Generates a list of suggested cases based on the case type. This table uses historical data, user behavior, and system intelligence to improve case-resolution efficiency.

Workday Resource Information

Each case type can have different suggestions. Suggestions include: Knowledge Base articles, tasks, external links, and learning content.

Secured by: Manage: Case Create on Behalf Of+TG, Self Service: Help Case Management+TG

Scope: Help

Columns

Name	Type	Description
CaseSuggestionContentId	String	The Workday identifier (Id) of the task, learning content, help article, or website link that is suggested as a case resolution. This Id ensures that the suggested resource is properly linked to the case for reference.
Description	String	A brief explanation of the suggested case resource. This description provides context on why the suggestion is relevant to the case.
Name	String	The name of the suggested resource, which may be a task, knowledge base article, learning content, or a display name for a linked website. This field allows users to quickly identify the suggestion.
Order	String	The numerical position of the suggestion in the display order. This value determines the ranking of case suggestions shown to users.
Type_Descriptor	String	A human-readable summary of the type of suggestion. This descriptor provides insight into whether the suggestion is a task, help article, or another resource type.
Type_Href	String	A direct link to the instance of the case suggestion type. This link allows programmatic access to retrieve additional details about the suggestion.
Type_Id	String	The unique Workday Id for the type of suggestion. This Id ensures that each case suggestion is categorized appropriately.
Url	String	A Uniform Resource Locator (URL) that opens the suggested case resource. This link directs users to the external or internal resource that can assist in case resolution.
CaseType_Prompt	String	The Workday Id of the case type for which suggestions should be retrieved. This prompt allows users to filter case suggestions based on the type of case they are handling.