---
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


---

# Suggested steps

# Configure Suggested Steps Generation {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura

Configure suggested steps generation to analyze clusters of similar cases and suggest next steps for case resolution for accelerated and consistent agent case troubleshooting.

## Antes de Iniciar

Role required: admin  
Suggested steps are generated from the records identified based on the information that you enter in the following fields:

* Short Description
* Edited Conditions
{#configure-suggested-steps-generatin-in-now-assist__ul_rsd_t3g_vvb}

## Procedimento

1. Navigate to Admin \> Now Assist Admin \> Skills.
2. Select the Customer workflow, and CSM as the product.
3. Activate Skill for the Suggested Steps Generation skill.  
   Each skill has a guided setup with multiple steps. A check symbol next to each step indicates whether its setup is complete, partially complete, or incomplete. After configuring a step, select Save and continue to move forward, or Back to return to a previous step.
4. Select Choose Inputs and review the tables and fields to create prompts that determines where data is pulled from.  
   Nota:  
   You cannot modify the input data source.
   {#configure-suggested-steps-generatin-in-now-assist__id_xlz_fhc_4fc__entry__2}

   | Input | Description |
   |-|-|
   | Input table | Case \[sn_customerservice_case\] |
   | Input fields | * Short description * Edited Conditions: Edit the conditions to update the filter and ensure that only relevant and up-to-date records are used. {#configure-suggested-steps-generatin-in-now-assist__ul_cmh_3v4_hzb} |
   [Tabela 1. Inputs for the suggested steps generation skill]

   {#configure-suggested-steps-generatin-in-now-assist__id_xlz_fhc_4fc}
5. Select Record Clustering to group records by similarity based on the adjusted inputs in the previous step.  
   Nota:  
   Record clustering allows you to add the job in the queue, providing you with the ability to leave the page while the task is running in the background. You will be notified when the task is complete.
6. Select Define access to determine who can access this skill.  
   By selecting specific roles, you're controlling who can use it. The roles you choose will also be available in the next step Select display.  
   Default and Custom Roles:
   * If no changes are made, the default role sn_esm_agent will automatically appear in Define Access and Select Display.
   * If custom roles were added before the upgrade, they'll be updated automatically by a script.
   * If new roles are created after the upgrade, you'll need to manually add them in both the Define Access and Select Display.  
     Nota:  
     In the Select Display step, you can only choose roles that were added in the Define Access step. If you add a role in Define Access, you still need to manually select it in Select Display to make it active.
   * For customizing access control, see [Customize access control for suggested steps](https://servicenow-prod.fluidtopics.net/8rYSFo9JuIEooX5B2PLg6Q#configure-access-control-for-suggested-steps "Replace the default sn_esm_agent role with a custom role.")
   {#configure-suggested-steps-generatin-in-now-assist__ul_znl_lmy_jgc}
7. Toggle Display to determine if suggested step recommendations appear in In-product desktop, displaying Now Assist skills on forms and workspaces.
8. After selecting Review and Activate to examine changes, select Done to close the Suggested Steps Generation settings.
9. Select Activate to turn on the skill for agents and complete the configuration.
{#configure-suggested-steps-generatin-in-now-assist__steps_b4q_njt_nfc}

## Make suggested steps available on CSM Workspace {#ariaid-title2}

Learn how to enable the suggested steps generation in the CSM Workspace after skill activation.

### Antes de Iniciar

Role required: admin

After activating the Suggested steps generation feature in the Now Assist Admin console, follow the steps outlined to make the skill available in CSM Configurable Workspace.

### Procedimento

1. Navigate to AllUI Builder.
2. Go to ExperiencesCSM/FSM Configurable WorkspaceRecordFront-line Case Page.  
3. In the left content navigation pane, scroll down and select Recommended Action 1.
4. In the right pane, clear the checkbox Hide recommended actions.  
5. Select Save to apply the changes.

### Resultado

Recommended Actions will be displayed in the CSM/FSM Configurable Workspace and you can see the Suggested steps generation skill under it.

## Customize access control for suggested steps {#ariaid-title3}

Replace the default sn_esm_agent role with a custom role.

### Antes de Iniciar

Role required: admin

### Procedimento

1. Update role permissions  
   In the sys_user_role table, open your custom role and add sn_gaf.data_writer to the Contains Role related list.
2. Update ACLs  
   In the sys_security_acl table, filter for ACL names starting with gaf_suggested_steps_csm. Add your custom role to each of the four matching records.
3. Configure skill access  
   In Now Assist Admin, complete the setup for the CSM Suggested Steps Generation skill:
   * Add your custom role in the **Define Access** step.
   * Add the same role in the **Select Display** step.

### Resultado

By default, the sn_esm_agent role is used. These steps allow you to configure a custom role if needed.