Configure the Propose Solution UI action and declarative action

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

    • Add generative AI-specific functionality to the Case form by configuring the Propose Solution UI action and declarative action that are included with the Now Assist for Customer Service Management (CSM) application.

    Before you begin

    Role required: admin

    About this task

    The Customer Service Management application includes a Propose Solution UI action that agents can use to propose a solution for a customer service case.

    The Now Assist for Customer Service Management (CSM) application includes the following actions that provide generative AI-specific functionality. Agents can use these actions to propose solutions that include AI-generated resolution notes:
    • Propose Solution declarative action: Generates resolution notes in CSM Configurable Workspace.
    • Propose Solution UI action: Generates resolution notes in Core UI.
    Note:
    These actions are inactive by default.

    To use the generative AI functionality, you must deactivate the Propose Solution UI action for Customer Service Management and then activate the Propose Solution UI action and declarative action for Now Assist for CSM. After being activated, these actions are available to customer service agents for assigned cases that are in the Open state.

    Procedure

    1. Deactivate the Propose Solution UI action for the Customer Service Management application.
      1. Navigate to All > System Definition > UI Actions to display the UI Actions list.
      2. Configure the list to show the Application column.
        For more information on how to configure a list, see Configure the list layout.
      3. Filter the list to display Propose Solution in the Name field.
      4. Select the Propose Solution UI action for the Customer Service application.
      5. Clear the Active check box.
      6. Select Save.
        The system returns you to the UI Actions list.
    2. Activate the Propose Solution UI action for the Now Assist for CSM application to use this functionality in Core UI.
      1. From the UI Actions list, select the Propose Solution UI action for the Now Assist for CSM application.
      2. Select the Active check box.
      3. Select Save.
        The system returns you to the UI Actions list.
    3. Enable the Propose Solution declarative action for the Now Assist for CSM application to use this functionality in CSM Configurable Workspace.
      1. Navigate to the sys_declarative_action_assignment.list to display the Action Assignments list.
      2. In the Action label column, select Propose Solution.
      3. Enable the Active check box.
      4. Select Save.
        The system returns you to the Action Assignments list.