Set up a record generator for case type

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Create a record for a case type by using a playbook record generator. This way, your agents no longer need to create records before viewing a playbook.

    Before you begin

    Role required: playbook_experience.admin

    About this task

    If you're an administrator, you can specify the name of the record generator activity, the form view, and the process definition that a user sees before the record is created. You can also optionally configure the declarative action that you used to submit the form.

    The record generator is set up for a case type (a specific table), within the corresponding application scope. The record generators for the Product Support case are (sn_customerservice_case), Complaint case (sn_complaint_case), and Onboarding case (sn_onboarding_case).   The record generator can be used both for process-based variants and other variants that use a playbook. For more information on process page variants, see Process page variants.

    Note:

    The record generator can trigger a process before a record is created, but the stages and activities of the process are locked. You can view the stages and activities but you must complete each activity before you can go on to the next activity. For more information about the stages and activities, see Process page templates.

    Procedure

    1. Navigate to All > Playbook Experience > Record Generators.
    2. Select New.
    3. On the form, fill in the fields.
    Table 1. Playbook Experience Record Generator
    Field Description
    Table Table that the new record page should use for the record generator entry.
    Process Definition Process definition that you want to display before a record is created. All activities are marked pending. If no process is running after the record is created, a playbook manually triggers this process definition.
    Create Record Activity Name Name to display on the record generator activity that is inserted as the first step within the specified process definition.
    Active Option to activate the record generator.
    Order Integer that determines the precedence of this configuration in relation to other activities in a Playbook experience. The lower the number means that it's more likely a user selects it over another configuration. Use numbers that are in the hundreds. For example, 100, 200, 300, or 400.
    Create Record Form View Form view for the new record form embedded within the inserted activity.
    Template Fields Optional field values that can be pre-filled in the new record form.
    1. Select Submit.