Configure the Similar Records Activity UI in Service Request Playbook

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • The Similar Records Activity UI uses the name and description of existing cases to display a list of cases associated with the current case, allowing an agent to determine whether the current case is a duplicate of an existing case. Similar records can also provide helpful information about a current case.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Process Automation > Process Automation Designer.
    2. Select Service Request.
    3. Under Intake, select Add Activity.
    4. SelectPlaybooks for Customer Service Management > Similar Records
    5. Under When to Start, select With Previousfrom the dropdown.
    6. Select View all properties, then Automation.
    7. Select the arrow next to Record, and select Trigger- Service Request > Service Request Record.
    8. Under Conditions, select Stage > is not > Intake.
    9. Toggle Advanced in the top right corner of the screen.
    10. Select Experience, and set the associated table to "Service Request".
    11. Set the associated record to Trigger- Service Request > Service Request Record
    12. Optional: To set parameters for.
    13. Set the title to This activity > Label.
    14. Select Done, then select Activate.

    Result

    The Similar Records UI activity is now configured, and the modal should now display when you open a new or existing Service Request Playbook.