Engagement Risk Solutions decision table changes - Support and Troubleshooting

Engagement Risk Solutions decision table changes .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } span { font-size: 12pt; font-family: Lato; color: var(--now-color--text-primary, #000000); } h2 { font-size: 24pt; font-family: Lato; color: var(--now-color--text-primary, black); } h3 { font-size: 18pt; font-family: Lato; color: var(--now-color--text-primary, black); } h4 { font-size: 14pt; font-family: Lato; color: var(--now-color--text-primary, black); } a { font-size: 12pt; font-family: Lato; color: var(--now-color--link-primary, #00718F); } a:hover { font-size: 12pt; color: var(--now-color--link-primary, #024F69); } a:target { font-size: 12pt; color: var(--now-color--link-primary, #032D42); } a:visited { font-size: 12pt; color: var(--now-color--link-primary, #00718f); } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Overview The Engagement Risk Solutions Decision Table has been updated to change the result column type from a Solution Subflow to a Customer Success Definition record.

This update shifts the decision table from returning an automation artifact (subflow) to returning a structured business solution record.

What Changed in the Engagement Risk Solutions Decision Table The result column type has been changed from Solution Subflow to Customer Success Definition.

The decision table now returns a solution definition, rather than directly invoking automation logic.

Previous Design Previously, each rule in the decision table returned a Solution Subflow. When a risk condition matched:

The decision table selected a subflow The subflow handled both: Solution logic Execution steps

Limitations Tight coupling between risk evaluation and automation logic Harder to reuse solutions across scenarios Limited reporting on solution types Subflows acted as both: Business solution representation Execution mechanism New Design The decision table now returns a Customer Success Definition record instead of a subflow.

The Customer Success Definition represents the recommended solution and serves as a structured business object that can:

Define the solution type Store solution metadata Be reused across multiple risk scenarios Be referenced by different automation paths Execution (flows, tasks, playbooks) is now handled downstream based on the returned definition.

Migration Guidance for Existing Customers Customers currently using Solution Subflows as decision table results need to migrate to the Customer Success Definition–based model to align with the updated architecture.

This migration ensures continued compatibility with risk solution orchestration and reporting.

Step 1 — Create Customer Success Definitions For each existing Solution Subflow:

Navigate to Customer Success Definitions. Create a new definition record. Map the definition to the corresponding solution type and metadata. Associate the existing Solution Subflow as the execution mechanism. Implementation Note: The subflow should be invoked by downstream automation using the definition. Ensure the subflow returns its output as an array of objects with all field names in lowercase, where each object includes the table name and the corresponding id.

(The following is an example of the subflow.)

Step 2 — Update Decision Table Entries For each category or rule in the Engagement Risk Solutions Decision Table:

Open the decision table. Locate rules currently returning a Solution Subflow. Replace the result value with the newly created Customer Success Definition. Validate that each category maps to the correct definition. This ensures the decision table now returns a solution definition, not an automation artifact.

Step 3 — Test End-to-End Test representative risk scenarios to verify:

Solution Selection The Engagement Risk Solutions Decision Table returns the correct Customer Success Definition based on the evaluated risk conditions. Each risk category and rule maps to the intended solution definition. Execution Behavior The downstream automation (subflow) associated with the selected Customer Success Definition is triggered correctly. Execution follows the expected path based on the solution type and configuration. Output Handling The subflow returns outputs in the expected structured format (for example, an array of objects containing table and sys_id ). Downstream orchestration logic successfully consumes and processes the returned outputs without errors. Closure and Reporting Solution execution results in the correct closure behavior (for example, task completion). Reporting, analytics, and audit data reflect the correct solution type, execution outcome, and associated records.