Create a context in Recommended Actions

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

    • Create a context for an individual table, such as the Case table. Contexts store information including the recommended actions that agents can use and the rules that determine when those actions are available.

    Before you begin

    Role required: sn_nb_action.next_best_action_author, admin

    About this task

    A context enables agents to see recommendations for a specific type of record when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.

    Procedure

    1. Navigate to All > Recommended Actions > Contexts.
    2. Select New on the Contexts list.
    3. Enter a name and a description for the context.
    4. In the Table field, select the table that this context applies to.
      Note:
      You can create one context record per table. You must select the same table in the Reference table field of the start node in a decision tree.
    5. Optional: In the Search Application Configuration field, select a search application configuration that specifies AI Search as the search engine and the settings to use for the search.
      You can configure the search result display and refinement settings in the search application configuration. For more information, see Search application configurations.

      The [CSM AIS] Configurable Workspace Search Config search application configuration is provided with the CSM Configurable Workspace store application. To access this configuration, navigate to AI Search > Search Experience > Search Applications.

    6. Optional: Select a strategy for grouping recommendations in the Grouping strategy field.

      For example, you can define a grouping strategy to group recommendations that have similar criteria.

      Note:
      You might need to configure the Context form to display the Grouping strategy field. This field is available by default for ITSM Workforce Optimization users.
    7. Optional: Update the value in the Refresh interval field.
      This value determines how often recommendations are refreshed for the context. The default value for this field is 12 hours and the minimum value is 10 minutes.
      Note:
      You might need to configure the Context form to display the Refresh interval field.
    8. Select Save.
      After saving the context record, the system displays the Rules and Recommendations related lists.
      • Use the Rules related list to view or create rules for this context.
      • Use the Recommendations related list to view the recommendations related to the context rules. You can only create a recommendation from within the rule.
      • Use the Search result mapping related list to view or create mappings between AI search outputs and guidance inputs.