Agent Assist in CSM Workspace for Case Types:

Looking to add Agent Assist to additional tables in CSM Configurable workspace? Here is your guide.

1. Set up Contextual Search Table Configuration:

Navigate to Contextual Search > Table Configuration and Open the record "Agent Assist[sn_customerservice_case]" where UI type is Workspace.

Change the table name to your extended table and use "Insert and stay" UI action to create the table configuration. Copy the sys id of your newly created record.

2. Set up contextual side panel action assignment:

Navigate to Workspace Experience > Actions & Components > Contextual Side Panel. Open the record with Action label "Agent Assist" on Case table. Again change the table and use "Insert" or "Insert and stay" UI actions.

Now, go back to the list view of Action Assignments.(Workspace Experience > Actions & Components > Contextual Side Panel). Personalize the list and add "Component Attributes" column to list view. Replace the sys id in attribute with the one you copied in step 1. The new payload would look like this.

{"cxsTableConfig":"table configuration sys_id_here"}

3. Modify Agent Assist screen conditions:

Now, these two steps are enough to make it work in Agent Workspace but to make it work in CSM workspace you need to do one more configuration.

• Navigate to "sys_ux_screen" table.
• Filter the list with sys id = D7b93d16453c3101043d7ddeeff7b1211. This is the sys id of Agent Assist screen used in CSM workspace.
• Open the record and modify the screen condition. Use ORparent.table=your_table_nameat end of condition to add your custom tables and save the record.

That's it! The Agent Assist would appear on in your CSM workspace for custom tables.