Create a guidance in Recommended Actions

Create a guidance that you can select when creating a recommendation in Recommended Actions.

Before you begin

Role required: sn_nb_action.next_best_action_author, or admin

Procedure

1. Navigate to All > Recommended Actions > Action Types > Guidances.
2. Create a guidance.
   1. Select New in the Guidances list.
   2. In the Name field, enter a name for the guidance.
   3. In the Description field, enter a brief description of the guidance.
   4. Optional: Make the guidance available to multiple agents working on the case by selecting the Action available to multiple users check box.
      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.
   5. Optional: Select Allow users to re-run the guidance to enable agents to go back to the previous node or edit the previous nodes in the runtime experience of a decision tree.
      This field is only displayed when the Guided Decisions Experience plugin (sn_ga_exp) is installed.
   6. Optional: Select Hide completed guidance to hide 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.
   7. 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. In the Label field, enter a name for the input.
   3. In the Type field, select the 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.
   4. If the guidance input requires an action by the agent, such as adding information to a field, select the Is form field check box.
   5. Optional: Enter a Default value.
   6. 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. In the Label field, enter a name for the output.
   3. In the Type field, select the 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.
   4. Optional: Enter a Default value.
   5. Select Submit.
6. Configure the detail experience for the guidance in the Detail Experience tab.
   The detail experience is a message that is displayed for guidances that opens in the contextual side panel or in a subtab.
   1. In the Title field, add a title for the guidance in the detailed view.
   2. In the Guidance Message field, provide a message for the detail view.
7. Select Submit.