach360.com/share/course/8a0d6337-1211-4731-a4bf-d88be260f96e

DevRevU Course: Email Integration – Setup and Basics

A practical course on setting up and managing DevRev's Customer Portal for customer self-service. Covers portal introduction and access (portal URL, OTP login, tickets and help tabs), user roles and JIT provisioning (verified customers vs. customer admins, SSO/SAML just-in-time provisioning, account and contact prerequisites), portal configuration (banner, branding, logo, appearance, footer, public portal settings, SEO compatibility, advanced customizations via API including font color, favicon, custom domain, and removing Powered by DevRev branding), and knowledge base management (article visibility scopes – Customers, Verified Customers, Customer Admins; syntactic and semantic search; collections; SEO indexing with meta tags). Includes multi-language support (English, Spanish, Japanese, Dutch, Portuguese, Chinese Simplified). Features an 8-question assessment and 3 hands-on activities. Course link:  https://devrevu.reach360.com/share/course/e9baf96e-3e82-48ce-bb86-e9681f2dcfbc

DevRevU Course: Customer Portal – Setup & Navigation

A hands-on course on DevRev's Slack integration for customer support. Covers Slack snap-in setup and configuration (OAuth connection, installation, verification with /devrev help), linking DevRev workspaces to Slack channels (Slack Connect and internal channels, one-to-one mapping, bulk bot invitations), conversation and ticket management from Slack (auto-creation, message sync, /devrev commands, message actions), issue and incident management (incident channels, AI agent support, auto-archiving), slash commands (/devrev link, /devrev view), link unfurling, user resolution, and workflow automation nodes (Get Slack User ID, Create Slack Channel, Send Message, Start Thread Sync, Start Channel Sync). Includes a 10-question assessment. Course link: https://devrevu.reach360.com/share/course/4d9cadda-6ed3-4b74-bf1c-b42de05cbbd7

DevRevU Course: Slack Integration – Setup and Support

A practical course on DevRev's AirSync data synchronisation engine. Covers AirSync fundamentals (50+ connectors, knowledge graph integration), three sync strategies (one-time import, one-way sync, two-way bidirectional sync), initial import setup (connections via OAuth/PAT, sync units, default parts, automatic field mapping), sync operations (one-time forward/reverse sync, periodic sync configuration, view reports, unarchive, delete, change connections), and sync status monitoring (Succeeded, Modified, Staged, Failed indicators, AirSynced items icon, sync origin and sync unit filters). Supports Jira, Zendesk, Salesforce, Confluence, Google Drive, and more. Includes a 10-question assessment. Course link:  https://devrevu.reach360.com/share/course/5655f85b-b712-4d03-8ffa-e2e22df12107

DevRevU Course: AirSync - Connect and Import

A comprehensive course on DevRev's PLuG Observability and session analytics. Covers PLuG observability overview, session definitions and lifecycle (web and mobile), SDK installation (web, Android, iOS), session replays (watching real user interactions, filtering, reproducing bugs), dashboard widgets (session metrics, user behaviour patterns, performance monitoring), funnel analysis (defining step sequences, tracking drop-offs, drilling into recordings), and privacy controls (masking rules for sensitive data, compliance). Includes a quiz assessment. Course link: https://devrevu.reach360.com/share/course/a4cdd36b-dd6f-4a9f-bb8c-351c326e91a1

DevRevU Course: Session Analytics: Replays & insights

A foundational course on managing customer interactions in DevRev through conversations and tickets. Covers what conversations are and how they flow through lifecycle stages, when and how to convert conversations to tickets (the 20-minute rule), ticket attributes (title, description, part, owner, severity, stages), ticket operations (merging, linking to issues, bulk actions), AI features (Turing suggestions, AI summariser, customer sentiment detection, slash commands like /summarise and /rephrase), and SLA routing (creating SLA policies, filtering SLA targets, ticket routing rules with round-robin, load balancing, and conditional routing). Includes a 10-question assessment. Course link: https://devrevu.reach360.com/share/course/f9c2caef-275c-4f09-84bc-23329e60ae30

