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Preferences - Intake Summary Step

The intake summary step is the last step in the intake process, where requesters can view a summary of their request before submitting. Here, you can configure which fields display on the summary step.

Whether this intake summary step displays or not is configured in the standard flow.

Default Summary Step Module

Select the module whose logic defines the summary step by default.

This is a core module, configured to use the Solution Preferences. Overriding a core module may cause some Preference configurations to become obsolete. Override this with caution.

Request Fields to Include

Define the fields that are included in the summary step, and when/how those fields display.

Add a Request Field to Include

To add a field to the request tracker, follow the steps below:

  1. In the Request Fields to Include table, scroll to the bottom of the table and select the Create Row button, preference-table-create-row.png. The Create Row window displays.

  2. Configure by entering values for the relevant fields:

    Remember, you can select the insert field button, insert_field.png, to add dynamic values.

    1. Name (Required) - Enter a descriptive name for the field. This name displays in the request summary table as the field label.

    2. Description - Enter a description of the field.

    3. Value (Required) - Enter one or more schema fields to populate the field. You may also enter free text.

      Example: To display the request spend amount, you might enter {Total_Amount}{Request_Currency}.

    4. Display Conditions - Define the conditions that determine if the field displays.

      Tip: For more information about condition groups, see Conditions.

    5. Sort Order - Define the order in which the fields display, where the higher value displays first.

  3. When finished, select Create. Your request field is added.

Default Estimation Calculator

Tonkean calculates the estimated time for the user's request to be resolved based on previous similar requests and custom guidelines provided to the relevant agent. Select the module to perform the estimate calculation.

We recommend you set this option to use the default Core Estimation module. However, you can also create a custom module to perform this step.

AI Estimate Guidelines

Include guidelines for what's common to expect from processing times as guidelines for the AI. This is most useful at the beginning when there isn't enough data to calculate a real estimation.

You can disable this option by de-selecting the Show Estimation of how long the request will take to handle and why option.

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