Recommended Actions for Customer Service

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Use Recommended Actions for Customer Service to display relevant actions to agents based on the context of a record.

    The Recommended Actions for Customer Service application displays recommendations for case records in CSM Configurable Workspace. Agents can take the actions provided by the recommendations to help customers and resolve their issues. Agents can also use this application to perform an AI search to find relevant resources.

    The Recommended Actions for Customer Service application provides predefined guidances and recommendation context records tailored for Customer Service Management. It also provides workspace configurations that automatically display recommended actions and search results in the contextual side panel.

    For more information about recommended actions and AI search results, see Recommended Actions.

    Context records

    The Recommended Actions for Customer Service application provides context records for the Case and Interaction tables. A context enables agents to see recommendations for records from a specific table when certain rules are met.

    Guidances

    The Recommended Actions for Customer Service application includes custom guidances for the following tables:

    These guidances enable search results from the corresponding search source tables for the Case Context record. Customer service agents can see these results in the Recommended Actions tab in the contextual side panel.

    Plugin

    The Recommended Actions for Customer Service application (app-cs-recommended action) is available from the ServiceNow Store.

    This application has a dependency on the Recommended Actions application.

    Request apps from the ServiceNow Store

    Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.