Components installed with Recommended Actions

Several types of components are installed with the Recommended Actions application, including tables, roles, guidances, resource generators, and scheduled jobs.

Tables

The Recommended Actions application adds the metadata tables described in the following table.

Table 1. Tables installed with Recommended Actions

Table	Description
Context [sn_nb_action_rule_context]	Stores contexts for tables such as case, incident, and problem for which recommendations are generated.
Recommendation [sn_nb_action_recommended_action]	Stores recommendations, which include action type, action, and resource generator information.
Action Type Definition [sn_nb_action_type_definition]	Stores action type definitions such as guidances, guided decision trees, and field recommendations.
Field Recommendation [sn_nb_action_field_recommendation]	Stores field recommendations.
Field Recommendation Definition [sn_nb_action_field_recommendation_definition]	Stores field recommendation definitions.
Field Recommendation Input [sn_nb_action_field_recommendation_input]	Stores inputs for field recommendations.
Resource Generator [sn_nb_action_resource_generator]	Stores resource generators.
Resource Generator Type [sn_nb_action_resource_generator_type]	Stores resource generator types such as flow, decision table, scripting, similarity, similarity with trend, and classification.
Resource Generator Type Input [sn_nb_action_generator_type_input]	Stores inputs for resource generators types.
Trend Definition [sn_nb_action_trend_definition]	Stores trend definitions.
Rule [sn_nb_action_condition_based_rule]	Stores rules, which include a condition and roles for the context.
Recommended Action Rule [sn_nb_action_rule_base]	Stores recommended action rules records.
Conditional Rule [sn_nb_action_conditional_rule]	Stores conditional rules. This table is no longer supported.
Decision Table Rule [sn_nb_action_decision_table_rule]	Stores decision table rules. This table is no longer supported.
Recommended Action Input Generator [sn_nb_action_input_generator]	Stores input generator records. This table is no longer supported.
Search result recommended action mapping [sn_nb_action_search_result_ra_mapping]	Stores mapping between search result outputs and action inputs.

Roles

The Recommended Actions application includes the roles described in the following table.

Table 2. Roles installed with Recommended Actions

Role	Description	Contains roles
Recommended Actions admin [sn_nb_action.next_best_action_admin]	Grants administrator access to the Recommended Actions application.	sn_nb_action.next_best_action_author
Recommended Actions author [sn_nb_action.next_best_action_author]	Can create recommended actions.	sn_nb_action.resource_generator_author sn_gd_guidance.guidance_manager sn_nb_action.next_best_action_user sn_gd_core.decision_tree_author
Recommended Actions user [sn_nb_action.next_best_action_user]	Can use recommended actions.	sn_gd_core.decision_tree_author
Resource Generator author [sn_nb_action.resource_generator_author]	Grants access to configure resource generators.	flow_operator decision_table_reader platform_ml_read sn_nb_action.trend_definition_author sn_ti_admin.tia_user
Trend Definition author [sn_nb_action.trend_definition_author]	Grants access to configure trend definitions.	None

Granular admin users can be granted delegated developer privileges and other required roles to manage and configure metadata in scoped applications instead of assigning high-privileged admin roles. By granting granular admin users with the Manage Update Set permission, you can allow them to create and manage records within a specific application scope and track those changes in the appropriate update set. The metadata_scope_viewer role allows these granular admins to view the Application field on metadata records within scoped applications. Other than the roles in the preceding table, you can delegate deployment tasks to developers or non-admin users. For more information on the delegated development, see Delegated Development.

Guidances

The Recommended Actions application includes the guidances described in the following table.

Table 3. Guidances installed with Recommended Actions

Guidance	Description
Apply resolution from a solved case	Enables agents to apply a resolution from a recommended solved case by clicking Resolve case button on a card, which copies the resolution notes and a resolution code from the solved case into the Closure Information section of the current case. The state of the current case changes to resolved.
Communicate Workaround	Enables agents to communicate a workaround from a recommended problem record by clicking a Communicate workaround button on a card, which opens the guidance in the side panel. The guidance shows the workaround from the problem record and provides a note field for the agent to add additional notes. The workaround and notes are added in the work notes and the problem record is linked to the current case.
Create case task	Enables agents to create a case task for the current case by clicking a Create button on a card, which opens the guidance in the side panel where the agent can enter a subject for a new case task and submit it.
Create Work Order	Enables agents to create a work order for a case by clicking a Create button on a card. Creates a work order task and opens the task in a subtab.
Link to existing defect	Enables agents to link an existing defect to the current case by clicking a Link to defect button on a card, which links the defect to the case and updates the work notes.
Link to existing open case	Enables agents to link the current case to an existing open case by clicking a Link to this case button on a card, which sets the open case as the parent of the current case.
Offer Recommendation	Enables agents to recommend upgrade of a product to provided product model.
Propose Resolution	Enables agents to enter resolution notes and a resolution code for a case by clicking a Propose Solution button on a card.
Read message to customer	Enables an agent to indicate that a message was read to a customer during a call by clicking the Mark as read button on a card, and adding the message to the work notes.
Reassign case	Enables agents to reassign the current case to a recommended assignment group by clicking the Reassign button on a card, which opens the guidance in a side panel where the agent can enter notes. The current case is reassigned to a different assignment group and the work notes are updated.
Review and attach article	Enables agents to review a recommended knowledge article in the contextual side panel by clicking a Review and attach article button on a card, which opens the article in the side panel. In the side panel, agents can do the following: Review the article. Attach the article to the case. Mark the article as helpful. Open the article in a subtab.

Resource generators

The Recommended Actions application includes the resource generators described in the following table.

Table 4. Resource generators installed with Recommended Actions

Resource generator	Description
Find most read KB Article for Product	Finds the most read KB article for the selected product. You can use this KB article to attach to a case as a recommended action.
Find Matching PRB with workaround	Finds a matching problem record that has a workaround. You can propose to share the workaround from this case as a recommended action.
Find Matching PRB without workaround	Finds a matching problem record without a workaround. You can propose to link to this problem record as a recommended action.