Create a rule from the Case context record

Create a rule to show recommendations for active cases that meet the condition specified in this rule.

Before you begin

Role required: sn_nb_action.next_best_action_author, admin

About this task

New rules can only be created from context records.

Procedure

1. Navigate to All > Recommended Actions > Contexts.
2. Select the Case context.
   The Case context is available by default.
3. In the Rules related list, select New.
4. In the Name field, enter Active rule.
5. In the Roles field, select the Edit User Roles icon and then select Customer service agent [sn_customerservice_agent] and Consumer service agent [sn_customerservice.consumer_agent].
   The selected user roles can see recommendations for this rule.
6. Select Done on the Roles pop-up window.
7. In the Condition field, use the condition builder to add the condition "Active | is | true".
   Agents can see recommendations for the records in the context table that meet this criteria.
8. Optional: Enable the Apply to tables extended from the context table check box, so that the rule and its recommendations are applied to tables that are extended from the context table.
   For more information, see Apply rules to tables extended from the context table.
9. In the Field affecting this rule field, select Short description from the slush bucket.
10. Select Submit.