Add, Modify, or Remove Items from the Actions Menus on the Agent Console (Managed Package)

On the agent console, you can see an Actions menu in the customer's account section and another Actions menu in the subscriptions section. Launching a workflow from the account section allows you to select the subscription that you want to act on, while launching a workflow from the subscription section enables you to act on the relevant subscription directly.

1. In Quick Find, enter Custom and click Custom Metadata Types.
2. Go to VPL Console Action and click Manage Records.
3. To add a new item in the Actions menu, create a new record.
   1. Click New.
   2. Enter a suitable label and name that allows you to identify this record.
   3. In Omniscript Display Name, enter the text that you want displayed on the agent console.
   4. In Applicable Journey, specify Prepaid if the action is valid for prepaid journeys.
   5. In Action Category, enter the subheading under which an action should be displayed on the agent console. The values used by default are Service, Plan, SIM, and Number. If you want to create a new category, just enter the relevant category title. If that category doesn't already exist, a new category is created.
   6. In Display Order, enter a number to determine the sequence in which items should be displayed.
   7. In Omniscript URL, enter the URL for the OmniScript that you want to launch with this item. Ensure that the URL is constructed appropriately. For details about constructing this URL, see Custom Metadata Types and Records Used in Multiplay Subscription Management (Managed Package).
   8. In Action Context, specify if the action should be displayed in the Actions menu of the subscription card or in the Actions menu of the account. This field can contain only one value, either Account or Subscription. For actions that must be listed in both Actions menus, use two separate records, one for the account and another for the subscription.
   9. In Applicable View, enter Console to display this action on the agent console. If you want to display this action as a workflow on the customer portal as well, enter Community. You can enter both values, separated by a comma.
   10. Click Save.
4. To modify an item:
   1. Go to the item that you want to change and click Edit.

      Records with _subscription appended to the name are used in the subscription section of the agent console. Records without _subscription are used in the account section of the agent console.

   2. Update the fields as required.
      You can update various fields of the custom metadata type to modify the journeys an action is associated with, the placement of an action in the appropriate category and sequence, whether an action is listed in the account section or subscription section on the agent console, and which OmniScript is launched by clicking an action.
   3. Click Save.
5. To remove an item:
   1. Go to the item that you want to remove and click Edit.
   2. In Action Context, remove the current value and leave the field blank. If no value is specified here, the action isn't displayed.
   3. Click Save.
6. When you are done modifying the custom metadata that controls the list of actions in the Actions menus on the agent console, you can verify your changes. Log in to the agent console and start an interaction. The Actions menus in the account section and the subscription section show your changes.