Create a guidance in the Core UI

Create a guidance in the Core UI so that you can link the guidance to the guidance node of a decision tree. For example, your agent may attach a knowledge article or propose a solution to a customer to help resolve an issue.

Before you begin

Role required: sn_gd_guidance.guidance_manager

About this task

The preview information appears on the Recommended Actions card in the contextual side panel. The preview experience is applicable only for Recommended Actions, where agents can see previews of recommendations before launching them.

Playbooks don’t have a preview experience because decision trees are embedded and considered launched already in playbooks.

Procedure

1. Navigate to All > Guided Decisions > Guidances.
2. Create a guidance.
   1. Select New in the Guidances list.
   2. On the form, fill in the fields.

      Table 1. Guidance form

      Field	Description
      Name	Name for the guidance.
      Description	Brief description of the guidance.
      Action available to multiple users	Makes the guidance available to multiple agents working on the case. When this option isn’t selected, only one agent can work on any guidance. When the first agent works on the guidance and the state is In-progress, Completed, or Error, the other agents can't see this guidance.
      Allow users to re-run the guidance	Enables agents to go back to the previous node, edit the previous nodes, or re-execute the guidance in the runtime experience of a decision tree.
      Hide completed guidance	Hides the guidance recommended for a case resolution. In other words, the completed guidance in the View my response section of a Decision Tree is not displayed for the agent. Note: This field is visible only when the Guided Decision Experience plugin is installed. You may need to configure the form to add this field.

   3. Select Submit.
3. Open the guidance that you want to update.
4. Create one or more inputs for the guidance.
   Inputs are the variables or information that the system needs to perform the guidance. You can use inputs in multiple places such as the guidance preview experience and the guidance actions.
   1. In the Guidance Input tab, select New.
   2. On the form, fill in the fields.

      Table 2. Guidance Input form

      Field	Description
      Type	Field type of the input. Depending on the field type that you select, you might need to configure additional settings. For example, if you select Reference as the field type, you need to select a reference table.
      Label	Name for the guidance input.
      Column name
      Is form field	If the guidance input requires an action by the agent, such as adding information to a field, select the Is form field check box.
      Order	Sequence in which the guidance input is displayed when more than one guidance input is defined.
      Choice List Specification	Choices are: Dropdown without --None-- (must specify a default value) None Dropdown with --None-- None is the default value. Suggestion This tab appears when you select a value in the Type field.
      Default value	Specifies the default value of the field for any new record. Ensure that this value uses the correct field type. For example, an integer field uses a default value of 2 but cannot use a default value of two.

   3. Select Submit.
5. Optional: Create one or more outputs for the guidance.
   Outputs are the desired result of the guidance action. For example, if a guidance action creates a case task, the output of that action can return a reference to the case task that was created.
   1. In the Guidance Output tab, select New.
   2. On the form, fill in the fields.

      Table 3. Guidance Output form

      Field	Description
      Type	Field type of the output. Depending on the field type that you select, you might need to configure additional settings. For example, if you select Reference as the field type, you need to select a reference table.
      Label	Defines a unique label for the guidance output. The label appears on list headers and form fields for the output.
      Column name	Defines the field name of the column. When you create a new field, this name is populated automatically based on the label.
      Order	Sequence in which the guidance output is displayed when more than one guidance outputs is defined.
      Default value	Specifies the default value of the field for any new record. Ensure that this value uses the correct field type. For example, an integer field uses a default value of 2 but cannot use a default value of two.

   3. Select Submit.
6. Configure the preview experience.
   1. Select the Preview Experience tab.
   2. In the Preview Title field, add a title for the guidance preview as either static text, dynamic content (field values from guidance inputs), or a combination of static text and dynamic content.
      • To enter static text, type the text into the field.
      • To enter dynamic content, select the Pill-picker icon () next to the field and select a guidance input from the list.

        You can drill down to find the specific input you want.

      This field can contain static text, dynamic content, or a combination of static text and dynamic content. To select dynamic content as a field value:

      1. Select the Pill-picker icon () next to the Preview Title field.
      2. Select a guidance input from the list. You can drill down to another level to find the input you want.

         

   3. In the Fields To Display field, select fields to display in the guidance preview.
   4. In the Message field, create a message for the guidance preview.
      You can use the tools available in the rich text editor to create and format the message. This field can include text and HTML content like images, videos, and links.
7. Select Submit.

What to do next

Configure guidance detail experience for Recommended Actions cards.