Configuring the Recommended Actions application

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

    • As an admin, configure the Recommended Actions application to display relevant actions to your agents based on a record context.

    Recommended actions

    You can configure recommended actions by following these steps.
    Table 1. Steps to configure Recommended actions
    Step Description
    Create a context A context enables agents to see recommendations for records from a specific table, such as the Case table.
    Create a rule for a context

    A rule is a set of conditions that applies to a context and determines when a recommended action appears.

    When you create a rule:
    • Select conditions that apply to the context table.
    • Select the roles that have access to the recommended actions.
    Note:
    New rules can only be created from within a context.
    Create a recommendation for a rule

    A recommendation is a way to suggest an action to an agent.

    Create a recommendation by selecting one of the recommendation types available on the New Recommendation screen:
    • Guidance
    • Guided decision tree
    • Field recommendation
    Note:
    New recommendations can only be created from within a rule.

    Action types

    With the Recommended Actions application, you can create the following types of actions for agents to take.
    Table 2. Action types in the Recommended actions application
    Action type Description
    Guidance An action that an agent can take or information that they can share. For example, a guidance can recommend that an agent can attach a knowledge article to a case or create a work order.
    Guided decision tree A guided flow to follow. A decision tree is a multi-step process that includes a series of questions and answers and results in guidance.
    Field recommendation A recommended value to use for a field. For example, this type of action can recommend the assignment group based on the text in the case short description.
    For more information, see Creating guidance and field recommendation in Recommended Actions.

    Resource generators

    Configure resource generators to provide information that you can use as inputs to actions such as guidances and field recommendations. Configuration of decision trees do not require resource generators. For more information, see Create a resource generator in Recommended Actions.

    Arbitration parameters

    Configure arbitration parameters to determine the frequency of issues or the priority order of the recommended actions so that agents get the guidance that they need to help resolve customer issues. For more information, see Configure the arbitration parameters in Recommended Actions.