--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Recommendations # Recommendations in Recommended Actions {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Recommendations in Recommended Actions Recommendations in the Recommended Actions feature help agents by suggesting helpful actions during their workflows. These recommendations include the suggested action and any related resources and inputs needed to complete it. There are four types of recommendations available: Show full answer Show less * **Guidance:** Suggested actions or information to share. * **Decision tree:** Guided troubleshooting flows to resolve issues. * **Field recommendation:** Recommended values to populate fields. * **Playbooks:** Step-by-step resolution guides to run. Creating recommendations allows you to tailor agent guidance and automate resolution steps within your ServiceNow environment. ## Creating and Managing Recommendations Recommendations are created through the New Recommendation screen, where you select the recommendation type. This selection sets the **Action type** on the Recommendation form, which is where you configure details such as the specific action, inputs, and resource generators. Inputs for actions are parameters that enable agents to perform the recommended action effectively. Inputs can be selected manually, derived from the context record, or populated via resource generators. The form adapts based on the action type; for example, guidance and field recommendations require inputs, while decision trees do not. ## Recommendation Form Fields and Configuration The Recommendation form includes key fields that define how recommendations behave and appear to agents: * **Rule and Context:** Define the context scope for the recommendation (read-only). * **Name:** The identifier for the recommendation. * **Action type:** Specifies the recommendation category (Guidance, Decision tree, Field recommendation, Playbooks). * **Action:** The specific action associated with the recommendation, filtered by action type. * **Launch mode:** (For Playbooks) Defines how the playbook is opened---either in a side panel or record view. * **Resource generator:** Selects a resource generator to provide relevant resources or inputs for the action. * **Recommendation hint:** Displays a message explaining why the recommendation is suggested, enhancing agent understanding. * **Order:** Controls the sequence in which multiple recommendations appear. * **Active:** Enables or disables the recommendation. * **Action inputs:** Parameters required for completing the action; can be static or dynamic values. * **Group:** Organizes recommendations into logical groups for easier access; used especially in Workforce Optimization for ITSM. Note that certain fields like Action type and Action may not appear when using AI search resource generators, as those are configured differently. ## Practical Benefits for ServiceNow Customers This recommendation framework enables ServiceNow customers to provide agents with precise, context-driven guidance and automated workflows, improving efficiency and resolution quality. By configuring and activating targeted recommendations, customers can streamline agent actions, reduce resolution times, and enhance the overall service experience. Recommendations must be created within rules and can be managed via the Recommended Actions interface (All \> Recommended Actions \> Recommendations), ensuring centralized control and easy updates. A recommendation is a way to suggest a helpful action to an agent. A recommendation includes the action and any relevant resources and inputs. There are three types of recommendations that are provided to agents: * Guidance: An action that an agent can take or information that they can share. * Decision tree: A guided flow to troubleshoot an issue and provide a solution. * Field recommendation: A recommended value to use for a field. * Playbooks: A playbook to run for step-by-step resolution {#ra-csm-recommendations__ul_nkc_1pd_cyb} ## Creating a recommendation {#ra-csm-recommendations__section_plf_hkz_ztb} When you create a recommendation, you can select the type from the New Recommendation screen. This screen lists the available types. Selecting a type on the New Recommendation screen takes you to the Recommendation form. The selected type is added to the Action type field on the Recommendation form. ## Recommendation form {#ra-csm-recommendations__section_p2f_cgf_ztb} The Recommendation form provides information about a recommendation, including the selected action and any inputs and resource generators that the action requires. When you create a recommendation, you select an action type and an action. The next steps depend on the action type that you select. For example, guidances and field recommendations require action inputs while decision trees don't. When you create a recommendation, provide this information and save the record. After saving, you can see the Action inputs form section. Inputs are parameters that go into an action and enable agents to complete that action. You can select relevant inputs manually, from the context record, context inputs, or from the resource generator. You can access the recommendation records by navigating to AllRecommended ActionsRecommendations. New recommendations can be created only inside the rules. For more information, see [Create a recommendation](https://www.servicenow.com/docs/pKLXUsj3bLnpCDv_WolMIA "Create a recommendation with an action type of guidance, field recommendation, or guided decision tree to suggest helpful actions to agents."). {#ra-csm-recommendations__table_ic2_qzz_ztb__entry__2} | Field | Description | |-|-| | Rule | The name of the rule for the context. This field is read-only. | | Context | The name of the context that the Rule belongs to. This field is read-only. | | Name | The name of the recommendation. | | Action type | The type of recommendation: * Guidance * Decision tree * Field recommendation * Playbooks {#ra-csm-recommendations__ul_nns_q11_15b}This field is automatically filled with the selection from the New Recommendation screen. | | Action | The action to select for the recommendation. The available actions are determined by the selection in the Action type field. You can also create an action for the selected action type of guidance, decision tree, or field recommendation. | | Launch mode | Defines how to open the playbook from Recommended Actions panel: * Launch and show in side panel: The playbook opens in the Suggested Actions tab of the Recommended Actions Contextual Side Panel. * Launch only: The playbook opens in record view. Note: This field appears when you select the Playbooks option in the Action Type field. | | Resource generator | The resource generator to select from the Resource generators list. You can also create a resource generator. Guidances and field recommendations can use resource generators to find relevant resources for the action inputs. If you change the value in the Resource generator field, you must save the recommendation to use the resource generator. | | Recommendation hint | Text that tells the agent why a recommendation is being suggested. Hints apply to action types of guidance and decision tree. The hint appears at the top of the action cards in the Recommended Actions side panel. | | Order | The order of the recommendations inside the rule. | | Active | When enabled, the recommendation is active. | | Action inputs | Action types and actions require inputs. These inputs are the parameters that enable agents to complete an action. You can choose static values for action inputs, or you can use a resource generator to supply values. If a context input is available for the context, it appears in the pill picker of the fields in Action inputs section. | | Group | Group created by a defined grouping strategy that displays relevant recommendations together. Note: You might need to configure the Recommendation form to display the Group field. This field is available by default for Workforce Optimization for ITSM users. | [Table 1. Recommendation form fields] {#ra-csm-recommendations__table_ic2_qzz_ztb} Note: The Action type, Action, and Recommendation hint fields aren't shown for the AI search resource generator. You can configure the Action type and Action fields, and mapping between AI search outputs and guidance actions inputs in the Search result mapping related list. Figure 1. Recommendation form *[\>]: and then