Rules in Recommended Actions

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

    • A rule is a set of conditions that applies to a context. A rule shows recommendations to agents with certain roles for records that meet certain conditions.

    Creating a rule includes the following steps:
    • Selecting the user roles that can see the recommendations associated with the rule.
    • Defining the conditions that apply to the context records.
    • Creating recommendations for the rule. A recommendation is a way to suggest a helpful action to an agent. A rule can have multiple recommendations.
    The Recommended Actions application includes one context record, Case Context, that you can use to create recommendations for cases. This context includes the following rules:
    • Case field level recommendations: This rule includes one recommendation to predict a value for the Assignment group field on the Case form.
    • Case side panel recommendations: This rule includes one recommendation to review and attach an article to a case.

    Rule form

    The Rule form provides information about the rule, including a description, the selected user roles, and conditions that apply to the table in the associated context.

    When you create a rule, provide this information and save the record. After saving, you can see the Recommendations related list.

    You can access the rule records by navigating to All > Recommended Actions > Rules. New rules can only be created from within a context. For more information, see Create a rule.

    Table 1. Rule form fields
    Field Description
    Name The name of the rule.
    Context The context that this rule is associated with. This field is auto-populated from the Context form.
    Roles The user roles that can see recommendations for this rule.
    Description A brief description of the rule.
    Condition The conditions that apply to the records from the context table.
    Fields affecting this rule Fields from the context table that need to be monitored. Changes to these fields generate recommended actions of the type field recommendation for unsaved records.
    Active When enabled, the rule is active.
    Apply to tables extended from the context table When enabled, the rule is applied to tables that are extended from the context table.
    Order Determines the order in which the rule is applied.