---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring the Recommended Actions application

# Configuring the Recommended Actions application {#ariaid-title1}

* Release version: Xanadu
* 
* Updated October 17, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

As an admin, configure the Recommended Actions application to display relevant actions to your agents based on a record context.

## Recommended actions {#configure-recommended-actions__section_afy_hz1_gyb}

You can configure recommended actions by following these steps.{#configure-recommended-actions__table_jm3_lm4_15b__entry__2}

| Step | Description |
|-|-|
| [Create a context](https://servicenow-prod.fluidtopics.net/990Wy3HY0BpwtMTUvfrjAA "Create a context for an individual table, such as the Case table. Contexts store information including the recommended actions that agents can use and the rules that determine when those actions are available.") | A context enables agents to see recommendations for records from a specific table, such as the Case table. |
| [Create a rule for a context](https://servicenow-prod.fluidtopics.net/kRSobNkAYNJgjjPZuLISXg "Create a rule for a context that determines when recommended actions are made available to agents.") | A rule is a set of conditions that applies to a context and determines when a recommended action appears. When you create a rule: * Select conditions that apply to the context table. * Select the roles that have access to the recommended actions. {#configure-recommended-actions__ul_bst_5m4_15b} Note: New rules can only be created from within a context. |
| [Create a recommendation for a rule](https://servicenow-prod.fluidtopics.net/ApoxDGKZr~7be7nVj84ORw "Create a recommendation with an action type of guidance, field recommendation, or guided decision tree to suggest helpful actions to agents.") | A recommendation is a way to suggest an action to an agent. Create a recommendation by selecting one of the recommendation types available on the New Recommendation screen: * Guidance * Guided decision tree * Field recommendation {#configure-recommended-actions__ul_pvx_gn4_15b} Note: New recommendations can only be created from within a rule. |
[Table 1. Steps to configure Recommended actions]

{#configure-recommended-actions__table_jm3_lm4_15b}

## Action types {#configure-recommended-actions__section_hyv_jz1_gyb}

With the Recommended Actions application, you can create the following types of actions for agents to take.{#configure-recommended-actions__table_nxk_y1t_c5b__entry__2}

| 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 view and 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. |
[Table 2. Action types in the Recommended actions application]

{#configure-recommended-actions__table_nxk_y1t_c5b}For more information, see [Creating guidance and field recommendation in Recommended Actions](https://servicenow-prod.fluidtopics.net/Y2Ev48XWmUWZ4qcZIliuuw "Create guidances and field recommendations that you can use to configure recommended actions.").

## Resource generators {#configure-recommended-actions__section_ibt_dh4_y5b}

Configure resource generators to provide information that you can use as inputs to actions such as guidances and field recommendations. Configuration of decision trees do not require resource generators. For more information,
see [Create a resource generator in Recommended Actions](https://servicenow-prod.fluidtopics.net/Tr_XW9Ys9xyRIoZB1FHEVQ "Create resource generators that you can use to provide resources for recommendations from Recommended Actions.").

## Arbitration parameters {#configure-recommended-actions__section_agn_gh4_y5b}

Configure arbitration parameters to determine the frequency of issues or the priority order of the recommended actions so that agents get the guidance that they need to help resolve customer issues. For more information, see [Configure the arbitration parameters in Recommended Actions](https://servicenow-prod.fluidtopics.net/X8T4MKeOPr3U0suHgXd2AQ "Configure the recommended actions by the frequency of issues or by the order of priority so that your agents get the guidance that they must help resolve customer issues.").