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.
Vorbereitungen
Role required: workspace_admin, ui_builder_admin, admin
Warum und wann dieser Vorgang ausgeführt wird
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"
}
]
}
]