Configure Suggested Steps Generation

Configure suggested steps generation to analyze clusters of similar cases and suggest next steps for case resolution for accelerated and consistent agent case troubleshooting.

Before you begin

Role required: admin

Suggested steps are generated from the records identified based on the information that you enter in the following fields:

• Short Description
• Edited Conditions

Procedure

1. Navigate to Admin > Now Assist Admin > Skills.
2. Select the Customer workflow, and CSM as the product.
3. Activate Skill for the Suggested Steps Generation skill.
   Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
4. Select Choose Inputs and review the tables and fields to create prompts that determines where data is pulled from.
   Note:

   You cannot modify the input data source.

   Table 1. Inputs for the suggested steps generation skill

   Input	Description
   Input table	Case [sn_customerservice_case]
   Input fields	Short description Edited Conditions: Edit the conditions to update the filter and ensure that only relevant and up-to-date records are used.

5. Select Record Clustering to group records by similarity based on the adjusted inputs in the previous step.
   Note:

   Record clustering allows you to add the job in the queue, providing you with the ability to leave the page while the task is running in the background. You will be notified when the task is complete.
6. Select Define access to determine who can access this skill.

   By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.

   Default and Custom Roles:

   • If no changes are made, the default role sn_customerservice_agent or sn_customerservice.consumer_agent  will automatically appear in Define Access and Select Display.
   • If custom roles were added before the upgrade, they’ll be updated automatically by a script.
   • If new roles are created after the upgrade, you must manually add them in both the Define Access and Select Display.
     Note:

     In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still must manually select it in Select Display to make it active.
   • For customizing access control, see Customize access control for suggested steps
7. Toggle Display to determine if suggested step recommendations appear in In-product desktop, displaying Now Assist skills on forms and workspaces.
8. After selecting Review and Activate to examine changes, select Done to close the Suggested Steps Generation settings.
9. Select Activate to turn on the skill for agents and complete the configuration.

Make suggested steps available on CSM Workspace

Learn how to enable the suggested steps generation in the CSM Workspace after skill activation.

Before you begin

Role required: admin

After activating the Suggested steps generation feature in the Now Assist Admin console, follow the steps outlined to make the skill available in CSM Configurable Workspace.

Procedure

1. Navigate to All > UI Builder.
2. Go to Experiences > CSM/FSM Configurable Workspace > Record > Front-line Case Page.
   
3. In the left content navigation pane, scroll down and select Recommended Action 1.
4. In the right pane, clear the checkbox Hide recommended actions.
   
5. Select Save to apply the changes.

Result

Recommended Actions will be displayed in the CSM/FSM Configurable Workspace and you can see the Suggested steps generation skill under it.

Customize access control for suggested steps

Replace the default sn_customerservice_agent or sn_customerservice.consumer_agent role with a custom role.

Before you begin

Role required: admin

Procedure

1. Update role permissions
   In the sys_user_role table, open your custom role and add sn_gaf.data_writer to the Contains Role related list.
2. Update ACLs
   In the sys_security_acl table, filter for ACL names starting with gaf_suggested_steps_csm. Add your custom role to each of the four matching records.
3. Configure skill access
   In Now Assist Admin, complete the setup for the CSM Suggested Steps Generation skill:

   • Add your custom role in the Define Access step.
   • Add the same role in the Select Display step.

   Note:

   The sn_gaf.data_writer role includes platform_ml_read by default. Since sn_gaf.data_writer is assigned to agent roles like sn_esm_agent, those agents inherit platform_ml_read as well, which gives them broader access than intended. To avoid unintended access, never assign platform_ml_read directly to a user- it should always be inherited through their agent role.

Result

By default, the sn_customerservice_agent or sn_customerservice.consumer_agent  role is used. These steps allow you to configure a custom role if needed.