Configure guidance actions in Recommended Actions
Configure the actions that an agent can perform for a Recommended Actions guidance.
Before you begin
Role required: sn_nb_action.next_best_action_author, admin
Procedure
Navigate to All > Recommended Actions > Action Types > Guidances.
Select a guidance from the Guidances list.
In the Guidance Actions form section, click New.
On the Guidance Action form, fill in the fields.
| Field | Description |
|---|---|
| Guidance | The guidance that this action is associated with. This field is read only. |
| Action label | A name for this guidance action. |
| Call to Action Label | The label for the action button that appears on the recommendation card in the contextual side panel. For example, Review and attach article or Propose Solution. |
| Action Behavior | The selected behavior for the guidance action:- Single click: The action is initiated and completed with one click and the card moves to the History tab in the side panel. Useful for simple actions such as escalating a case. - Open in Contextual Side Panel: The action opens in a detailed view within the side panel. The agent can review the details in the side panel, such as reviewing the content of a knowledge base article. - Open in Sub Tab: The action opens in a separate tab. Note: Actions that open in the contextual side panel or in the subtab don’t move to the in-progress state. The action moves to the in-progress or completed state only when the agent clicks the action button in the detail view. |
| Primary | Denotes the guidance action as a primary action. This field is enabled by default. A primary action highlights the action that the agent should take and makes that action available as a button on the recommendation card. Note: A guidance can have only one primary guidance action. If this field is not selected, the guidance action is a secondary action available through the more actions menu on the recommendation card. |
| Application | The application that this guidance action is associated with. This field is read only. |
| Guidance Action Automation | The flow associated with this guidance action. |
| Order | The order of the action. |
| Completion Message | The message that appears at the top of the recommendation card when the guidance action is complete. For example, KB article was shared. |
Depending on the selected flow in the Guidance Action Automation field, you can configure flow inputs and guidance outputs.
- Configure flow inputs in the Automation Flow Inputs tab.
Configure outputs in the Guidance Outputs tab.
These fields can contain static text, dynamic content (field values from guidance inputs), or a combination of static text and dynamic content. To use dynamic content, select the pill picker icon next to the field and select a guidance input from the list.
Click Submit.