Configure the Manage documents activity UI in Information Request Playbook

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

    • Configure the Manage Documents activity UI in Information Request Playbookto allow agents to view, link, or unlink documents to an information request case.

    Before you begin

    This task requires the Document Management [com.snc.platform_document_management] plugin to be active on your instance. If Document Management [com.snc.platform_document_management] is not active on your instance, see Activate a plugin for instructions.

    Role required: admin

    Procedure

    1. Navigate to All > Process Automation > Process Automation Designer.
    2. Select Information Request.
    3. Under Intake, select Add Activity.
    4. SelectPlaybooks for Customer Service Management > Manage Documents List.
    5. Select the edit button, and rename the action to Manage Documents.
    6. Under When to Start, select Immediately.
    7. Select View All Properties to set the trigger and edit other configurations.
    8. In the top right corner of the screen, select the Advanced button to toggle it on.
      The Experience tab should now display.
    9. Select Automation.
    10. Under Record, select Trigger- Information Request > Information Request Record.
    11. Under Conditions, select State Is New, then select Done.
    12. Select Experience.
    13. Under Associated table, select Information Request, and under Associated Record, select Trigger- Information Request > Information Request Record.
    14. Under Title, select This Activity > Label.
    15. Select Done, then Activate.

    Result

    The Manage Documents UI activity is now configured, and the modal should now display when you open a new or existing Information Request Playbook.