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Summary of Recommended Actions
Recommended Actions in ServiceNow assist agents by displaying relevant actions based on the context of a record or suggesting field values.This feature streamlines agent workflows and improves customer issue resolution by providing tailored recommendations directly in the workspace interface.
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Key Features
Guidance: Provides actionable steps or information as cards in the contextual side panel. Agents can apply solutions from previous cases, such as copying resolution notes for similar issues.
Field Recommendation: Suggests values for fields based on existing data, either auto-filling them or displaying messages. This helps agents quickly fill out case forms based on context.
Decision Trees: Offers a guided series of questions for agents to follow, leading to specific recommendations. This requires the Guided Decisions application.
Configuration Elements: Involves setting contexts, rules, recommendations, resource generators, and arbitration parameters to manage how actions are recommended to agents.
Key Outcomes
By implementing Recommended Actions, ServiceNow customers can expect enhanced efficiency in case management, quicker resolution of customer issues, and improved accuracy in data entry through field recommendations. Agents will have direct access to relevant actions and resources, streamlining their workflow and ultimately leading to increased customer satisfaction.
Use Recommended Actions to display relevant actions to agents based on a context of a record or recommend a value for a field.
Action types in Recommended Actions
Action type
Description
Use cases
Guidance
A guidance is an action that an agent can take or information that an agent can share.
Guidances appear as cards in the contextual side panel in a workspace.
Agents can access these cards by selecting the Recommended Actions icon in the side panel.
Agents can perform the action by selecting the button on the card.
Mary created a case to report an issue with a router. The agent assigned to this case is recommended to apply a resolution from a solved case to resolve the customer issue. The resolution notes and a
resolution code from the solved case are copied into the Closure Information section of the current case.
Paul, who has an account with StellarVest bank created a case to report a loss of credit card. The agent assigned to
this case is recommended to create a work order to dispatch a new credit card for Paul.
Field recommendation
A field recommendation is a value that is recommended for a field.
Depending on the configuration, the recommended field values are auto-filled or shown as messages underneath the fields for the new records.
The recommended field values are shown as messages only underneath the fields for the existing records.
You can configure the fields with the text and values that appear in the messages.
You can also configure a confidence threshold to auto-fill a recommended value.
You can configure a preference to auto-fill a recommended value.
An agent wants to reassign the case to a different team who is better equipped to resolve a customer issue. A field recommendation can recommend the assignment group based on the text in the case short
description.
While interacting with a customer, an agent creates a case on behalf of the customer. Based on the short description the agent enters in the case form, the values for the fields Product,
Assignment group, and Assigned to are recommended to the agent.
Decision tree
A decision tree is a guided flow for agents to follow. A decision tree is a multi-step process that asks a series of questions. Based on the answers that an agent enters, a guidance is provided.
Note:
The Guided Decisions application (sn_gd_core) is required to create decision trees.
Rina created a case to report that their phone isn’t charging. The agent assigned to the case is recommended to use a decision tree that
asks a series of questions to troubleshoot the issue with the phone and provides a guidance in the end.
Actions of the type Guidance and Guided Decision Tree are displayed as cards within the contextual side panel.Figure 1. Recommended actions - guidance card
Actions of the type Field Recommendation are auto-filled in the fields or appear as messages under the fields on a record form. Agents can follow the recommendations and select these field values.Figure 2. Field recommendation messages in the Incident form
Configuring a recommended action is a multi-step process that involves:
Context
A context enables agents to see recommended actions for a record in that table when certain rules are met. For more information, see Contexts in Recommended Actions.
Rule
A rule is a set of conditions that applies to a context and determines when a recommended action appears for records in the context table. For more information, see Rules in Recommended Actions.
Recommendation
A recommendation is a way to suggest an action to an agent. You can create recommendations with action types of guidance and field recommendation. For more information, see Recommendations in Recommended Actions.
Resource generators
Resource generators provide helpful information for guidance and field recommendations. The resource generators use decision table, flow, scripts, Predictive Intelligence framework, or AI search capabilities to
generate resources. For example, a resource generator can provide a knowledge article link that can then be used as a recommended action for a case. For more information, see Resource generators in Recommended Actions.
Arbitration parameters
Arbitration parameters determine the frequency of issues or the priority order of the recommended actions so that agents get the guidance that they must help resolve customer issues.
