Configure Service Request Resolution Workflow

Summary

This example describes the 26B template-based configuration of Service Request Resolution Workflow, which combines classification, clarification, and resolution assistance. Configure the AI Agent workflow first, then use a Service Workflow to invoke it for selected service requests.

Before you start

Use an administrator account and test environment. Select a test SR, queue, and email recipient; the workflow can send customer communications.

Before running the examples: Adapt the payloads, workflow references, conditions, and recipient mappings to your business process. Test with a small, controlled set of requests in a nonproduction environment. Verify the selected records, generated responses, and recipients before enabling the rule in production. Mask confidential information in any examples or execution results you share on Customer Connect.