Recommended Actions for Customer Service release notes

  • Release version: Store
  • Updated April 9, 2026
  • 1 minute to read

    • Version history for the Recommended Actions for Customer Service application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 31.0.2 - April 2026
    • New: Introduced relevancy score support for the Case resolution guidance.
    • Changed: Renamed the app toRecommended Actions for Service.
    Version 30.0.1 - August 2025
    Made improvements to support asynchronous loading of Recommended actions in the CSM/FSM Configurable Workspace.
    Version 29.0.1 - May 2025
    • Replaced Agent Assist with RA – AI Search on Agent Workspace Case and Interaction pages for zboot customers.
    • Added Catalog items as a part of search resources.
    Version 28.0.0 - February 2025
    • New guidances for case, incident, problem and change request.
    • Added search result mapping records for the case context to map to a default guidance.
    Version 26.0.4 - November 2024
    TI Similarity - RA Guidance setup configurations.
    Version 26.0.2 - August 2024
    Fixes to support active flag configuration for case context.
    Version 26.0.1 - May 2024
    Enabled automatic search for knowledge source for case records.
    Version 28.0.1 - December 2023
    • Fixed:
      • Removal of read access to 'Roles' table for Next best action author.
      • Deletion of system property 'resource generator time out' which is not used any more.
    Version 24.0.2 - June 2023
    • Fixed:
      • Minor changes on existing guidances.
      • Fixed cosmetic changes.
    Version 24.0.0 - November 2022
    • Added CSM specific OOTB Guidances, Resource Generators for Recommended Actions and Demo Data.
    • Guidances:
      • Apply Resolution from solved case
      • Communicate workaround
      • Reassign case
      • Read message to customer
      • Link a case to existing issue
      • Link a case to existing Open case
      • Create Case task
    • Resource Generator:
      • Find most read KB Article for Product
      • Find Matching PRB without workaround
      • Find Matching PRB with workaround
    • Demo Data:
      • Create Rule: When case is of KX1000 and is resolved
    Version 23.0.0 - August 2022
    Recommended Actions for Customer Service provides predefined guidances and recommendation context records tailored for Customer Service. This app also provides workspace configurations that display recommended actions in the contextual side panel without the need for admin configuration.