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35.0.1
Yokohama, Xanadu, Washington DC, Vancouver
Guided Decisions guides agents through a set of questions to determine the action that will help them resolve an issue or complete a task in the most optimal way. It asks them questions based on previous answers and gives guidance on the next step in the resolution process. Guided Decisions reduces the cognitive burden on agents and enhances their productivity. Guided Decisions can be embedded in a Playbook or served as a Recommended Action.
- Provide a step-by-step guided experience to agents in their workspace.
- Embed Guided Decisions in a Playbook or serve them as Recommended Actions.
- Increase reuse by nesting a Guided Decision in another Guided Decision.
- Use guidance outputs to continue a Guided Decision after a guidance is shown
Defect fixes
Dependencies:
- Common Guidances