Configuring the Recommended Actions application

Release version: Australia

Updated March 12, 2026

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Summary of Configuring the Recommended Actions application

The Recommended Actions application allows administrators to configure relevant actions for agents based on the context of a record, enhancing their efficiency in handling cases. This is done by creating contexts, inputs, rules, and recommendations tailored to specific scenarios.

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Key Features

Create a Context: Defines the record table, such as the Case table, for which recommendations will be displayed.
Create Context Input: (Optional) Associates additional entities with a context for dynamic recommendations.
Create a Rule: Establishes conditions to determine when a recommended action appears, including role access.
Create a Recommendation: Suggests actions to agents using types such as Guidance, Guided decision tree, or Field recommendation.
Action Types:
- Guidance: Provides actionable advice or information.
- Guided Decision Tree: Offers a structured flow for decision-making.
- Field Recommendation: Suggests values for fields based on context.
Resource Generators: Supplies inputs for actions but is not required for decision trees.
Arbitration Parameters: Controls the frequency and priority of recommended actions to optimize agent responses.

Key Outcomes

By configuring the Recommended Actions application, ServiceNow customers can improve agent responsiveness and decision-making by providing tailored recommendations that adapt to evolving contexts, ultimately leading to enhanced customer service and issue resolution.

As an admin, configure the Recommended Actions application to display relevant actions to your agents based on a record context.

Recommended actions

You can configure recommended actions by following these steps.

Table 1. Steps to configure Recommended actions
Step	Description
Create a context	A context enables agents to see recommendations for records from a specific table, such as the Case table.
Create a context input	A context input enables you to associate entities beyond just the context table with a context ensuring that recommendations are updated dynamically as the context evolves. Note: This step is not mandatory.
Create a rule for a context	A rule is a set of conditions that applies to a context and determines when a recommended action appears. When you create a rule: Select conditions that apply to the context table. Select the roles that have access to the recommended actions. Note: New rules can only be created from within a context.
Create a recommendation for a rule	A recommendation is a way to suggest an action to an agent. Create a recommendation by selecting one of the recommendation types available on the New Recommendation screen: Guidance Guided decision tree Field recommendation Note: New recommendations can only be created from within a rule.

Action types

With the Recommended Actions application, you can create the following types of actions for agents to take.

Table 2. Action types in the Recommended actions application
Action type	Description
Guidance	An action that an agent can take or information that they can share. For example, a guidance can recommend that an agent can view and attach a knowledge article to a case or create a work order.
Guided decision tree	A guided flow to follow. A decision tree is a multi-step process that includes a series of questions and answers and results in guidance.
Field recommendation	A recommended value to use for a field. For example, this type of action can recommend the assignment group based on the text in the case short description.

For more information, see Creating guidance and field recommendation in Recommended Actions.

Resource generators

Configure resource generators to provide information that you can use as inputs to actions such as guidances and field recommendations. Configuration of decision trees don’t require resource generators. For more information, see Create a resource generator in Recommended Actions.

Arbitration parameters

Configure arbitration parameters to determine the frequency of issues or the priority order of the recommended actions so that agents get the guidance that they must help resolve customer issues. For more information, see Configure the arbitration parameters in Recommended Actions.