Agent Assist in CSM Workspace for Case Types:
Looking to add Agent Assist to additional tables in CSM Configurable workspace? Here is your guide.
1. Set up Contextual Search Table Configuration:
Navigate to Contextual Search > Table Configuration and Open the record "Agent Assist[sn_customerservice_case]" where UI type is Workspace.
Change the table name to your extended table and use "Insert and stay" UI action to create the table configuration. Copy the sys id of your newly created record.
2. Set up contextual side panel action assignment:
Navigate to Workspace Experience > Actions & Components > Contextual Side Panel. Open the record with Action label "Agent Assist" on Case table. Again change the table and use "Insert" or "Insert and stay" UI actions.
Now, go back to the list view of Action Assignments.(Workspace Experience > Actions & Components > Contextual Side Panel). Personalize the list and add "Component Attributes" column to list view. Replace the sys id in attribute with the one you copied in step 1. The new payload would look like this.
{"cxsTableConfig":"table configuration sys_id_here"}
3. Modify Agent Assist screen conditions:
Now, these two steps are enough to make it work in Agent Workspace but to make it work in CSM workspace you need to do one more configuration.
- Navigate to "sys_ux_screen" table.
- Filter the list with sys id = D7b93d16453c3101043d7ddeeff7b1211. This is the sys id of Agent Assist screen used in CSM workspace.
- Open the record and modify the screen condition. Use ^ORparent.table=your_table_nameat end of condition to add your custom tables and save the record.
That's it! The Agent Assist would appear on in your CSM workspace for custom tables.
Hi,
I have followed the above steps, but I still can't see agent assistance for knowledge articles on the CSM workspace. Can you please tell me what went wrong?
Thanks,
Chaitanya
Hello,
i followed the steps on Vancouver and stumbled upon 2 things:
1. Table Configuration: I was not able to change the Table regularly, but had to use sn-utils' "Label-double-click " feature to change the value, e.g.:
Otherwise Insert & Stay worked afterwards.
2. Screen condition (sys_ux_screen). The sys_id in the article has an extra character D prepended. Just ignore the "D":
Apart from that worked like a charm on Vancouver. Many thanks for the steps provided 🙂
Hello ,
I have tried in Washington upgraded instance this it is working for me I will explain what I did basically .
1. Go to cxs_table_config.LIST table which your Table Configurations
Change the table name ussing snUtlis on which you want to place agent assist .
Example on table = xyz and click on insert and stay .
Keep the sys id handy which we will use in the second step and theree
2;go here Workspace Experience > Actions & Components > Contextual Side Panel.( sys_declarative_action_assignment)
search for this agent assist on case table and to insert and stay and change the table name
now change the you have simiilar record like above in the list now you need to replace the sys id from the 1 step to {"cxsTableConfig":" paste the step 1 sys id here"} in action attrribute
3 . Now open the sys_ux_page_registry table and search for the contextualTableConfigMapping_main
Open the the record and in the value section like below
{"table= where you want agent assist ":"step 1 sys id "},
5. go to the sys_ux_screen table and find for Agent Assist Screen
here you need to add condtion like this ^ORparent.table=table where you want to add agent assist button.
By doing this it will enable hte agent assit on the csm configurable workspace.
same step should be applied for the response template.
