Get Guidance based recommendations

Get actionable real-time recommendations in the side panel to help address customer issues and resolve issues quickly.

Before you begin

Important:

Users who have itil or sn_incident_write in the ITSM base system, can see and use the recommendations. These roles (itil and sn_incident_write) also include the following two roles:

• • sn_nb_action.next_best_action_user: To view the recommendation.
  • sn_gd_guidance.guidance_user: To use the recommendation

Role required: itil, admin, sn_incident_write

About this task

The guidance based recommendations appear for various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.

For incident records, clicking the Recommendations icon() displays the Recommended actions and Search sub-tabs. The Search sub-tab allows you to manually search for AI-powered recommendations.

For records other than incidents (such as Incident Tasks, Problems, Problem tasks, Change requests, Change tasks, Interactions, and Requests), recommendations do not appear directly. Instead, you can use AI-powered search to find the recommendations.

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Service Operations Workspace..
2. Open a record that you want to work on.
3. Select the Recommendations icon() in the contextual side panel.
4. Select the Recommended actions to review the actionable recommendation cards.
5. Review the Recommended Actions cards and do one of the following:
   • To accept a recommendation, select the action button on the card.
   • To remove a recommendation from the contextual side panel, select Dismiss on the card.
6. Select the Search tab to manually search for AI-powered recommendations.

   The AI-powered search results in the following eight record types: Incident, Incident Tasks, Problem, Problem tasks, Change request, Change task, Interaction, and Request.