---
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


---

# Suggested steps generation

# Suggested steps generation in ServiceNow Otto for Customer Service Management (CSM) {#ariaid-title1}

* Release version: Yokohama
* 
* Updated April 1, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Generate suggested steps automatically by analyzing clusters of closed cases with similar case resolution in the ServiceNow Otto for Customer Service Management (CSM) application.

## Before you begin

Role required: sn_esm_agent

## About this task

The system uses data from the Short description field and the filter conditions set in the case input table to generate the suggested actions based on similar past resolved cases. These steps outline the next best actions
that agents can take as part of resolving cases.

If suggested steps are enabled for an open case, you can generate and display these steps in a card at the top of the Recommended Actions tab in the contextual side panel.

## Procedure

1. Navigate to WorkspacesCSM/FSM Configurable Workspace.
2. Using the List icon ![icon for seeing the list of cases](), open a case that is not in Closed or Complete state.
3. Select the Recommendations icon in the contextual side panel to display the Recommended Actions tab.The system displays the Suggested steps by Now Assist card at the top of the tab.
4. In the Suggested steps by Now Assist card, select Generate.  
   The steps to resolve the case appears in the Recommendations window in the case record. This action may take a few minutes.Figure 1. Suggested steps by Now Assist

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