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34.0.1
Yokohama, Xanadu, Washington DC Patch 3, Washington DC, Vancouver
Recommended Actions enables agents to view and select one or more contextually relevant actions based on insights generated with defined rules. For example, an agent working on a case can review and select a contextually relevant action that links the case to a related product defect. Recommended Actions provides the ability to configure recommendations based on related context, giving agents the resources and information they need to resolve cases quickly.
- Configure recommended guidances, guided decisions, and form field values based on the context of a case, incident, or any record type.
- Use condition-based rules to define when recommendations are presented.
- Use resource generators to dynamically produce recommendations.
- Define resource generators using flows, scripts, or decision tables.
- Automatically rank recommendations based on context ordering and frequency of occurrence.
- Provide recommendations that have a specific call to action.
- Enable agents to take action using a single click in the contextual side panel or in a record sub-tab.
- Allow AI-powered search across entities and view unified results ranked by relevance
- Automate creation of Search Result Mapping records for new contexts.
- Improved performance of Recommended Actions Suggested tab and Search tab generation.
- Depends on Common Guidances that are installed as part of this application along with seismic components that are necessary to show the recommendations list.