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Disable the Augmented agent assistant

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With the Augmented agent assistant component enabled, you can then disable it for a service case or individual screens, based on your business needs. Ensure that a technical resource, familiar with the class structure of your service cases as well as the flow action rules for each screen, completes this configuration.

Disabling the Augmented Agent Assistant for a service case

Based on your business requirements, you might sometimes need to disable the Augmented Agent Assistant component for a selected case type. To disable the Augmented Agent Assistant for a specific case type, you must enable the HideCSRAssistant data transform, which disables the CSR Assistant

Ensure that you unlock the ruleset that you want to edit. If you do not unlock the ruleset, you cannot save the data transform. Either check the ruleset out to a branch or save the ruleset as an unlocked ruleset version for editing. You can also use Private edit to create a private copy for editing.

To disable the Augmented Agent Assistant feature for a selected service case type, complete the following steps:

  1. In the navigation pane of Dev Studio, on the App tab, click Classes to view a list of classes.

  2. For the required class, click Data Model Data Transform pyDefault .

  3. On the Definition tab, click the Add a row icon to add a new row.

  4. Under Actions, the default value is Set.

  5. In the Target field, enter .HideCSRAssistant.

    Do not change the default value Set under Actions.
  6. In the Source field, enter true.

  7. Click Save.

Disabling the Augmented Agent Assistant for an individual screen

Business needs sometimes demand the disabling of the Augmented Agent Assistant component for individual screens. To disable the component on a per-screen basis, enable the HideCSRAssistant data transform on the flow action, which disables the CSR Assistant.

Ensure that you unlock the ruleset that you want to edit. If you do not unlock the ruleset, you cannot save the data transform. Either check the ruleset out to a branch, or save the ruleset as an unlocked ruleset version for editing. You can also use Private edit to create a private copy for editing.

To disable the Augmented Agent Assistant feature for individual screens, complete the following steps:

  1. In the navigation pane of Dev Studio, on the App tab, click Classes to view a list of classes.

  2. For the required class, click the Expand to show child rows icon to expand the class.

  3. Expand the Process category, and then expand the Flow Action category.

  4. To open the screen on which you want to disable the Assistant, click the required flow action.

  5. On the Action tab, in the Pre-processing or Post-processing section, in the Apply data transform autocomplete box, select .HideCSRAssistant.

  6. This data transform hides the Assistant for all screens in the flow from this point onward.

  7. Optional:

    To enable the Assistant for subsequent screens in the same flow, repeat steps 1 to 6 and select the .ShowCSRAssistant data transform.

  8. Click Save.

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