Contexts in Recommended Actions
A context enables agents to see recommendations for records from a table when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.
Contexts are created for tables, such as the Case [sn_customerservice_case] table or the
Incident [incident] table. Creating a context includes the following steps:
- Selecting a table.
- Creating rules for the context. A rule shows recommendations to agents with certain roles for records that meet certain conditions.
- Creating recommendations for the rules. A recommendation is a way to suggest a helpful action to an agent.
The Recommended Actions application includes a context record, Case Context, that you can use to create recommendations for cases.
Context form
You can access the context records by navigating to . The Contexts list displays a brief description of each context and the table that the context applies to.
The Context form includes the name and description of the context, the selected table, and a search application configuration for AI search. When you create a context, provide this information and save the record. After saving, the Context form displays the following related lists.
- Rules: Displays the rules that have been created for the context, including the selected user roles. You can create a rule only from the Rules related list on the Context form.
- Recommendations: Displays the recommendations associated with the context rules, including the action type and action. You can create a recommendation only from the Recommendation related list on the Rule form.
- Search result mapping: Displays mappings between AI search outputs and Recommended Actions inputs.
Refresh interval field
The Refresh interval field on the Context form determines how frequently recommendations are refreshed for the context. The default value for this field is 12 hours and the minimum value is 10
minutes.
Note:
You must configure the form view to display the Refresh interval field.