Configure the Agent Assist and Response Template tabs
Add a table configuration for the Agent Assist tab or Response Template tab for custom tables or custom case types in the contextual side panel in CSM Configurable Workspace.
Before you begin
Role required: workspace_admin, ui_builder_admin, admin
About this task
The Agent Assist tab and the Response Template tab that appear in the contextual side panel use a UX page property that contains table configurations. To display these tabs for custom tables or case types, create a new UX page property called contextualTableConfigMapping and add the table configurations to that property.
The mapping for this property includes the tab name, the table name, and the sys_id of the table configuration. For example:
[{“tab_name”:[{“table=custom_table_name”:”the sys id of the table config”}]},
{“tab_name”:[{“table=custom_table_name”:”the sys id of table config”}]}]
[{“agent_assist”:[{“table=incident":"e15061a4b30303002bf182c136a8dc34"}]},["response_template":[{“table=template”:”0a73bc83c3041300e2fd5cb981d3ae29”}]}]You can map multiple tables in this property. For example:
[{"agent_assist":[{"table=custom_table_name":"the sys id of table config"}, {"table=custom_table_name_2":"the sys id of table config"}]}]You can also use operators to match multiple tables in the property configuration. The operators in the following example include:
- STARTSWITH
- ENDSWITH
- LIKE: This operator is used to match table names with a pattern. In the following example, the LIKE operator would match with all tables that include the word "case".
- IN: This operator enables you to set a list of values that must match values in your tables.
[
{
"agent_assist": [
{
"tableSTARTSWITHkb_template": "5cb4030e73e2330021741c86fbf6a7e1"
},
{
"tableENDSWITHu_kb_template": "5cb4030e73e2330021741c86fbf6a7e1"
}
],
"response_template": [
{
"tableLIKEcase": "5f0a5f7e77840010ec75945caa1061a5"
},
{
"tableINagent_file, sn_customerservice_case": "82d52b55a300021033d6441d041e61bd"
}
]
}
]