The scenario follows QuantumLink Technologies, a company prioritizing prompt customer service. When a customer reports a router connectivity problem, the system recommends the correct assignment group so the support agent can quickly assign and resolve the case efficiently.

Key configuration steps

• Create a decision table: Define a decision table that maps product models and problem types to the appropriate assignment groups.
• Configure a resource generator: Use this decision table within a resource generator that outputs the assignment group based on inputs.
• Create a field recommendation action: Set up an action of type field recommendation that uses the resource generator to suggest the assignment group field value.
• Define a rule on the Case context: Create a rule that triggers recommendations for active cases meeting specified conditions.
• Create the recommendation record: Link the field recommendation action to a recommendation displayed on the case record, helping agents assign the case promptly.

Benefits for ServiceNow customers

• Automates the process of assigning cases based on product and issue, reducing manual effort and errors.
• Improves case resolution times by directing issues to the correct support team quickly.
• Enhances customer satisfaction by accelerating response and resolution for reported router problems.
• Provides a scalable and configurable approach to recommend assignment groups for various issues and products using decision tables and recommended actions.