---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# View and execute recommended actions for an engagement

# View and execute recommended actions for an engagement {#ariaid-title1}

Release version: Australia  
Updated August 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Open the Recommendations panel from an engagement record to review AI-generated success play suggestions and execute or dismiss a recommended play without leaving the engagement context.

## Before you begin

* Role required: `sn_customerservice_agent`
* The following plugins must be installed:
  * Technology Account Management Experiences (sn_tech_exp)
  * ServiceNow Otto for Telecommunications, Media, and Technology (TMT) (sn_tmt_gen_ai)
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* The Event-Context Candidate Recommender skill must be activated.
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## About this task

The Recommendations panel appears in the contextual side panel of an engagement record. Recommendations are specific to the account associated with the engagement. They are generated by matching the account's current context
against the definitions specified in the Customer Success Definitions table. See [Create a customer success definition record](https://servicenow-prod.fluidtopics.net/INXWtNFqdlxWz2vFOdMknw "Define categories and subcategories for success play workflows.") for details. You do not need to leave the engagement to review or act on a recommendation.

## Procedure

1. Navigate to AllWorkspacesCSM/FSM Configurable Workspace.
2. Select the List menu.
3. Navigate to Customer SuccessAll Engagements and open an engagement record.
4. In the contextual side panel on the right side of the page, select the Recommendations icon.
5. The Recommendations panel opens on the Suggested actions tab.  
   The suggested actions are based on the success play definitions specified in the Customer success definition table. See [Create a customer success definition record](https://servicenow-prod.fluidtopics.net/INXWtNFqdlxWz2vFOdMknw "Define categories and subcategories for success play workflows.") for details. These definitions correspond to subflows such as Scheduled a Follow-up, Get to Green, and Initiate a New Boarding Journey. The recommendation engine evaluates the account's current context against each definition to determine which actions to suggest.  
   Note:  
   The actions available to you depend on your assigned role and how the underlying subflows are configured.
6. Review the list of recommended plays.  
   Each recommendation displays the play name, a reason the play was suggested, and available actions. If no matching definitions have been found, a No active recommendations message is displayed.
7. On the success play card, select one of the following actions.

   | Option | Action |
   | Execute | Launches the subflow inputs for the associated customer success definition. After execution, the play is marked as executed across Account 360, Engagement records, and Executive Portfolio for this account. It does not reappear in the recommendations panel. |
   | Dismiss | Removes the recommendation from the panel without executing the play. |
   |-|-|

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## What to do next

Recommendations for an account are cached after the first load. You don't need to refresh unless the account's context has changed significantly. Consider refreshing when:

* A significant change has occurred in the account, such as a new escalation, a health score change, or a completed milestone. You want recommendations that reflect the updated state.
* The Recommendations panel shows No active recommendations and you believe relevant plays exist for this account.
* You want to clear stale recommendations before a customer engagement.
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To request fresh recommendations, select Refresh on the account overview to update the account insights.
* **[Recommended actions roles and tables](https://servicenow-prod.fluidtopics.net/qSPgPZ4aUJgQpbf~t0c3WQ)**   
  The Recommended actions feature includes the following roles and tables.

**Related concepts**   

* [Engagement home page](https://servicenow-prod.fluidtopics.net/K7AnfMv1JaLPWffnQBBkrA "This page provides detailed information of an engagement including internal and external stakeholders, upcoming touchpoints, initiatives, and blueprints.")  
**Related topics**   

* [Configuring Recommended Actions](https://www.servicenow.com/docs/access?context=nba&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)

*[\>]: and then