Components installed with Guided Decisions Experience

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 4 Minuten Lesedauer

    • Several types of components are installed with the Guided Decisions Experience application, including tables, roles, and guidances.

    Tables

    The following tables are added to your instance with the activation of Guided Decisions Experience.
    Tabelle : 1. Tables added with Guided Decisions Experience activation
    Table Description
    Decision Tree

    [ga_decision_tree]

    		 Stores details of all decision trees.
    Decision Tree Node

    [ga_decision_tree_node]

    		 Stores details of all decision tree nodes in each decision tree.
    Decision Input Mapping

    [ga_decision_input_mapping]

    		 Stores input-mapping details such as source node, source input, destination node, and destination input.
    Decision Tree Version

    [ga_decision_tree_version]

    		 Stores decision tree versions with states.

    Roles

    The following roles are added to your instance with the activation of the Guided Decisions, Guided Decisions Experience, and Recommended Actions plugins.
    Tabelle : 2. Roles added with Guided Decisions and Recommended Actions
    Role Description Contains roles
    Decision tree author

    [decision_tree_author]

    [sn_gd_core.decision_tree_author]

    		 Creates, views, updates, and deletes decision trees.
    Hinweis:
    This role is automatically given to customer service managers.
    • decision_table_admin
    • sn_gd_guidance.guidance_manager
    • decision_tree_user
    Hinweis:
    Included with the Guided Decisions plugin.
    Decision tree user

    [decision_tree_user]

    		 Views decision trees.
    Hinweis:
    This role is automatically given to customer service agents.
    • decision_table_reader
    • sn_gd_guidance.guidance_user
    Hinweis:
    Included with the Guided Decisions plugin.
    Guidance manager

    [sn_gd_guidance.guidance_manager]

    		 Creates, views, updates, and deletes guidances, which are outcome of a decision tree.
    Hinweis:
    This role is automatically given to customer service managers.
    • sn_gd_guidance.guidance_user
      Hinweis:
      Included with the Guided Decisions - Guidance plugin.
    • metadata_scope_viewer: Grants read-only access to the Application field on metadata records within scoped applications.
      Hinweis:
      Included in the Global application scope.
    Guidance user

    [sn_gd_guidance.guidance_user]

    		 Views guidances.
    Hinweis:
    This role is automatically given to customer service agents.
    		 uxframework_user
    Hinweis:
    Included with the Guided Decisions - Guidance plugin.
    Playbook author

    [pd_content_author]

    		 Adds decision trees and guidances to a new or existing playbook for service agents to access on their workspace.
    • sn_gd_core.decision_tree_user
    • pd_shared.user
    • pd_trigger_author
    Resource Generator author

    [sn_nb_action.resource_generator_author]

    		 Configures resource generators.
    • flow_operator
    • decision_table_reader
    • platform_ml_read
    • sn_nb_action.trend_definition_author
    Hinweis:
    Included with the Recommended Actions plugin.
    Trend Definition author

    [sn_nb_action.trend_definition_author]

    		 Configures trend definitions.
    Hinweis:
    Included with the Recommended Actions plugin.
    Granular admin users can be granted delegated developer privileges and other required roles to manage and configure metadata in scoped applications instead of assigning high-privileged admin roles. By granting granular admin users with the Manage Update Set permission, you can allow them to create and manage records within a specific application scope and track those changes in the appropriate update set. The metadata_scope_viewer role allows these granular admins to view the Application field on metadata records within scoped applications.. For more information on the delegated development, see Delegated Development.

    Guidances

    The Guided Decisions Experience application includes the guidances described in the following table.
    Tabelle : 3. Guidance involved in Guided Decisions
    Guidance Description
    Apply resolution from a solved case

    Enables agents apply a resolution from recommended solved cases by clicking the Resolve case button on a card. The action copies the resolution notes and a resolution code from the solved case into the Closure Information section of the current case. The state of the current case changes to resolved.
    Communicate Workaround

    Enables agents to communicate a workaround from a recommended problem record by clicking a Communicate workaround button on a card. The action opens the guidance in the side panel.

    The guidance shows the workaround from the problem record and provides a note field for the agent to add additional notes. The workaround and notes are added in the work notes and the problem record is linked to the current case.
    Create case task

    Enables agents to create a case task for the current case by clicking a Create button on a card, which opens the guidance in the side panel where the agent can enter a subject for a new case task and submit it.
    Create Work Order

    Enables agents to create a work order for a case by clicking a Create button on a card. Creates a work order task and opens the task in a subtab.
    Link to existing defect

    Enables agents to link an existing defect to the current case by clicking a Link to defect button on a card, which links the defect to the case and updates the work notes.
    Link to existing open case

    Enables agents to link the current case to an existing open case by clicking the Link to this case button on a card. The action sets the open case as the parent of the current case.
    Offer Recommendation Enables agents to recommend upgrade of a product to provided product model.
    Propose Resolution

    Enables agents to enter resolution notes and a resolution code for a case by clicking a Propose Solution button on a card.
    Read message to customer

    Enables an agent to indicate that a message was read to the customer during a call by clicking the Mark as read button on a card, and adding the message to the work notes.
    Reassign case

    Enables agents to reassign the current case to a recommended assignment group by clicking a Reassign button on a card, which opens the guidance in a side panel where the agent can enter notes. The current case is reassigned to a different assignment group and the work notes are updated.
    Review and attach article

    Enables agents to review a recommended knowledge article in the contextual side panel. They can do this by clicking the Review and attach article button on a card, which opens the article in the side panel.

    In the side panel, agents can do the following:
    • Review the article.
    • Attach the article to the case.
    • Mark the article as helpful.
    • Open the article in a subtab.