---
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


---

# Create the Initiate transaction tracking guidance

# Create the Initiate transaction tracking guidance {#ariaid-title1}

* Release version: Xanadu
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create the Initiate transaction tracking guidance by configuring inputs, outputs, preview experience and detail experience.

## Before you begin

Role required: sn_gd_guidance.guidance_manager

## Procedure

1. Navigate to AllGuided DecisionsGuidances.
2. Create a guidance.
   1. Select New in the Guidances list.
   2. In the Name field, enter <kbd class="ph userinput">Initiate transaction tracking</kbd>.
   3. In the Description field, enter <kbd class="ph userinput">Guidance for tracking the failed credit card transaction</kbd>.
   {#create-the-initiate-transaction-tracking-guidance__substeps_cdv_2rn_h5b}
3. Create the following inputs for the guidance.  
   Inputs are the variables or information that the system needs to perform the guidance. You can use inputs in multiple places such as the guidance preview experience and the guidance actions.
   1. In the Guidance Input tab, select New for each input.
   2. Create the following inputs and select Submit.  
      {#create-the-initiate-transaction-tracking-guidance__table_tkb_ylh_myb__entry__5}

      | Label | Type | Reference | Order | Is form field |
      |-|-|-|-|-|
      | Cardholder name | String | - | 100 | true |
      | Task | Reference | Case | 200 | false |
      | Credit card number | Integer | - | 300 | true |
      | Transaction ID | Integer | - | 400 | true |
      | Date and time of transaction | Date/time | - | 500 | true |
      [Table 1. Guidance inputs]

      {#create-the-initiate-transaction-tracking-guidance__table_tkb_ylh_myb}
   {#create-the-initiate-transaction-tracking-guidance__substeps_akt_sr5_g5b}
4. **Optional:** Create an output for the guidance.  
   Outputs are the desired result of the guidance action. For example, if a guidance action creates a case task, the output of that action can return a reference to the case task that was created.
   1. In the Guidance Output tab, select New.
   2. In the Label field, enter <kbd class="ph userinput">Case number for transaction tracking</kbd>.
   3. In the Type field, select Reference.
   4. In the Reference field, select the Case table.
   5. Select Submit.
   {#create-the-initiate-transaction-tracking-guidance__substeps_uzy_prn_h5b}
5. Configure the preview and detail experiences.  
   For more information, see [Configure guidance detail experience](https://servicenow-prod.fluidtopics.net/SXOJLl2xwXpsOlfE8hELRw "Configure a guidance title and description that are displayed to users in recommended actions or playbooks.").
6. Select Submit.

## What to do next

[Configure a guidance action](https://servicenow-prod.fluidtopics.net/buUCylvRJPqc9vLXUW~E1w "Configure the actions that agents can take to initiate a transaction tracking.") that an agent can take while initiating transaction tracking.

*[\>]: and then