---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Add Guided Decisions to Recommended Actions

# Add Guided Decisions to Recommended Actions {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Add decision trees created using the Guided Decisions Experience application to Recommended Actions, so customer service agents can work through it to resolve cases more efficiently.

## Antes de Iniciar

Ensure that you have Recommended Actions application (sn_nb_action) installed.

Role required: sn_nb_action.next_best_action_author, admin

## Procedimento

1. Navigate to AllRecommended ActionsContexts.
2. [Create a context for a table.](https://servicenow-prod.fluidtopics.net/YdBMmPq7hThYqCAtb4~Uag "Create a context for an individual table, such as the Case table. Contexts store information including the recommended actions that agents can use and the rules that determine when those actions are available.")  
   A context enables agents to see recommended actions for a record in that table.
3. [Create a rule for the context.](https://servicenow-prod.fluidtopics.net/qXjfc30q7Tb1d1qTraiVOQ "Create a rule for a context that determines when recommended actions are made available to agents.")  
   A rule is a set of conditions that applies to a context and determines when a recommended action appears for records in the context table.
4. [Create a recommendation of type decision tree.](https://servicenow-prod.fluidtopics.net/N~H0KCwWeSpXp1nO4IszCg "Create a recommendation with an action type of guidance, field recommendation, or guided decision tree to suggest helpful actions to agents.")  
   A recommendation is a way to suggest an action to an agent.
**Conceitos relacionados**   

* [Configuring Guided Decisions](https://servicenow-prod.fluidtopics.net/1pq9AGVL1bfY6N7Cbe~n7A "Create structured troubleshooting processes for your agents through the ServiceNow Guided Decisions Experience application. Help your agents solve complex issues in a consistent way.")
* [Configuring guidances and decision trees](https://servicenow-prod.fluidtopics.net/f2xcJ1~Flp1nkgzkvZKeCQ "Configure guidances and decision trees to resolve customer issues faster and provide standardized resolution.")