--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Recommended Actions configuration # Configuring Recommended Actions {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Configuring Recommended Actions The Recommended Actions application helps ServiceNow agents quickly identify and perform relevant actions based on the context of a record or by using AI-powered search. This capability enhances agent efficiency and customer issue resolution by presenting optimal actions directly within the workspace, such as CRM Workspace. Show full answer Show less Recommended Actions enables agents to focus on critical tasks, take actions via a contextual side panel or subtab, troubleshoot effectively, and receive ranked, contextually relevant suggestions. It also supports AI search to find the most pertinent resources. ## Key Features * **Action Types:** * **Guidance:** Provides actionable advice or information, like attaching knowledge articles or creating work orders. * **Guided Decision Trees:** Multi-step flows with questions and answers to guide troubleshooting and resolution. * **Field Recommendation:** Suggests values for form fields, such as the Assignment group based on case details. * **AI Search:** Agents can perform AI-powered searches that return relevant result cards enabling direct action. * **Integration with AI Search:** Combines proactive recommendations with AI-driven search results to deliver contextual, actionable suggestions within a unified interface, streamlining the workflow. * **Contextual Relevance:** Recommendations and search results adapt based on real-time case context, improving resolution speed and accuracy. ## Practical Use Cases * Recommending application of resolutions from similar solved cases to close current cases efficiently. * Suggesting appropriate Assignment group values to route cases to relevant teams. * Proposing relevant Knowledge articles for agents to view and attach to customer cases. * Providing decision trees to guide agents through eligibility checks, such as refund requests. ## Setup and Configuration * Install the Recommended Actions application from the ServiceNow Store. * Assign appropriate roles to users to manage access to Recommended Actions features. * Configure contexts, rules, and recommendations including guidance and field recommendations within the application. * Ensure record page variants are active so Recommended Actions appear appropriately in workspaces. * For guided decision trees, install the Guided Decisions Experience application, configure decision trees, and integrate them into Recommended Actions to enhance troubleshooting capabilities. ## Benefits for ServiceNow Customers * Improves agent productivity by providing relevant, context-aware recommendations directly in the workspace. * Accelerates issue resolution through AI-enhanced search and proactive guidance. * Supports flexible action types to address diverse customer service scenarios. * Enhances customer satisfaction by enabling faster, more accurate agent responses. Use the Recommended Actions application to display relevant actions to agents based on a context of a record or enable agents to perform an AI search to find relevant resources. Agents can quickly and easily take action to help customers and resolve their issues. Figure 1. Recommended Actions in CRM Workspace With Recommended Actions: * Provide agents with optimal action in a context of a record. * Enable agents to focus their attention to the critical call-to-action. * Allow agents to take an action in a contextual side panel or in a subtab. * Enable agents to troubleshoot and provide a resolution to customers. * Rank actions that agents can take based on a configurable logic. * Recommend a value for a field on a form. * Enable agents to use AI search to find the most relevant resources. {#nba__ul_mx3_sld_cyb} ## Example scenarios for implementing Recommended Actions {#nba__section_vhk_rb1_tzb} Use Recommended Actions to provide the following recommendations: * Apply resolution from a solved case: Recommend agents to apply resolution from a similar solved case and then close the case. * Reassign case: Recommend a field value for the Assignment group field so that the case is assigned to the relevant team. * View and attach article: Recommend a Knowledge article relevant to the customer issue so that agents can view and attach the article to the current case. * Review a refund request. Recommend a decision tree for agents to work through to determine if the customer is eligible for a refund. {#nba__ul_prk_rc1_tzb} For end-to-end configurations of Recommended Actions for specific scenarios, see [Example configurations of recommended actions](https://www.servicenow.com/docs/lvwz1kpbuJHFuiOqoRM5_w "This example documentation demonstrates end-to-end configurations of recommendations with actions of type guidance, decision tree, or field recommendation to help you get started with Recommended Actions."). ## Action types for Recommended Actions {#nba__section_hyv_jz1_gyb} With the Recommended Actions application, you can create the following types of actions for agents to take. For more information, see [Recommended Actions](https://www.servicenow.com/docs/uRwgjB5yEXGa5FNXHkmUsQ "Use Recommended Actions to display relevant actions to agents based on a context of a record or recommend a value for a field.").