Configure the Similar Records Activity UI in Service Request Playbook

The Similar Records Activity UI uses the name and description of existing cases to display a list of cases associated with the current case, allowing an agent to determine whether the current case is a duplicate of an existing case. Similar records can also provide helpful information about a current case.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Process Automation > Workflow Studio.

2. Select Service Request.

3. Under Intake, select Add Activity.

4. SelectPlaybooks for Customer Service Management > Similar Records

5. Under When to Start, select With Previous from the dropdown.

6. Select View all properties, then Automation.

7. Select the arrow next to Record, and select Trigger- Service Request > Service Request Record.

8. Under Conditions, select Stage > is not > Intake.

9. Toggle Advanced in the top right corner of the screen.

10. Select Experience, and set the associated table to "Service Request".

11. Set the associated record to Trigger- Service Request > Service Request Record

12. To set parameters for.

13. Set the title to This activity > Label.

14. Select Done, then select Activate.

Result

The Similar Records UI activity is now configured, and the modal should now display when you open a new or existing Service Request Playbook.