---
sourceDocument: Yokohama Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/field-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Setting up Intelligent Task Recommendations

# Setting up Intelligent Task Recommendations {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Efficiently recommend tasks to agents using Intelligent Task Recommendations, a feature that aligns tasks with agents based on predefined policies and filtering conditions. Determine the applications through which you can
access task recommendations.

## Configuration overview {#administer-task-recommendations__section_kbj_fl5_lcc}

The steps to set up Intelligent Task Recommendations are:

1. Create a policy: Define a policy that governs whether a task should be recommended to a selected agent. This policy is essential for confirming that the right tasks are matched with the right agents. For more information, see [Create Task Recommendation Policies](https://www.servicenow.com/docs/VtEhObtcVtxY8jvw9mjTQw "Create policies to recommend the best available work order tasks for agents based on the specified rules and conditions.").
2. Map the policy to applications: Associate your policy with specific applications to enable dispatchers or agents to utilize the task recommendation feature within those applications. This association confirms that recommendations are accessible where they're most needed. For more information, see [Map applications to Intelligent Task Recommendation policies](https://www.servicenow.com/docs/cZvijbtPW~FRak7EVAuY4w "Map applications to task recommendation policies. Provide access to these policies within those applications.").
3. Define optional recommendation criteria: Enhance the accuracy of task recommendations by defining additional criteria. These criteria are divided into two categories. For more information, see [Predefined recommendation criteria](https://www.servicenow.com/docs/lHsvWWenWFFW6RBa42_m3g#type-of-recommendation-criteria "There are two types of recommendation criteria, filter constraints and ranking criteria. The system provides a set of predefined criteria.").
   *
     * Filtering constraints filter out tasks that don't meet the defined constraints.
     * Ranking criteria rate the tasks and apply an appropriate score.
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   * Define optional recommendation criteria: Enhance the accuracy of task recommendations by defining additional criteria. These criteria are divided into two categories:  
     Note:  
     Custom recommendation criteria are defined by script includes. For more information, see [Providing a script for custom task recommendation criteria](https://www.servicenow.com/docs/QWYIwF1qYkh1tGAxPjT0BA "Guidelines for creating scripts in recommendation criteria for an Intelligent Task Recommendation policy.").
   {#administer-task-recommendations__ul_kxn_ztd_4tb}
{#administer-task-recommendations__ol_aqq_xrl_ncc}