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37.0.4
Zurich, Yokohama, Xanadu
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
Changed:
- Increased the maximum character length allowed in the Additional notes and Work notes fields in the Attach and share article guidance modal.
- Depends on Common Guidances that are installed as part of this application along with seismic components that are necessary to show the recommendations list.