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Create a guidance in the Core UI › Configuring guidances and decision trees › Guided Decisions configuration › Agent tools › Organize agent workspaces › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure guidance detail experience

Configure guidance title and description that are displayed to users in recommended actions or playbooks.

Before you begin

Role required: sn_gd_guidance.guidance_manager

About this task

The detail information appears in playbooks, or in a contextual side panel or in a subtab for Recommended Actions for Service.

Procedure

  1. Navigate to All > Guided Decisions > Guidances.

  2. Select a guidance from the Guidances list.

  3. Configure the detail experience for the guidance in the Detail Experience tab.

    The detail experience is a message that is displayed for guidances that opens in the contextual side panel or in a subtab.

    1. In the Title field, add a title for the guidance in the detailed view.

    2. In the Guidance Message field, provide a message for the detail view.

  4. Select Submit.

What to do next

The process for configuring a guidance is the same in the Guided Decisions Experience application and the Recommended Actions for Service application.