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            Service Process Agent Action Considerations and Limitations

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            Service Process Agent Action Considerations and Limitations

            Limitations are boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals.

            Required Editions

            View supported product editions.

            Consider these limitations while you create agent actions.

            Data Type Limitations

            Currency and Percentage Variables: When creating a currency or percentage variable in an autolaunched flow that is in its draft status, the scale is set to 0 by default. Users can manually adjust this scale value as required and then finalize the agent creation.

            List of Maps: For service process attributes that are a list of maps, the child attributes are limited to the following data types: boolean, string, double, and integer. Any other data type selected is treated as text.

            Warning
            Warning When you create service process attributes, do not use attributes that are a list of maps or context variables.

            Picklist: Agent actions do not currently support the picklist data type. Therefore, picklist values are treated as text in the autolaunched flow.

            Functionality and Naming Conventions

            Default Values: Dynamic agent action instruction creation does not support default values for context definitions, lists of maps, or their child attributes.

            Business Logic: The auto-generated flow does not copy business logic from the intake flow. Users must manually update the new flow with their business logic.

            Variable Naming: It’s recommended that you don’t change the variable and API names of flow variables. These names are derived from the service process attributes' API names and are crucial for the dynamic creation of instructions, specifically for identifying child attributes within a list of maps.

            Other Limitations

            CRM and Portal Site UI Experience Differences: The user interface for displaying attributes in service processes differs between CRM sites and portals. Certain primitive data types may not function as expected when using Apex representations, impacting how users interact with list of maps and context variables. In the CRM site's Lightning Experience, attributes appear as data types when expecting user input. However, on a portal site, the same attributes are displayed as natural language questions.

            Product Requests: The creation of agent actions for product requests isn’t currently supported.

             
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