---
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 guidance actions

# Configure guidance actions in Recommended Actions {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Configure the actions that an agent can perform for a Recommended Actions guidance.

## Antes de Iniciar

Role required: sn_nb_action.next_best_action_author, admin

## Procedimento

1. Navigate to AllRecommended ActionsAction TypesGuidances.
2. Select a guidance from the Guidances list.
3. In the Guidance Actions form section, click New.
4. On the Guidance Action form, fill in the fields.  
   {#ra-csm-guidance-configure-action__table_fsp_ybn_25b__entry__2}

   | Field | Description |
   |:-|:-|
   | Guidance | The guidance that this action is associated with. This field is read only. |
   | Action label | A name for this guidance action. |
   | Call to Action Label | The label for the action button that appears on the recommendation card in the contextual side panel. For example, Review and attach article or Propose Solution. |
   | Action Behavior | The selected behavior for the guidance action: * Single click: The action is initiated and completed with one click and the card moves to the History tab in the side panel. Useful for simple actions such as escalating a case. * Open in Contextual Side Panel: The action opens in a detailed view within the side panel. The agent can review the details in the side panel, such as reviewing the content of a knowledge base article. * Open in Sub Tab: The action opens in a separate tab. {#ra-csm-guidance-configure-action__ul_m1y_gcn_25b} Nota: Actions that open in the contextual side panel or in the subtab don't move to the in-progress state. The action moves to the in-progress or completed state only when the agent clicks the action button in the detail view. |
   | Primary | Denotes the guidance action as a primary action. This field is enabled by default. A primary action highlights the action that the agent should take and makes that action available as a button on the recommendation card. Nota: A guidance can have only one primary guidance action. If this field is not selected, the guidance action is a secondary action available through the more actions menu on the recommendation card. |
   | Application | The application that this guidance action is associated with. This field is read only. |
   | Guidance Action Automation | The flow associated with this guidance action. |
   | Order | The order of the action. |
   | Completion Message | The message that appears at the top of the recommendation card when the guidance action is complete. For example, KB article was shared. |
   [Tabela 1. Field names on the Guidance Action form]

   {#ra-csm-guidance-configure-action__table_fsp_ybn_25b}
5. Depending on the selected flow in the Guidance Action Automation field, you can configure flow inputs and guidance outputs.  
   * Configure flow inputs in the Automation Flow Inputs tab.
   * Configure outputs in the Guidance Outputs tab.

     These fields can contain static text, dynamic content (field
     values from guidance inputs), or a combination of static text and
     dynamic content. To use dynamic content, select the pill picker icon
     next to the field and select a guidance input from the
     list.
   {#ra-csm-guidance-configure-action__ul_bzw_cqh_gvb}
6. Click Submit.
{#ra-csm-guidance-configure-action__steps_ihl_1bf_ztb}