--- 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 --- # Components installed with Recommended Actions # Components installed with Recommended Actions {#ariaid-title1} * Release version: Xanadu * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Several types of components are installed with the Recommended Actions application, including tables, roles, guidances, resource generators, and scheduled jobs. ## Tables {#ra-csm-installed-components__section_tw3_krt_xrb} The Recommended Actions application adds the metadata tables described in the following table. {#ra-csm-installed-components__table_brq_nnw_15b__entry__2} | Table | Description | |-|-| | Context \[sn_nb_action_rule_context\] | Stores contexts for tables such as case, incident, and problem for which recommendations are generated. | | Recommendation \[sn_nb_action_recommended_action\] | Stores recommendations, which include action type, action, and resource generator information. | | Action Type Definition \[sn_nb_action_type_definition\] | Stores action type definitions such as guidances, guided decision trees, and field recommendations. | | Field Recommendation \[sn_nb_action_field_recommendation\] | Stores field recommendations. | | Field Recommendation Definition \[sn_nb_action_field_recommendation_definition\] | Stores field recommendation definitions. | | Field Recommendation Input \[sn_nb_action_field_recommendation_input\] | Stores inputs for field recommendations. | | Resource Generator \[sn_nb_action_resource_generator\] | Stores resource generators. | | Resource Generator Type \[sn_nb_action_resource_generator_type\] | Stores resource generator types such as flow, decision table, scripting, similarity, similarity with trend, and classification. | | Resource Generator Type Input \[sn_nb_action_generator_type_input\] | Stores inputs for resource generators types. | | Trend Definition \[sn_nb_action_trend_definition\] | Stores trend definitions. | | Rule \[sn_nb_action_condition_based_rule\] | Stores rules, which include a condition and roles for the context. | | Recommended Action Rule \[sn_nb_action_rule_base\] | Stores recommended action rules records. | | Conditional Rule \[sn_nb_action_conditional_rule\] | Stores conditional rules. This table is no longer supported. | | Decision Table Rule \[sn_nb_action_decision_table_rule\] | Stores decision table rules. This table is no longer supported. | | Recommended Action Input Generator \[sn_nb_action_input_generator\] | Stores input generator records. This table is no longer supported. | | Search result recommended action mapping \[sn_nb_action_search_result_ra_mapping\] | Stores mapping between search result outputs and action inputs. | [Table 1. Tables installed with Recommended Actions] {#ra-csm-installed-components__table_brq_nnw_15b} ## Roles {#ra-csm-installed-components__section_qfl_m1g_c5b} The Recommended Actions application includes the roles described in the following table.{#ra-csm-installed-components__table_vgb_b2v_15b__entry__3} | Role | Description | Contains roles | |-|-|-| | Recommended Actions admin \[sn_nb_action.next_best_action_admin\] | Grants administrator access to the Recommended Actions application. | sn_nb_action.next_best_action_author | | Recommended Actions author \[sn_nb_action.next_best_action_author\] | Can create recommended actions. | * sn_nb_action.resource_generator_author * sn_gd_guidance.guidance_manager * sn_nb_action.next_best_action_user * sn_gd_core.decision_tree_author {#ra-csm-installed-components__ul_rqn_wlv_15b} | | Recommended Actions user \[sn_nb_action.next_best_action_user\] | Can use recommended actions. | sn_gd_core.decision_tree_author | | Resource Generator author \[sn_nb_action.resource_generator_author\] | Grants access to configure resource generators. | * flow_operator * decision_table_reader * platform_ml_read * sn_nb_action.trend_definition_author {#ra-csm-installed-components__ul_kp5_ngt_c5b} | | Trend Definition author \[sn_nb_action.trend_definition_author\] | Grants access to configure trend definitions. | None | [Table 2. Roles installed with Recommended Actions] {#ra-csm-installed-components__table_vgb_b2v_15b} ## Guidances {#ra-csm-installed-components__section_mt1_njl_d5b} The Recommended Actions application includes the guidances described in the following table. {#ra-csm-installed-components__table_e4p_rjl_d5b__entry__2} | Guidance | Description | |-|-| | Apply resolution from a solved case | Enables agents to apply a resolution from a recommended solved case by clicking Resolve case button on a card, which copies the resolution notes and a resolution code from the solved case into the Closure Information section of the current case. The state of the current case changes to resolved. | | Communicate Workaround | Enables agents to communicate a workaround from a recommended problem record by clicking a Communicate workaround button on a card, which opens the guidance in the side panel. The guidance shows the workaround from the problem record and provides a note field for the agent to add additional notes. The workaround and notes are added in the work notes and the problem record is linked to the current case. | | Create case task | Enables agents to create a case task for the current case by clicking a Create button on a card, which opens the guidance in the side panel where the agent can enter a subject for a new case task and submit it. | | Create Work Order | Enables agents to create a work order for a case by clicking a Create button on a card. Creates a work order task and opens the task in a subtab. | | Link to existing defect | Enables agents to link an existing defect to the current case by clicking a Link to defect button on a card, which links the defect to the case and updates the work notes. | | Link to existing open case | Enables agents to link the current case to an existing open case by clicking a Link to this case button on a card, which sets the open case as the parent of the current case. | | Offer Recommendation | Enables agents to recommend upgrade of a product to provided product model. | | Propose Resolution | Enables agents to enter resolution notes and a resolution code for a case by clicking a Propose Solution button on a card. | | Read message to customer | Enables an agent to indicate that a message was read to a customer during a call by clicking the Mark as read button on a card, and adding the message to the work notes. | | Reassign case | Enables agents to reassign the current case to a recommended assignment group by clicking the Reassign button on a card, which opens the guidance in a side panel where the agent can enter notes. The current case is reassigned to a different assignment group and the work notes are updated. | | Review and attach article | Enables agents to review a recommended knowledge article in the contextual side panel by clicking a Review and attach article button on a card, which opens the article in the side panel. In the side panel, agents can do the following: * Review the article. * Attach the article to the case. * Mark the article as helpful. * Open the article in a subtab. {#ra-csm-installed-components__ul_vxz_h14_25b} | [Table 3. Guidances installed with Recommended Actions] {#ra-csm-installed-components__table_e4p_rjl_d5b} ## Resource generators {#ra-csm-installed-components__section_snz_xz3_bvb} The Recommended Actions application includes the resource generators described in the following table. {#ra-csm-installed-components__table_bjl_h1j_bvb__entry__2} | Resource generator | Description | |-|-| | Find most read KB Article for Product | Finds the most read KB article for the selected product. You can use this KB article to attach to a case as a recommended action. | | Find Matching PRB with workaround | Finds a matching problem record that has a workaround. You can propose to share the workaround from this case as a recommended action. | | Find Matching PRB without workaround | Finds a matching problem record without a workaround. You can propose to link to this problem record as a recommended action. | [Table 4. Resource generators installed with Recommended Actions] {#ra-csm-installed-components__table_bjl_h1j_bvb} ## Scheduled jobs {#ra-csm-installed-components__section_lyj_nlr_g5b} {#ra-csm-installed-components__table_tnv_nlr_g5b__entry__2} | Scheduled job | Description | |-|-| | sn_nb_action_detail | This scheduled job helps prevent the Recommendation table from growing exponentially by using [Table cleaner](https://www.servicenow.com/docs/access?context=table-cleaner&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US). The table cleaner job runs every hour to delete older, expired, or unwanted records from tables. | [Table 5. Scheduled jobs installed with Recommended Actions] {#ra-csm-installed-components__table_tnv_nlr_g5b}