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Interaction types, driver categories, and tasks

Updated on September 12, 2020

Interaction types (known as Channels in the Retail User Portal during App Studio configuration) and driver categories (known as Add Task menu categories in the Retail User Portal in App Studio) determine the tasks that a customer service representative accesses during an interaction with a customer. The interaction type appears in the New menu list of the Retail User Portal. Selecting an interaction type from New menu list, enables you to start a new Interaction. Intent tasks are references to service requests and provides information to determine which service request category must be displayed and when for each interaction channel. Intent Task rules are created  automatically along with the Service Requests (Case types) in App Studio.

When you finish running the New Application wizard in the Dev Studio, the interaction types are created for you. You can determine which tasks are associated with those interaction types or channels. The defined tasks appear in the Add Task menu of the Retail User Portal during a customer interaction.

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