Overview
Use ContextRef records and context resolver providers to display current source data, relationships, timelines, presentation, permissions, and available actions.
Problem
Agents need current business context and source-authorized actions without copying entire source-system records into the service database.
Solution
Resolve context on demand from the authoritative provider and execute governed actions through SERVICE_ACTION_EXECUTION.
How it works
Agent Desk stores source provenance and context references, resolves live entity state into the case workspace, lists permitted actions, and records action governance, dispatch, result, and audit state.
Who is this for
Support Agent
Integration Administrator
Expected outcomes
- Current authoritative context inside the case workspace
- Governed source actions with provenance and auditability
Key metrics
Gallery
Security impact
- Context references, resolved source projections, available actions, and service-action audit state · PII: yes where requester, conversation, attachment, identity, or case context contains personal data
Compliance
- Workspace permissions, Agent Desk resource authorization, visibility policy, audit, retention, and legal-hold controls
Availability & next steps
Free
Team
Pro
Enterprise