Configure the Agent Assist tab in Service Operations Workspace using the Standard Record Page

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Enable or disable the Agent Assist tab in the contextual side panel for the required record type using the Standard Record Page (SRP) in Service Operations Workspace.

    Antes de Iniciar

    Role required: admin

    Nota:
    Admin should be in Global Domain to edit the table configurations of Agent Assist in Service Operations Workspace.

    Por Que e Quando Desempenhar Esta Tarefa

    Add or remove a record table from the screen condition, update the sys_id for the record, and update the script conditions to enable or disable the Agent Assist tab for that table.

    Importante:
    If you are on a version prior to 4.0, see Configure the Agent Assist tab in Service Operations Workspace.

    Procedimento

    1. Navigate to All > Now Experience Framework > UI Builder.
    2. From the Page Collections list, select SOW Sidebar tabs top.
      Nota:
      The SOW Sidebar tabs top Page collection is used in the Service Operations Workspace SRP record page.
    3. From the Pages and variants list in the Record section, select Agent Assist SNC.
    4. Select Settings to switch to the Settings mode.
      Settings page button indicated by a box
    5. To update the Script Conditions, do the following:
      1. Select the Scripted Screen Conditions icon (Scripted Screen Conditions icon) to open the script conditions.
      2. Under Active column, select True.
      3. If you want to enable the Agent Assist tab for a record table, add the required script to the Script field and select Update.
      4. If you want to disable the Agent Assist tab for a record table, remove the script from the Script field and select Update.
    6. To update the Screen Conditions and sys_id, do the following:
      1. From the Open records drop-down list, select Variant record.
      2. On the UX Screen form, edit the Screen Condition field and add the record tables where you want the tab to appear.
        For example, you could add the following code for the interaction record.
        controller.sowrecordctrl.table=incident^ORcontroller.sowrecordctrl.table=problem^ORcontroller.sowrecordctrl.table=problem_task^ORcontroller.sowrecordctrl.table=change_request^ORcontroller.sowrecordctrl.table=change_task^ORcontroller.sowrecordctrl.table=kb_knowledge^ORcontroller.sowrecordctrl.table=interaction
      3. If you want to enable the Agent Assist tab, add the relevant sys_id of the table configuration in Macroponent Configuration.
        For more information, see Edit the table configuration for Agent Assist in Service Operations Workspace using the Standard Record Page.
      4. If you want to disable the Agent Assist tab, remove the sys_id of the relevant table configuration in Macroponent Configuration.
        UX Screen form with callouts the additions to the Screen Condition and Macroponent Configuration fields
      5. Select Update.