---
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


---

# Example: Recommend an assignment group for a router issue

# Example: Recommend an assignment group for a router issue {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Learn how process analysts or business owners configure a recommended action of type field recommendation to recommend an assignment group for a router issue. This field recommendation uses a resource generator of type decision
table that takes the router model and router issue as inputs and provides an assignment group as a result.

## Problem scenario {#ra-field-recommendation-decision-table-example__section_lyk_hdn_4zb}

QuantumLink Technologies, a newcomer to the networking equipment market, places a strong emphasis on customer satisfaction and resolving customer issues promptly. The business owners are committed to provide excellent customer service
so that their business can thrive.

Alisha, one of the business owners at QuantumLink Technologies, sets up a recommended action that recommends a value for the Assignment group field based on the product model and problem specified by customers.

Rohit, a customer who recently purchased a QuantumLink router, is facing intermittent connectivity issues with his router. Rohit creates a case on QuantumLink Technologies' customer support portal. John is frustrated by the
disruptions in his internet service and is seeking a swift resolution to ensure uninterrupted connectivity for his home and work needs.

John Jason, the agent assigned to this case is recommended a field value for an assignment group so that this case can be assigned to the right team and the issue can be resolved quickly.

## Configuring a recommended action for recommending an assignment group for a router issue {#ra-field-recommendation-decision-table-example__section_tzh_gyl_tzb}

Help Alisha configure a recommended action of type field recommendation that recommends an assignment group for a router issue.
{#ra-field-recommendation-decision-table-example__table_rzv_w3m_tzb__entry__2}

| Task | Description |
|-|-|
| [Creating a decision table for recommending assignment groups](https://servicenow-prod.fluidtopics.net/~t~9I31F~8il9YpqIGVIxA "Create a decision table with name Assignment group for a router issue that provides an assignment group as a result for a given product and problem combination.") | Configure a decision table that takes product and problem as inputs to provide the assignment group as an output. You can use this decision table in a resource generator. |
| [Configure a resource generator for providing assignment group as an outcome](https://servicenow-prod.fluidtopics.net/N7Gfit5gedEpuZVOs1bl7g "Configure a resource generator of type decision table that provides an assignment group for a given router model and associated issue.") | Configure a resource generator that you can use while configuring a field recommendation to provide the right assignment group for the router issue. |
| [Create a field recommendation for recommending assignment group field value](https://servicenow-prod.fluidtopics.net/viygZXtcP5SByftKE3koCA "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.") | Create an action of type field recommendation for recommending a field value for the assignment group. |
| [Create a rule from the Case context record](https://servicenow-prod.fluidtopics.net/v8USCRZkOdCdWVpBUd49Ug "Create a rule to show recommendations for active cases that meet the condition specified in this rule.") | Create a rule to show recommendations for active cases that meet the condition specified in this rule. |
| [Create a recommendation with the field recommendation as an action type](https://servicenow-prod.fluidtopics.net/W6LZVtY76_ee2lYVOwe9OQ "Create a recommendation to select the field recommendation as an action type for recommending a value for the Assignment group field on a case record.") | Create a recommendation to surface the recommendation for the assignment group field value on a case record. |
[ ]

{#ra-field-recommendation-decision-table-example__table_rzv_w3m_tzb}