---
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 a field recommendation for recommending assignment group field value

# Create a field recommendation for recommending assignment group field value {#ariaid-title1}

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

Create a field recommendation that you can select when configuring a recommended action. This field recommendation suggests an assignment group field value on a case record for a router issue.

## Before you begin

Use the CSM default record page or the CSM Interaction record page to display field recommendations in CSM Configurable Workspace. For setting the CSM default record page or the CSM Interaction record page as default page,
see [Set record page order](https://servicenow-prod.fluidtopics.net/LGGOhBrsIJ~WE1qtGSWH8g "Set the order number of a record page and activate the record page to determine the default page for displaying records in CSM Configurable Workspace.").

Role required: sn_nb_action.next_best_action_author, admin

## About this task

Creating a field recommendation involves two main steps:

* Creating inputs for the field recommendation.
* Creating instructions about how to recommend values by configuring a definition for each field.
{#ex-create-field-recommendation-assg-grp__ul_xhf_jvx_f5b}

## Procedure

1. Navigate to AllRecommended ActionsAction TypesField Recommendations.
2. Click New on the Field Recommendations list.
3. In the Name field, enter <kbd class="ph userinput">Field recommendation for assignment group</kbd>.
4. In the Table field, select <kbd class="ph userinput">Case [sn_customerservice_case]</kbd> so that you can populate field recommendation for the Assignment group field on a case record.
5. Save the record to display the related lists.
6. In the Field Recommendation Inputs related list, select New to create an input.
   1. In the Type field, select Reference.
   2. In the Label field, enter <kbd class="ph userinput">Assignment group</kbd>.  
      The Column name field is auto-filled.
   3. In the Reference specification related list, configure the following fields.  
      {#ex-create-field-recommendation-assg-grp__table_q2d_j5n_4zb__entry__2}

      | Field | Action |
      |-|-|
      | Reference | Select the <kbd class="ph userinput">Group [sys_user_group] table.</kbd> |
      | Reference qual condition | Select the <kbd class="ph userinput">Active | is | true</kbd> condition. |
      [ ]

      {#ex-create-field-recommendation-assg-grp__table_q2d_j5n_4zb}
   4. Select Update.
   {#ex-create-field-recommendation-assg-grp__substeps_ilb_dwx_f5b}
7. In the Field recommendation definitions related list, select New to create a definition.
   1. In the Name field, enter <kbd class="ph userinput">Assignment group for router issue definition</kbd>.
   2. In Field, select the Assignment group field.
   3. In the Recommendation message field, enter <kbd class="ph userinput">You can assign this issue to</kbd> and use the pill-picker to add the recommended value Field recommendation inputsAssignment group as part of the message.  
      Note:  
      If the resource generator returns an empty field value, the recommendation message is not displayed.
   4. In the Recommendation Method list, select Recommend only.
   5. Select Submit.
   {#ex-create-field-recommendation-assg-grp__substeps_czh_fyx_f5b}
{#ex-create-field-recommendation-assg-grp__steps_ihl_1bf_ztb}

*[\>]: and then