Create a rule in Recommended Actions

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

    • Create a rule for a context that determines when recommended actions are made available to agents.

    Before you begin

    Role required: sn_nb_action.next_best_action_author, admin

    About this task

    New rules can only be created from context records.

    Procedure

    1. Navigate to All > Recommended Actions > Contexts.
    2. Select a context.
    3. In the Rules related list, click New.
    4. Enter a name and a description for the rule.
    5. In the Roles field, select the user roles that can see recommendations for this rule.
    6. Click Done on the Roles pop-up window.
    7. In the Condition field, use the condition builder to add one or more conditions that apply to the records for this context.
      Agents can see recommendations for the records in the context table that meet this criteria.
    8. In the Fields affecting this rule field, add fields from the context table that must be monitored for changes.
      Changes to these fields generate recommended actions of the type field recommendation for unsaved records.
    9. Fill in the remaining fields on the form, as needed.
      For more information about these fields, see Rule form.
    10. Click Submit.