Create a guidance action for the Initiate transaction tracking guidance

Configure the actions that agents can take to initiate a transaction tracking.

Before you begin

Role required: sn_gd_guidance.guidance_manager

Procedure

1. Navigate to All > Guided Decisions > Guidances.
2. Select the Initiate transaction tracking guidance from the Guidances list.
3. In the Guidance Actions form section, select New.
4. On the Guidance Action form, fill in the fields.

   Field	Description	Value
   Guidance	The guidance that this action is associated with. This field is read only.	Initiate transaction tracking
   Action label	A name for this guidance action.	Initiate
   Call to Action Label	The label for the action button that appears on the recommendation card in the contextual side panel. For example, Review and attach article or Propose Solution.	Initiate
   Action Behavior	The selected behavior for the guidance action: Single click: The action is initiated and completed with one click and the card moves to the History tab in the side panel. Useful for simple actions such as escalating a case. Open in Contextual Side Panel: The action opens in a detailed view within the side panel. The agent can review the details in the side panel, such as reviewing the content of a knowledge base article. Open in Sub Tab: The action opens in a separate tab. You can configure the preview experience for all the action behaviour types and configure the detail view for the actions that open in the sub tab or contextual side panel. For more information, see Configure guidance detail experience. Note: Actions that open in the contextual side panel or in the subtab don’t move to the in-progress state. The action moves to the in-progress or completed state only when the agent clicks the action button in the detail view.	Single click
   Primary	Denotes the guidance action as a primary action. This field is enabled by default. A primary action highlights the action that the agent should take and makes that action available as a button on the recommendation card. Note: A guidance can have only one primary guidance action. If this field is not selected, the guidance action is a secondary action available through the more actions menu on the recommendation card.	Select the field
   Application	The application that this guidance action is associated with. This field is read only.	Global
   Guidance Action Automation	The flow associated with this guidance action.	Initiate transaction tracking subflow
   Order	The order of the action.	100
   Completion Message	The message that appears at the top of the recommendation card when the guidance action is complete.	The transaction tracking is initiated.

5. Right-click the form header and select Save.
   Depending on the selected flow in the Guidance Action Automation field, the flow inputs and outputs are shown.
6. Configure the flow inputs and guidance outputs.
   • In the Automation Flow Inputs tab, select the Pill-picker icon () next to the field and select the flow input from the list.
   • In the Guidance Outputs tab, select the Pill-picker icon () next to the field and select the flow output from the list.
7. Select Submit.