Configuring Recommended Actions
Summarize
Summary of Configuring Recommended Actions
The Recommended Actions application in ServiceNow enables agents to efficiently resolve customer issues by providing context-sensitive recommended actions within workspaces such as the CSM Configurable Workspace. Agents can quickly take optimal actions, focus on critical tasks, troubleshoot issues, and access AI-powered search to find relevant resources—all within a streamlined interface.
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Key Features
- Contextual Recommendations: Actions are ranked and displayed based on configurable logic related to the record’s context.
- Action Types:
- Guidance: Suggestions for agents such as attaching knowledge articles or creating work orders.
- Guided Decision Trees: Multi-step interactive flows to assist agents in troubleshooting and decision-making.
- Field Recommendations: Suggested values for fields like assignment groups based on case data.
- AI Search: Agents enter queries to receive AI-driven, relevant search results with actionable cards.
- AI Search Integration Benefits: Unifies search and recommendations, leverages contextual intelligence, offers proactive suggestions, and streamlines agent workflows.
Practical Use Cases
- Recommending resolutions from similar solved cases to expedite closure.
- Suggesting reassignment to the appropriate team via assignment group recommendations.
- Recommending relevant knowledge articles for viewing and attachment.
- Guiding agents through decision trees for scenarios like refund eligibility.
Setup and Configuration
Administrators are responsible for installing and configuring Recommended Actions to tailor the system for their agents:
- Install the Recommended Actions application from the ServiceNow Store.
- Assign appropriate roles to control access for users.
- Configure contexts, rules, and recommendations for guidance and field recommendation action types.
- For guided decision trees, install and configure the Guided Decisions Experience application and integrate it with Recommended Actions.
Agent Experience
Agents access recommended actions via a dedicated icon in the contextual side panel within supported workspaces. They can take actions directly from recommendations or perform AI-powered searches to find resources and resolve issues more effectively.
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 action to help customers and resolve their issues.
- 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 troubleshoot 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.
Example scenarios for implementing Recommended Actions
Use Recommended Actions to provide the 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 relevant team.
- View and attach article: Recommend a Knowledge article relevant to the customer issue so that agents can view and attach the 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.
For end-to-end configurations of recommended actions for specific scenarios, see Example configurations of recommended actions.
Action types for Recommended Actions
| Action type | Description |
|---|---|
| Guidance |
An action that an agent can take or information they can share. For example, guidance can recommend that an agent can attach a knowledge article in comment, 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. |
AI search
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 the actions from the search cards directly to resolve an issue. For more information, see AI search in Recommended Actions.
- 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.
Using recommended actions
Agents can access recommended actions in a workspace such as CSM Configurable Workspace by selecting the Recommended Actions icon (
)
in the contextual side panel. For more information, see Using the Recommended Actions application.
Setting up recommended actions
| Setup task | Description |
|---|---|
| Install the Recommended Actions application | Download the Recommended Actions application from the ServiceNow® Store. |
| Assign roles to Recommended Actions users | Assign roles to your users to control access to Recommended Actions features and information. |
| Configuring the Recommended Actions application | 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. |
Integrating decision trees in recommended actions
| Setup task | Description |
|---|---|
| Install the Guided Decisions Experience application | 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 | Configure decision trees that agents can use to troubleshoot solutions for customer issues. |
| Add Guided Decisions to Recommended Actions | Add decision trees to recommended actions, so that agents can take relevant action during troubleshooting based on a record context. |
Request apps from the ServiceNow Store
Visit the ServiceNow Store 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.