Create facets for activity contexts
Create facets to group the data and enable customer service agents to filter and display the data they want to see in the activity feed.
Learn more about configuring facets from the following video tutorial.
Before you begin
- Role required: admin
- Ensure that the application scope is set to Customer Central.
About this task
An activity context is the person or user who is interacting with the customer service agent. There are two predefined activity contexts: consumer and contact. Facets group the data, which enables customer service agents to filter and display the data they want to see in the activity feed. Each facet represents an activity group.
Facets are displayed in the Customer History view in Agent Workspace. Dynamic facets display record details associated with the facet.
Customer History tab displaying Cases facet with list of cases and with a brief description.
Static facets display a subcategorization of the facets without any record details.
Customer History tab with the Interactions facet highlighted.
Procedure
Navigate to All > Customer Central > Customer History > Guided Setup.
Select Get Started under Activity Contexts.
Note: The Get Started button becomes active only after you complete all configurations and select Mark as Complete in the previous sections.
Select Configure beside Facets.
Open the contact or consumer record that you want to create facets for.
On the Facets related list, select New.
Note: Ensure that the application scope is set to Customer Central. The New button only appears under this scope.
Fill out the fields, as required.
| Field | Description |
|---|---|
| Name | Enter a Name for the facet. This is the name of the facet that appears on the Customer History view. |
| Activity context group | Add an activity context group for the facet. |
| Facet type | Select whether the facet is dynamic or static. Dynamic displays record details associated with the facet. Static displays a subcategorization of the facets without any record details. Static facets can also be associated to a facet group. |
| Order | Enter the order the facet should appear in. |
| Facet group | If you selected facet type Static, associate the facet to a group. If you associate the facet to a facet group, this facet becomes a subcategory of the facet group you selected. |
| Icon | Select an icon for the facet. |
| Facet title | If you selected facet type Dynamic, choose the field of the record to display as the facet title. |
| Facet fields | If you selected facet type Dynamic, select the fields to display for each record. |
- Select Submit.