Configuring Recommended Actions
Summarize
Summary of Configuring Recommended Actions
The Recommended Actions application enhances agent efficiency by offering context-relevant actions based on case records. It allows agents to leverage AI searches for quick access to valuable resources, expediting issue resolution for customers.
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Key Features
- Contextual Recommendations: Provide agents with optimal actions based on the context of a record.
- Action Types: Include guidance, guided decision trees, field recommendations, and AI search capabilities.
- AI Search Integration: Combines AI-driven search results with proactive recommendations for seamless workflows.
Key Outcomes
Implementing Recommended Actions enables agents to:
- Apply resolutions from similar solved cases.
- Reassign cases effectively to the correct teams.
- Attach relevant knowledge articles to enhance case handling.
- Utilize decision trees for eligibility assessments, such as refunds.
To set up the application, administrators must install the Recommended Actions and Guided Decisions Experience applications, assign appropriate user roles, and configure the necessary actions and decision trees.
Use the Recommended Actions application to display relevant actions to agents based on a context of a record or enable agents to perform an AI search to find relevant resources. Agents can quickly and easily take these actions to help customers and resolve their issues.
- Provide agents with optimal action in a context of a record.
- Enable agents to focus their attention to the critical call-to-action.
- Allow agents to take an action in a contextual side panel or in a subtab.
- Enable agents to work through a troubleshooting process and provide a resolution to customers.
- Rank actions that agents can take based on a configurable logic.
- Recommend a value for a field on a form.
- Enable agents to use AI search to find the most relevant resources.
Example scenarios of recommended actions implementation
Use Recommended Actions to provide following recommendations:
- Apply resolution from a solved case: Recommend agents to apply resolution from a similar solved case and then close the case.
- Reassign case: Recommend a field value for the Assignment group field so that the case is assigned to the right team.
- Review and attach an article: Recommend a Knowledge article relevant to the customer issue so that agents can review and attach the article to the current case.
- Review a refund request. Recommend a decision tree for agents to work through to determine if the customer is eligible for a refund.
For end-to-end configurations of recommended actions for specific scenarios, see Example configurations of recommended actions.
Action types for recommendations
| Action type | Description |
|---|---|
| Guidance | An action that an agent can take or information that they can share. For example, a guidance can recommend that an agent can attach a knowledge article to a case or create a work order. |
| Guided decision tree | A guided flow to follow. A decision tree is a multi-step process that includes a series of questions and answers and results in guidance. |
| Field recommendation | A recommended value to use for a field. For example, this type of action can recommend the assignment group based on the text in the case short description. |
AI search
Agents can enter their queries in the search bar to access AI-powered search results. The most relevant answers for the search query appear as genius result cards. Agents can take actions from the search cards directly to resolve an issue. For more information, see AI search in Recommended Actions.
- Benefits of AI search integration with Recommended Actions
- Unified search and recommendations: This integration combines AI-driven search capabilities with proactive recommendations, providing a unified toolset for agents.
- Contextual intelligence: The system leverages contextual data to deliver highly relevant search results and recommendations tailored to each case.
- Proactive recommendations: Agents receive actionable suggestions to accelerate case resolution, based on real-time case context.
- Seamless workflow: The integration streamlines the user workflow by providing access to search and recommendations within a single interface.
Using recommended actions
Agents can access recommended actions in a workspace such as CSM Configurable Workspace by selecting the Recommended Actions icon (
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in the contextual side panel. For more information, see Using the Recommended Actions application.
Setting up recommended actions
| Setup task | Description |
|---|---|
| Install the Recommended Actions application | Install the Recommended Actions application from the ServiceNow® Store. |
| Assign roles to Recommended Actions users | Assign roles to your users to control access to Recommended Actions features and information. |
| Configuring the Recommended Actions application | Configure recommended actions to create a context, rule, and recommendations with action types such as guidance and field recommendation. Note: The Guided Decisions application (sn_gd_core) is required to create guided decision trees. |
Integrating decision trees in recommended actions
| Setup task | Description |
|---|---|
| Install the Guided Decisions Experience application | Install the Guided Decisions Experience application from the ServiceNow® Store. This application enables you to configure decision trees that you can use as recommendations. |
| Configuring decision trees | Configure decision trees that agents can use to troubleshoot solutions for customer issues. |
| Add Guided Decisions to Recommended Actions | Add decision trees to recommended actions, so that agents can take relevant actions in a troubleshooting process based on a record context. |
Request apps from the ServiceNow Store
Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.