Add Guided Decisions to Recommended Actions

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 1분

    • Add decision trees created using the Guided Decisions Experience application to Recommended Actions, so customer service agents can work through it to resolve cases more efficiently.

    시작하기 전에

    Ensure that you have Recommended Actions application (sn_nb_action) installed.

    Role required: sn_nb_action.next_best_action_author, admin

    프로시저

    1. Navigate to All > Recommended Actions > Contexts.
    2. Create a context for a table.
      A context enables agents to see recommended actions for a record in that table.
    3. Create a rule for the context.
      A rule is a set of conditions that applies to a context and determines when a recommended action appears for records in the context table.
    4. Create a recommendation of type decision tree.
      A recommendation is a way to suggest an action to an agent.