Configure Similar Request Documents UI in Information Request Playbook

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The Similar Request Documents Activity UI uses the name and description of existing information request cases to display a list of documents associated with the current case, providing helpful information the documents used to resolve similar information requests in Information Request Playbook.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Process Automation > Workflow Studio.
    2. Select Information Request.
    3. Under Intake, select Add Activity.
    4. SelectPlaybooks for Customer Service Management > Similar Documents.
    5. Select the edit button, and rename Similar Documents to Similar Request Documents.
    6. Under When to Start, select Immediately.
    7. Select View All Properties to set the trigger and edit other configurations.
    8. In the top right corner of the screen, select the Advanced button to toggle it on.
      The Experience tab should now display.
    9. Select Automation.
    10. Under Record, select Trigger- Information Request > Information Request Record.
    11. Under Conditions, select State Is New.
    12. Select the Experience tab.
    13. Under Associated table, select Information Request, and under Associated Record, select Trigger- Information Request > Information Request Record.
    14. Under Related Record Encoded Query, enterstate=3.
    15. Under Title, select This Activity > Label.
    16. Select Done, then Activate.

    Result

    The Similar Documents UI activity is now configured, and the modal should now display when you open a new or existing Information Request Playbook.