Create a rule from the Case context record

Release version: Yokohama

Updated January 30, 2025

1 minute to read

Create a rule to show recommendations for active cases that meet the condition specified in this rule.

Before you begin

Role required: sn_nb_action.next_best_action_author, admin

New rules can only be created from context records.

Navigate to All > Recommended Actions > Contexts.
Select the Case context.
The Case context is available by default.
In the Rules related list, select New.
In the Name field, enter Active rule.
In the Roles field, select the Edit User Roles icon and then select Customer service agent [sn_customerservice_agent] and Consumer service agent [sn_customerservice.consumer_agent].
The selected user roles can see recommendations for this rule.
Select Done on the Roles pop-up window.
In the Condition field, use the condition builder to add the condition "Active | is | true".
Agents can see recommendations for the records in the context table that meet this criteria.
In the Field affecting this rule field, select Short description from the slush bucket.
Select Submit.