--- 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 --- # Recommended Actions configuration # Configuring Recommended Actions {#ariaid-title1} * Release version: Xanadu * * Updated October 17, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read 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. Figure 1. Recommended Actions in CSM Configurable Workspace With Recommended Actions: * 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. {#nba__ul_mx3_sld_cyb} ## Example scenarios of recommended actions implementation {#nba__section_vhk_rb1_tzb} 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. * View and attach article: Recommend a Knowledge article relevant to the customer issue so that agents can view and attach 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. {#nba__ul_prk_rc1_tzb} For end-to-end configurations of recommended actions for specific scenarios, see [Example configurations of recommended actions](https://servicenow-prod.fluidtopics.net/LvPrhFKV1OgnAgCN5TN9KA "This example documentation demonstrates end-to-end configurations of recommendations with actions of type guidance, decision tree, or field recommendation to help you get started with Recommended Actions."). ## Action types for recommendations {#nba__section_hyv_jz1_gyb} With the Recommended Actions application, you can create the following types of actions for agents to take. For more information, see [Recommended Actions](https://servicenow-prod.fluidtopics.net/oe2qDjw5iqirIx4W2vcUMw "Use Recommended Actions to display relevant actions to agents based on a context of a record or recommend a value for a field.").{#nba__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 attach a knowledge article in comment or work note or mail of 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. | [ ] {#nba__table_nxk_y1t_c5b} ## AI search {#nba__section_kbq_r5y_zyb} 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](https://servicenow-prod.fluidtopics.net/csGtUhDlgXeYnYSvc3wNUg "Enable agents to use AI search in Recommended Actions to find relevant resources or resolutions for customer issues."). 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. {#nba__ul_egp_pgt_1zb} ## Using recommended actions {#nba__section_vpy_ckw_15b} Agents can access recommended actions in a workspace such as CSM Configurable Workspace by selecting the Recommended Actions icon (![Recommended Actions icon]()) in the contextual side panel. For more information, see [Using the Recommended Actions application](https://servicenow-prod.fluidtopics.net/Rkw8wt8vvM4rPnCjcFG72w "Through the Recommended Actions application, use the recommended actions of type guidance and guided decision tree in your workspace to resolve cases quickly. Use the field recommendation to get recommendations on the field values. Use the AI search option to search the relevant resources from various sources."). ## Setting up recommended actions {#nba__section_gcv_bms_h5b} Set up the Recommended Actions application so that you can create actions of type guidance or field recommendation. Users with the admin role can complete the following setup tasks.{#nba__table_vcr_lms_h5b__entry__2} | Setup task | Description | |-|-| | [Install the Recommended Actions application](https://servicenow-prod.fluidtopics.net/remrGEu0F51cSKwQD9uoXA "You can install the Recommended Actions application (sn_cs_nb_action) if you have the admin role.") | Install the Recommended Actions application from the ServiceNow® Store. | | [Assign roles to Recommended Actions users](https://servicenow-prod.fluidtopics.net/qxb6F910kXit4lT4uFhaUA "Several types of components are installed with the Recommended Actions application, including tables, roles, guidances, resource generators, and scheduled jobs.") | Assign roles to your users to control access to Recommended Actions features and information. | | [Configuring the Recommended Actions application](https://servicenow-prod.fluidtopics.net/ONI_FR9x8WLlpxxA8CL~Dg "As an admin, configure the Recommended Actions application to display relevant actions to your agents based on a record context.") | 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. | [Table 1. Steps to set up the Recommended actions application] {#nba__table_vcr_lms_h5b} ## Integrating decision trees in recommended actions {#nba__section_cxq_nf1_1zb} Optionally, set up the Guided Decisions Experience application so that you can create decision trees and then integrate them in recommended actions. Users with the admin role can complete the following setup tasks.{#nba__table_xfr_pf1_1mb__entry__2} | Setup task | Description | |-|-| | [Install the Guided Decisions Experience application](https://servicenow-prod.fluidtopics.net/UyrHs21130HRJjaoab7yQA "You can install the Guided Decisions Experience application (sn_ga_exp) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.") | 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](https://servicenow-prod.fluidtopics.net/YZxdr00VMDXIp9nr5MVG3g "Configure guidances and decision trees to resolve customer issues faster and provide standardized resolution.") | Configure decision trees that agents can use to troubleshoot solutions for customer issues. | | [Add Guided Decisions to Recommended Actions](https://servicenow-prod.fluidtopics.net/dHKwkYkEAuwapDUqpidHXQ "Add decision trees created using the Guided Decisions Experience application to Recommended Actions, so customer service agents can work through it to resolve cases more efficiently.") | Add decision trees to recommended actions, so that agents can take relevant actions in a troubleshooting process based on a record context. | [Table 2. Steps to integrate decision trees in recommended actions] {#nba__table_xfr_pf1_1mb} ## Request apps from the ServiceNow Store {#nba__section_x11_k2d_r4b} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/bundle/store-release-notes/page/release-notes/store/sn-store-release-notes.html).