Configure the Agent Assist tab in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enable or disable the Agent Assist tab in the contextual side panel for the required record type.

    Before you begin

    Role required: admin

    Note:
    Admin should be in Global Domain to edit the table configurations of Agent Assist in Service Operations Workspace.

    About this task

    Add or remove a record table from the screen condition and update the sys_id for the record to enable or disable the Agent Assist tab for that table.

    Important:
    Use this process if you're using a SOW version prior to 4.0. If you're using the version after 4.0, you can use SOW Sidebar tabs top Page collection to enable or disable the Agent Assist tab. For more information, see Configure the Agent Assist tab in Service Operations Workspace using the Standard Record Page.

    Procedure

    1. Navigate to All.
    2. In the search box, enter sys_ux_screen_type.list and press Enter.
    3. Select the filter icon (Filter icon), enter [Name] [contains] [Agent Assist] and [Application] [is] [Service Operations Workspace], and select Run.
    4. Select the Agent Assist link.
    5. From the UX Screens tab, select Agent assist SNC.
    6. To update the Screen Condition and sys_id, do the following:
      1. On the UX Screen form, edit the Screen Condition field and add the record tables where you want the tab to appear.
        For example, you could add the following code for the interaction record.
        controller.sowrecordctrl.table=incident^ORcontroller.sowrecordctrl.table=problem^ORcontroller.sowrecordctrl.table=problem_task^ORcontroller.sowrecordctrl.table=change_request^ORcontroller.sowrecordctrl.table=change_task^ORcontroller.sowrecordctrl.table=kb_knowledge^ORcontroller.sowrecordctrl.table=interaction
      2. If you want to enable the Agent Assist tab, add the sys_id of the relevant table configuration in Macroponent Configuration.UX Screen form with callouts the additions to the Screen Condition and Macroponent Configuration fields
        For more information, see Edit the table configuration for Agent Assist in Service Operations Workspace.
      3. Select Update.
    7. To disable the Agent Assist tab for a record table, remove the record table from the Screen Condition field and sys_id of the relevant table configuration from the Macroponent Configuration field, and then select Update.