| \n\nTable\n\n | \n\nDescription\n\n |
|---|---|
| \n\nContext\\[sn\\_nb\\_action\\_rule\\_context\\]\n\n | \n\nStores contexts for tables such as case, incident, and problem for which recommendations are generated.\n\n |
| \n\nRecommendation\\[sn\\_nb\\_action\\_recommended\\_action\\]\n\n | \n\nStores recommendations, which include action type, action, and resource generator information.\n\n |
| \n\nAction Type Definition\\[sn\\_nb\\_action\\_type\\_definition\\]\n\n | \n\nStores action type definitions such as guidances, guided decision trees, and field recommendations.\n\n |
| \n\nField Recommendation\\[sn\\_nb\\_action\\_field\\_recommendation\\]\n\n | \n\nStores field recommendations.\n\n |
| \n\nField Recommendation Definition\\[sn\\_nb\\_action\\_field\\_recommendation\\_definition\\]\n\n | \n\nStores field recommendation definitions.\n\n |
| \n\nField Recommendation Input\\[sn\\_nb\\_action\\_field\\_recommendation\\_input\\]\n\n | \n\nStores inputs for field recommendations.\n\n |
| \n\nResource Generator\\[sn\\_nb\\_action\\_resource\\_generator\\]\n\n | \n\nStores resource generators.\n\n |
| \n\nResource Generator Type\\[sn\\_nb\\_action\\_resource\\_generator\\_type\\]\n\n | \n\nStores resource generator types such as flow, decision table, scripting, similarity, similarity with trend, and classification.\n\n |
| \n\nResource Generator Type Input\\[sn\\_nb\\_action\\_generator\\_type\\_input\\]\n\n | \n\nStores inputs for resource generators types.\n\n |
| \n\nTrend Definition\\[sn\\_nb\\_action\\_trend\\_definition\\]\n\n | \n\nStores trend definitions.\n\n |
| \n\nRule\\[sn\\_nb\\_action\\_condition\\_based\\_rule\\]\n\n | \n\nStores rules, which include a condition and roles for the context.\n\n |
| \n\nRecommended Action Rule\\[sn\\_nb\\_action\\_rule\\_base\\]\n\n | \n\nStores recommended action rules records.\n\n |
| \n\nConditional Rule\\[sn\\_nb\\_action\\_conditional\\_rule\\]\n\n | \n\nStores conditional rules. This table is no longer supported.\n\n |
| \n\nDecision Table Rule\\[sn\\_nb\\_action\\_decision\\_table\\_rule\\]\n\n | \n\nStores decision table rules. This table is no longer supported.\n\n |
| \n\nRecommended Action Input Generator\\[sn\\_nb\\_action\\_input\\_generator\\]\n\n | \n\nStores input generator records. This table is no longer supported.\n\n |
| \n\nSearch result recommended action mapping \\[sn\\_nb\\_action\\_search\\_result\\_ra\\_mapping\\]\n\n | \n\nStores mapping between search result outputs and action inputs.\n\n |
| \n\nRole\n\n | \n\nDescription\n\n | \n\nContains roles\n\n |
|---|---|---|
| \n\nRecommended Actions admin\\[sn\\_nb\\_action.next\\_best\\_action\\_admin\\]\n\n | \n\nGrants administrator access to the Recommended Actions application.\n\n | \n\nsn\\_nb\\_action.next\\_best\\_action\\_author\n\n |
| \n\nRecommended Actions author\\[sn\\_nb\\_action.next\\_best\\_action\\_author\\]\n\n | \n\nCan create recommended actions.\n\n | \n\n- sn\\_nb\\_action.resource\\_generator\\_author\n- sn\\_gd\\_guidance.guidance\\_manager\n- sn\\_nb\\_action.next\\_best\\_action\\_user\n- sn\\_gd\\_core.decision\\_tree\\_author\n\n |
| \n\nRecommended Actions user\\[sn\\_nb\\_action.next\\_best\\_action\\_user\\]\n\n | \n\nCan use recommended actions.\n\n | \n\nsn\\_gd\\_core.decision\\_tree\\_author\n\n |
| \n\nResource Generator author\\[sn\\_nb\\_action.resource\\_generator\\_author\\]\n\n | \n\nGrants access to configure resource generators.\n\n | \n\n- flow\\_operator\n- decision\\_table\\_reader\n- platform\\_ml\\_read\n- sn\\_nb\\_action.trend\\_definition\\_author\n- sn\\_ti\\_admin.tia\\_user\n\n |
| \n\nTrend Definition author\\[sn\\_nb\\_action.trend\\_definition\\_author\\]\n\n | \n\nGrants access to configure trend definitions.\n\n | \n\nNone\n\n |
| \n\nGuidance\n\n | \n\nDescription\n\n |
|---|---|
| \n\nApply resolution from a solved case\n\n | \n\nEnables agents to apply a resolution from a recommended solved case by clicking **Resolve case** button on a card, which copies the resolution notes and a resolution code from the solved case into the Closure Information section of the current case. The state of the current case changes to resolved.\n\n |
| \n\nCommunicate Workaround\n\n | \n\nEnables agents to communicate a workaround from a recommended problem record by clicking a **Communicate workaround** button on a card, which opens the guidance in the side panel.\n\n The guidance shows the workaround from the problem record and provides a note field for the agent to add additional notes. The workaround and notes are added in the work notes and the problem record is linked to the current case.\n\n |
| \n\nCreate case task\n\n | \n\nEnables agents to create a case task for the current case by clicking a **Create** button on a card, which opens the guidance in the side panel where the agent can enter a subject for a new case task and submit it.\n\n |
| \n\nCreate Work Order\n\n | \n\nEnables agents to create a work order for a case by clicking a **Create** button on a card. Creates a work order task and opens the task in a subtab.\n\n |
| \n\nLink to existing defect\n\n | \n\nEnables agents to link an existing defect to the current case by clicking a **Link to defect** button on a card, which links the defect to the case and updates the work notes.\n\n |
| \n\nLink to existing open case\n\n | \n\nEnables agents to link the current case to an existing open case by clicking a **Link to this case** button on a card, which sets the open case as the parent of the current case.\n\n |
| \n\nOffer Recommendation\n\n | \n\nEnables agents to recommend upgrade of a product to provided product model.\n\n |
| \n\nPropose Resolution\n\n | \n\nEnables agents to enter resolution notes and a resolution code for a case by clicking a **Propose Solution** button on a card.\n\n |
| \n\nRead message to customer\n\n | \n\nEnables an agent to indicate that a message was read to a customer during a call by clicking the **Mark as read** button on a card, and adding the message to the work notes.\n\n |
| \n\nReassign case\n\n | \n\nEnables agents to reassign the current case to a recommended assignment group by clicking the **Reassign** button on a card, which opens the guidance in a side panel where the agent can enter notes. The current case is reassigned to a different assignment group and the work notes are updated.\n\n |
| \n\nReview and attach article\n\n | \n\nEnables agents to review a recommended knowledge article in the contextual side panel by clicking a **Review and attach article** button on a card, which opens the article in the side panel.\n\n In the side panel, agents can do the following:\n\n- Review the article.\n- Attach the article to the case.\n- Mark the article as helpful.\n- Open the article in a subtab.\n\n |