Associate a record with an interaction

As an agent, you might need to create a record on another table to work on an interaction. You can associate the record with the interaction.

Before you begin

Role required: interaction_agent

Note: You must also have the roles required to access the records that you want to associate with the interaction.

Procedure

1. Navigate to All > Interaction > Assigned to me.

2. Open the interaction you want to associate with another record.

3. Select Associate Record.

1. In the Interaction Related Record form, fill in the fields:

   Field	Description
   Document table	Select the table where the association is saved.
   Record Type	Select the type of record that you are associating with the interaction. Record type can be Task or Knowledge.
   Task	Select the task you want to associate with the incident. Task field becomes available when the record type is selected as Task.
   Knowledge article	Select the knowledge article you want to associate with the incident. Knowledge article field becomes available when the record type is selected as Knowledge.
   ID of related record	Automatically updated with the task or knowledge number.

2. Save the form.

Result

Task type records associated will appear in the Related Tasks related list for the interaction.

Parent Topic:Using Interaction Management