Create a guidance for linking the similar major case to the current case

Create a guidance for linking the similar major case to the current case by configuring guidance inputs, preview experience, and guidance action.

Before you begin

Role required: sn_nb_action.next_best_action_author, admin

Procedure

1. Navigate to All > Recommended Actions > Action Types > Guidances.

2. Select New in the Guidances list.

3. In the Name field, enter Link similar major case.

4. In the Description field, enter This guidance recommends to link the identified similar major case to the current case..

5. Create the following 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 Current case.

   3. In the Type field, select Reference.

   4. In the Reference Specification related list, in the Reference field, select the Case table.

   5. Select Submit.

   6. In the Guidance Input tab, select New again.

   7. In the Label field, enter Major case.

   8. In the Type field, select Reference.

   9. In the Reference Specification related list, in the Reference field, select the Case table.

   10. Select Submit.

6. Configure the preview experience.

   1. In the Preview Title field, enter Link to this major case.

   2. In the Fields to display, select the parent case input.

   3. In the Message field, enter This is the similar Major case predicted that you can link to the current case.

7. Save the guidance record to display the Guidance Actions related list.

8. Configure a guidance action.

   1. In the Guidance Actions form section, select New.

   2. In the Action Label field, enter Link major case.

   3. In the Call to Action Label field, enter Link major case.

   4. In the Action Behaviour field, select Single-click.

   5. In the Guidance Action Automation field, select the Link major case subflow.

   6. In the Completion Message field, enter The suggested major case is linked!

   7. Save the record to display the flow inputs.

   8. In the Automation Flow Inputs related list, fill in the fields.