--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Configuring the Recommended Actions application # Configuring the Recommended Actions application {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configuring the Recommended Actions application The Recommended Actions application enables ServiceNow administrators to configure context-driven, relevant actions that agents can take based on the specific record they are working on. This improves agent efficiency by providing tailored guidance, decision trees, or field recommendations relevant to the record's context. Show full answer Show less ## Configuration Steps * **Create a context:** Define a context tied to a specific table (e.g., Case table) to scope where recommendations will appear. * **Create a context input:** Optionally associate additional entities beyond the context table to dynamically update recommendations as the context changes. * **Create a rule for the context:** Define conditions on the context table that control when a recommended action is shown, and specify which user roles can access these recommendations. Rules can only be created within an existing context. * **Create recommendations for rules:** Suggest specific actions for agents by creating recommendations within the rule. You can choose from types such as guidance, guided decision trees, or field recommendations. ## Action Types * **Guidance:** Actions or information agents can take or share, such as attaching knowledge articles or creating work orders. * **Guided decision tree:** Multi-step, question-and-answer flows that lead agents through a process and result in actionable guidance. * **Field recommendation:** Suggestions for field values, like recommending an assignment group based on case details. ## Additional Configuration Elements * **Resource generators:** Configure these to supply information inputs used by actions like guidance and field recommendations. Decision trees do not require resource generators. * **Arbitration parameters:** Set parameters to control the frequency and priority of recommended actions, ensuring agents receive the most critical guidance to resolve customer issues efficiently. By correctly configuring these components, ServiceNow customers can deliver dynamic, context-aware recommendations that enhance agent productivity and improve issue resolution quality. As an admin, configure the Recommended Actions application to display relevant actions to your agents based on a record context. ## Recommended actions {#configure-recommended-actions__section_afy_hz1_gyb} You can configure recommended actions by following these steps.{#configure-recommended-actions__table_jm3_lm4_15b__entry__2} | Step | Description | |-|-| | [Create a context](https://www.servicenow.com/docs/YlC1xNxBayryYidOUzZwfQ "Create a context for an individual table, such as the Case table. Contexts store information including the recommended actions that agents can use and the rules that determine when those actions are available.") | A context enables agents to see recommendations for records from a specific table, such as the Case table. | | [Create a context input](https://www.servicenow.com/docs/Pu_GT0EZKNDrmPHmVNSxfw "As an admin or RA author, create a context input for a context and use it in rule condition builder, resource generator input and recommendation-action mappings.") | A context input enables you to associate entities beyond just the context table with a context ensuring that recommendations are updated dynamically as the context evolves. Note: This step is not mandatory. | | [Create a rule for a context](https://www.servicenow.com/docs/EP6bBisBnQtacK0MM3W_Uw "Create a rule for a context that determines when recommended actions are made available to agents.") | A rule is a set of conditions that applies to a context and determines when a recommended action appears. When you create a rule: * Select conditions that apply to the context table. * Select the roles that have access to the recommended actions. {#configure-recommended-actions__ul_bst_5m4_15b} Note: New rules can only be created from within a context. | | [Create a recommendation for a rule](https://www.servicenow.com/docs/woGukjVcn5p5bAxULwxM8g "Create a recommendation with an action type of guidance, field recommendation, or guided decision tree to suggest helpful actions to agents.") | A recommendation is a way to suggest an action to an agent. Create a recommendation by selecting one of the recommendation types available on the New Recommendation screen: * Guidance * Guided decision tree * Field recommendation {#configure-recommended-actions__ul_pvx_gn4_15b} Note: New recommendations can only be created from within a rule. | [Table 1. Steps to configure Recommended actions] {#configure-recommended-actions__table_jm3_lm4_15b} ## Action types {#configure-recommended-actions__section_hyv_jz1_gyb} With the Recommended Actions application, you can create the following types of actions for agents to take.{#configure-recommended-actions__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 view and attach a knowledge article to 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. | [Table 2. Action types in the Recommended actions application] {#configure-recommended-actions__table_nxk_y1t_c5b}For more information, see [Creating guidance and field recommendation in Recommended Actions](https://www.servicenow.com/docs/PZsLW4xNnpsEErtCSpDQKA "Create guidances and field recommendations that you can use to configure recommended actions."). ## Resource generators {#configure-recommended-actions__section_ibt_dh4_y5b} Configure resource generators to provide information that you can use as inputs to actions such as guidances and field recommendations. Configuration of decision trees don't require resource generators. For more information, see [Create a resource generator in Recommended Actions](https://www.servicenow.com/docs/nmK243Knc5Yn8F3FPlAPvQ "Create resource generators that you can use to provide resources for recommendations from Recommended Actions."). ## Arbitration parameters {#configure-recommended-actions__section_agn_gh4_y5b} Configure arbitration parameters to determine the frequency of issues or the priority order of the recommended actions so that agents get the guidance that they must help resolve customer issues. For more information, see [Configure the arbitration parameters in Recommended Actions](https://www.servicenow.com/docs/wmc8DRPdfDSOZxDhuCNMoA "Configure the recommended actions by the frequency of issues or by the order of priority so that your agents get the guidance that they must help resolve customer issues.").