Contexts in Recommended Actions for Customer Service

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Contexts in Recommended Actions for Customer Service

    The Recommended Actions for Customer Service application enhances agent efficiency by providing context-sensitive recommendations based on specific records. Contexts define rules that trigger relevant action suggestions, helping agents respond effectively to cases and interactions.

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    Case Context Record

    This application includes a Case Context record for the Case table, which contains rules, recommendations, and search result mappings. Key tables such as Knowledge, Case, Incident, Problem, and Change Request are mapped to specific guidance actions, while other tables use a default guidance action for search results. This structure ensures agents receive targeted recommendations aligned with the case data.

    Interaction Context Record

    The Interaction Context record supports chat interactions by automatically displaying relevant Knowledge articles based on the interaction’s short description. It maps knowledge results to a “Share KB in chat interactions” guidance action, visible in the Search tab of the contextual side panel during chats. Other search source tables, except Knowledge, map to the default guidance action to provide comprehensive search results during interactions.

    Enabling Recommendations for Chat Interactions

    • Navigate to the interaction context settings under Recommended Actions.
    • Activate the “Active” checkbox for the CSM Interaction context.
    • Save the update to enable contextual recommendations for chat records.

    Managing Context Records and Fix Script

    A built-in fix script prevents conflicts by deactivating duplicate Interaction Context records for the same table. When activating or deactivating contexts, the system provides alert messages to avoid conflicts. If multiple contexts are active for the same table, administrators receive guidance to specify the appropriate contextSysID property on the Recommended Actions component of related record pages. This ensures the correct context is applied and prevents recommendation errors.

    Key Outcomes

    • Agents gain targeted, actionable recommendations tailored to case and interaction records.
    • Chat interactions benefit from real-time, relevant knowledge article suggestions in the side panel.
    • System safeguards prevent conflicting context activations, maintaining recommendation accuracy.
    • Administrators receive clear alerts and instructions for managing multiple contexts effectively.

    A context enables agents to see recommendations for records from a table when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.

    The Recommended Actions for Customer Service application provides context records for the Case and Interaction tables.

    Case Context record

    The Recommended Actions for Customer Service application provides the Case Context record for the Case table.

    Context records include rules and recommendations. The Case Context record also includes search result mapping records for the search source tables. The following tables are mapped to specific guidance actions:
    • Knowledge
    • Case
    • Incident
    • Problem
    • Change Request
    The remaining tables are mapped to the Default guidance for search results guidance action.

    Interaction Context record

    The Recommended Actions for Customer Service application includes a context record and search mapping record that automatically displays search results from the Knowledge table for chat interaction records.

    The Interaction Context record enables search based on the short description of the interaction record and displays relevant articles. The search mapping record maps knowledge results to the Share KB in chat interactions guidance. During chat interactions, the system accurately displays knowledge results in the Search tab in the contextual side panel.

    The Recommended Actions for Customer Service application also includes a search mapping record that maps all search source tables, with the exception of the Knowledge table, to the Default guidance for search results guidance action. During chat interactions, the system accurately displays results for the search source tables in the Search tab.

    Follow these steps to enable recommendations in the contextual side panel for chat interactions:

    1. Navigate to All > Recommended Actions > Contexts > CSM Interaction context.
    2. Enable the Active check box.
    3. Select Update.

    Fix script

    The Recommended Actions for Customer Service application includes a fix script that checks for existing context records associated with the same table as the Interaction Context record.
    • If one or more records for the same table are found, the Interaction Context record is deactivated.
    • If no existing context records for the same table are found, the Interaction Context record remains active.

    This avoids duplicate or conflicting context records.

    Activating or deactivating context records

    When activating or deactivating context records, the system displays alert messages so that contexts can be managed effectively without causing conflicts.

    If multiple contexts are activated for the same table, the system alerts the admin to specify the correct contextSysID property in the Recommended Actions component on record pages for the referenced table.

    If an admin activates multiple contexts for the same table, the system displays a message advising the admin to specify the correct contextSysID property on the Recommended Actions component for all record pages that reference this table.

    The message includes information about how to configure the contextSysID property on the Recommended Actions component and what happens if the correct context is not specified.

    The system logs all context activation and deactivation events along with the displayed alerts.