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Summary of Recommended Actions
Recommended Actions in ServiceNow enable agents to receive context-specific suggestions to streamline their workflow and improve case resolution.These actions help agents by recommending relevant steps, field values, or guided decision processes based on the record they are working on.This capability enhances agent efficiency and accuracy in addressing customer issues.
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Key Features
Guidance: Displays actionable cards in the contextual side panel of workspaces that agents can follow or share. For example, copying resolution notes from a solved case or creating a work order to dispatch a replacement.
Field Recommendation: Suggests values for specific fields on new or existing records. Agents see these as messages beneath fields or auto-filled values based on configurable confidence thresholds. For example, recommending an assignment group based on case description.
Decision Tree: Provides a multi-step guided flow, asking agents a series of questions to recommend a final guidance. This requires the Guided Decisions application to create and deploy.
Resource Generators: Utilize decision tables, flows, scripts, Predictive Intelligence, or AI search to supply information such as knowledge article links to support guidance and field recommendations.
Arbitration Parameters: Control the frequency and priority of recommended actions to ensure agents receive the most relevant guidance for resolving issues efficiently.
How It Works
Recommended Actions are configured through a multi-step process involving:
Context: Defines the record types and situations where recommendations appear.
Rule: Sets conditions to trigger recommendations within a context.
Recommendation: Specifies the action type (guidance or field recommendation) suggested to the agent.
Guidance and Decision Tree actions appear as cards in the workspace side panel, while Field Recommendations appear as messages or auto-filled values within record forms, allowing agents to adopt suggestions directly.
Benefits for ServiceNow Customers
Improves agent productivity by providing relevant, actionable suggestions directly within the workspace.
Enhances case resolution accuracy with context-aware guidance and field value recommendations.
Supports a consistent troubleshooting approach through decision trees, improving customer satisfaction.
Leverages AI and intelligent resource generators to keep recommendations relevant and up to date.
Use Recommended Actions to display relevant actions to agents based on a context of a record or recommend a value for a field.
Action types in Recommended Actions
Action type
Description
Use cases
Guidance
A guidance is an action that an agent can take or information that an agent can share.
Guidances appear as cards in the contextual side panel in a workspace.
Agents can access these cards by selecting the Recommended Actions icon in the side panel.
Agents can perform the action by clicking the button on the card.
Mary created a case to report an issue with a router. The agent assigned to this case is recommended to apply a resolution from a solved case to resolve the customer issue. The resolution notes and a
resolution code from the solved case are copied into the Closure Information section of the current case.
Paul, who has an account with StellarVest bank created a case to report a loss of credit card. The agent assigned to
this case is recommended to create a work order to dispatch a new credit card for Paul.
Field recommendation
A field recommendation is a value that is recommended for a field.
Depending on the configuration, the recommended field values are auto-filled or shown as messages underneath the fields for the new records.
The recommended field values are shown as messages only underneath the fields for the existing records.
You can configure the fields with the text and values that appear in the messages.
You can also configure a confidence threshold to auto-fill a recommended value.
You can configure a preference to auto-fill a recommended value.
An agent wants to reassign the case to a different team who is better equipped to resolve a customer issue. A field recommendation can recommend the assignment group based on the text in the case short
description.
While interacting with a customer, an agent creates a case on behalf of the customer. Based on the short description the agent enters in the case form, the values for the fields Product,
Assignment group, and Assigned to are recommended to the agent.
Decision tree
A decision tree is a guided flow for agents to follow. A decision tree is a multi-step process that asks a series of questions. Based on the answers that an agent enters, a guidance is provided.
Note:
The Guided Decisions application (sn_gd_core) is required to create decision trees.
Rina created a case to report that their phone isn’t charging. The agent assigned to the case is recommended to use a decision tree that
asks a series of questions to troubleshoot the issue with the phone and provides a guidance in the end.
Actions of the type Guidance and Guided Decision Tree are displayed as cards within the contextual side panel.Figure 1. Recommended actions - guidance card
Actions of the type Field Recommendation are auto-filled in the fields or appear as messages under the fields on a record form. Agents can follow the recommendations and select these field values.Figure 2. Field recommendation messages in the Incident form
Configuring a recommended action is a multi-step process that involves:
Context
A context enables agents to see recommended actions for a record in that table when certain rules are met. For more information, see Contexts in Recommended Actions.
Rule
A rule is a set of conditions that applies to a context and determines when a recommended action appears for records in the context table. For more information, see Rules in Recommended Actions.
Recommendation
A recommendation is a way to suggest an action to an agent. You can create recommendations with action types of guidance and field recommendation. For more information, see Recommendations in Recommended Actions.
Resource generators
Resource generators provide helpful information for guidance and field recommendations. The resource generators use decision table, flow, scripts, Predictive Intelligence framework, or AI search capabilities to
generate resources. For example, a resource generator can provide a knowledge article link that can then be used as a recommended action for a case. For more information, see Resource generators in Recommended Actions.
Arbitration parameters
Arbitration parameters determine the frequency of issues or the priority order of the recommended actions so that agents get the guidance that they need to help resolve customer issues.
