Configuration Steps

• Create a context: Define a context tied to a specific table (e.g., Case table) to scope where recommendations will appear.
• Create a context input: Optionally associate additional entities beyond the context table to dynamically update recommendations as the context changes.
• Create a rule for the context: Define conditions on the context table that control when a recommended action is shown, and specify which user roles can access these recommendations. Rules can only be created within an existing context.
• Create recommendations for rules: Suggest specific actions for agents by creating recommendations within the rule. You can choose from types such as guidance, guided decision trees, or field recommendations.

Action Types

• Guidance: Actions or information agents can take or share, such as attaching knowledge articles or creating work orders.
• Guided decision tree: Multi-step, question-and-answer flows that lead agents through a process and result in actionable guidance.
• Field recommendation: Suggestions for field values, like recommending an assignment group based on case details.

Additional Configuration Elements

• Resource generators: Configure these to supply information inputs used by actions like guidance and field recommendations. Decision trees do not require resource generators.
• Arbitration parameters: Set parameters to control the frequency and priority of recommended actions, ensuring agents receive the most critical guidance to resolve customer issues efficiently.

By correctly configuring these components, ServiceNow customers can deliver dynamic, context-aware recommendations that enhance agent productivity and improve issue resolution quality.