---
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


---

# Configure the arbitration parameters

# Configure the arbitration parameters in 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

Configure the recommended actions by the frequency of issues or by the order of priority so that your agents get the guidance that they must help resolve customer issues.

## Antes de Iniciar

Role required: sn_nb_action.next_best_action_author

## Por Que e Quando Desempenhar Esta Tarefa

A mathematical formula determines the priority of the recommended actions that are
displayed to the agents. For most cases, you should use the default values to ensure
that the relevant recommended actions are available for a given context. If you want
to alter the frequencies, you can modify the values.

The recommended actions in the New state appear by ranking. For example, the score
for these actions is calculated by the order of frequency and the priority order of
the rule.

## Procedimento

1. Navigate to AllRecommended ActionsArbitration Configuration.
2. On the Arbitration Configuration form, fill in the fields.  
   {#configure-nba-arbitration-param__table_pht_pqj_gqb__entry__2}

   | Field | Description |
   |-|-|
   | Rule Order Weight (sn_nb_action.rule_order_weight) | Weight given to an action based on the priority of the rule that recommends it. The default value is 0.9. |
   | Recommendation Order Weight (sn_nb_action.recommendation_order_weight) | Weight given to an action based on the priority of the rule that recommends it. The default value is 0.9. |
   | Frequency Weight (sn_nb_action.frequency_weight) | Weight applied based on the number of times an action is recommended across rules. The default value is 1.5. |
   [Tabela 1. Arbitration Configuration form]

   {#configure-nba-arbitration-param__table_pht_pqj_gqb}
3. Select Save.