DevRevU Course: Conversations & Tickets: The Essentials

A hands-on course on building, managing, and debugging automation workflows in DevRev's no-code Workflow Builder. Covers workflow fundamentals (triggers, actions, controls, delays), the visual canvas interface, variable selectors, and AI-powered nodes (Spam Checker, Suggest Part, Sentiment Evaluator, Talk to Agent, Ask AI). Also covers Code node, Router node, HTTP node, Loop Over/For Each nodes, workflow templates, deployment, version history, monitoring via the Runs tab, node state inspection, error path configuration, and AI-generated error explanations. Includes a 10-question assessment. Course link: https://devrevu.reach360.com/share/course/8cf2791c-b271-4443-b282-6581e8aecca4

DevrevU Course: Workflow Builder – Build Your First Workflow

A foundational course on the DevRev Mobile SDK covering SDK architecture (native SDKs for Android/iOS and hybrid wrappers for React Native, Flutter, Cordova), the bridge concept for cross-platform communication, user identification types (verified vs unverified), sessions vs recordings (30-minute inactivity rule), observability terminologies (crashes, ANRs, rage taps), launch types (cold vs hot), PLuG support chat integration, and push notifications. Includes a 10-question assessment. Course link: https://devrevu.reach360.com/share/course/56c78780-e039-44bd-89d5-b052759e82eb

DevRevU Course: Mobile SDK Foundations – Getting Started

An advanced course on DevRev's programmatic customization framework. Covers Schema Fragment APIs (create, update, get, list, deprecation, versioning, object upgrades), Stage Management APIs (stages, states, stage diagrams, transitions), field namespaces (tnt__, ctype__, app__ prefixes), and Dependent Fields (conditions, effects – require, show, allowed_values, server-side validation). Includes a hands-on activity on adding conditional logic to issues and a 10-question assessment. Prerequisite: Customization Foundations course. Course link: https://devrevu.reach360.com/share/course/93b07ae9-e2e6-4ab2-ad15-190cbdcd5d5f

DevRevU Course: Customization 201 – APIs, Schemas, and Dependent Fields

An introductory course covering how DevRev replaces fragmented legacy stacks (Zendesk, Jira, Salesforce) with a unified AI-native platform. Covers customer support workflows (ticket creation, severity automation, SLA management, PLuG, DevRev Agent, Omnichannel Computer), engineering workflows (GitHub integration, PR traceability, sprints, Vistas), dashboards, and human-agent collaboration modes (synchronous, asynchronous, proactive). Includes real customer stories (FOSSA, Velocity Global, Bolt, AXI) and a 10-question assessment. Course link: https://devrevu.reach360.com/share/course/a6d9defc-d655-46b6-8514-faa647a9fa74

DevRevU Course: How DevRev Works on DevRev

A hands-on course on building AI agents in DevRev's Computer Agent Studio. Covers the evolution from chatbots to autonomous agents, defining intent and scope, building and configuring agents with instructions/knowledge/tools, prompt engineering with guardrails, multi-step workflow design, testing with traces, and bulk evaluation at scale. Includes a 15-question assessment and additional resources on AI agent architecture. Course link: https://devrevu.reach360.com/share/course/d14b3fe8-5e8c-4e1a-8c91-7f953b35325e

DevRevU Course: Prompt to Product – Using Computer Agent Studio

A comprehensive course on DevRev Workflows and Automation covering workflow concepts (triggers, actions, controls, delays), the Workflow Builder, snap-ins vs workflows comparison, hands-on coding lessons (TypeScript operations, manifest.yaml, schema handlers, local testing & deployment), advanced concepts like hooks, and two practical exercises – a "Hello World" workflow and a Ticket Classifier workflow with branching logic. Course link: https://devrevu.reach360.com/share/course/4556a7f2-c32b-4f50-8e81-3ceb983a02df

DevRevU Course  - Workflows and Automation

Master the advanced capabilities of the DevRev PLuG Web SDK – from initialization and lifecycle management to custom event tracking, cross-domain session continuity, and user identification. Building on Session Analytics 101, this course shifts from viewing replays to writing the code that controls how sessions are captured, enriched, and connected across your product.

Course link: https://devrevu.reach360.com/share/course/f97b07c7-e6a1-4986-94b8-90cdd1c3c134

DevRevU Course: Session analytics 201 – Advanced SDK and event tracking

Go beyond basic imports and learn the architecture behind Airsync – from domain mapping pipelines and field-level configuration to sync metadata interpretation and failure diagnosis using Datadog. Building on Airsync 101, this course equips you to support complex integrations and troubleshoot sync issues effectively.Course link: https://devrevu.reach360.com/share/course/a1ed20ad-c2c2-4852-8690-26e99080082a