SOW - Add Catalog Item recommendations

[Khanna Ji]

Hi Friends,

We started using SOW (Service Operations Workspaces) for ITSM. There are some catalog items and knowledge articles which we want to show to the user based on their roles always. Not just based on keywords. These are like top recommendations which they get always. 

How can I configure these? We thought of creating UI actions but that's old way. New way is recommendations but how can it be achieved? 

I did search communities and gone through the docs but there is no straigh solution for this

[Ankur Bawiskar]

@Khanna Ji 

check these links

Recommended Actions in the Side Panel of Workspace 

Service Operations Workspace Academy: Configuring Recommended Actions with AI Search & Now Assist ​ 

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[Khanna Ji]

I don't think its possible to open catalog item in service portal from recommended actions. Reason being that is taking user way from workspace and intent to create workspace is being killed due to this. Maybe I am wrong but I am unable to find anything which helps user to take to the service portal like we do in UI Action

[Dr Atul G- LNG]

Hi @Khanna Ji 

Greetings!

Here is the corrected and polished version of your message:

First, which user are we referring to here — a fulfiller or an end user? I am assuming it is a fulfiller.

A fulfiller can see all records based on their role, and we can restrict access only based on user criteria, not the other way around. Users can search using keywords to find records, but that may not always be accurate or quick.

Let me know the exact use case and objective, and we can then confirm whether this approach will work.

!