{#nba__table_nxk_y1t_c5b__entry__2} | Action type | Description | |-|-| | Guidance | An action that an agent can take or information they can share. For example, guidance can recommend that an agent can attach a knowledge article in comment, work note, or mail of 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. | [ ] {#nba__table_nxk_y1t_c5b} ## AI search {#nba__section_kbq_r5y_zyb} Agents can enter their queries in the search bar to access AI-powered search results. The most relevant answers for the search query appear as genius result cards. Agents can take the actions from the search cards directly to resolve an issue. For more information, see [AI search in Recommended Actions](https://www.servicenow.com/docs/rq~XtH_xeaH6xdnrUaB1lw "Enable agents to use AI search in Recommended Actions to find relevant resources or resolutions for customer issues."). Benefits of AI search integration with Recommended Actions : * Unified search and recommendations: This integration combines AI-driven search capabilities with proactive recommendations, providing a unified toolset for agents. * Contextual intelligence: The system leverages contextual data to deliver highly relevant search results and recommendations tailored to each case. * Proactive recommendations: Agents receive actionable suggestions to accelerate case resolution, based on real-time case context. * Seamless workflow: The integration streamlines the user workflow by providing access to search and recommendations within a single interface. {#nba__ul_egp_pgt_1zb} ## Using Recommended Actions {#nba__section_vpy_ckw_15b} Agents can access recommended actions in a workspace such as CRM Workspace by selecting the Recommended Actions icon (![Recommended Actions icon]()) in the contextual side panel. For more information, see [Using the Recommended Actions application](https://www.servicenow.com/docs/rnWZXr1GgxV9Edb05guNLQ "Through the Recommended Actions application, use the recommended actions of type guidance and guided decision tree in your workspace to resolve cases quickly. Use the field recommendation to get recommendations on the field values. Use the AI search option to search the relevant resources from various sources."). ## Setting up Recommended Actions {#nba__section_gcv_bms_h5b} Set up the Recommended Actions application so that you can create actions of type guidance or field recommendation. An admin can complete the following setup tasks. {#nba__table_vcr_lms_h5b__entry__2} | Setup task | Description | |-|-| | [Install the Recommended Actions application](https://www.servicenow.com/docs/kYYtJSNFMOSIqn4qVuJlBQ "You can install the Recommended Actions application (sn_cs_nb_action) if you have the admin role.") | Download the Recommended Actions application from the ServiceNow® Store. | | [Assign roles to Recommended Actions users](https://www.servicenow.com/docs/OFBZBTVptiaw3Cw63F6pqQ "Several types of components are installed with the Recommended Actions application, including tables, roles, guidances, resource generators, and scheduled jobs.") | Assign roles to your users to control access to Recommended Actions features and information. | | [Configuring the Recommended Actions application](https://www.servicenow.com/docs/kApDeW6HeM6CUSmKB0SG0Q "As an admin, configure the Recommended Actions application to display relevant actions to your agents based on a record context.") | Configure recommended actions to create a context, rule, and recommendations with action types such as guidance and field recommendation. Note: The Guided Decisions application (sn_gd_core) is required to create guided decision trees. | [Table 1. Steps to set up the Recommended Actions application] {#nba__table_vcr_lms_h5b} Note: If Recommended Actions doesn't appear on a variant of a record page (such as the CSM default record page, CSM Interaction record page, or Front-line case page), ensure that the variant is marked active. For detailed steps, see [Recommended Actions tab not appearing on the CSM default record page](https://www.servicenow.com/docs/nXj2p5RzKN3cXDt5TmU0Mw "The Recommended Actions (RA) tab may not appear in the contextual side panel of the CSM default record page or the CSM Interaction record page. The cause determines the resolution."). ## Integrating decision trees in Recommended Actions {#nba__section_cxq_nf1_1zb} Optionally, set up the Guided Decisions Experience application so that you can create decision trees and then integrate them in recommended actions. Admins can complete the following setup tasks.{#nba__table_xfr_pf1_1mb__entry__2} | Setup task | Description | |-|-| | [Install the Guided Decisions Experience application](https://www.servicenow.com/docs/SkU7iVYAL1_~cNBEWlsGDQ "You can install the Guided Decisions Experience application (sn_ga_exp) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.") | Install the Guided Decisions Experience application from the ServiceNow® Store. This application enables you to configure decision trees that you can use as recommendations. | | [Configuring decision trees](https://www.servicenow.com/docs/XffAxmTR4ODbsoblyYR90g "Configure guidances and decision trees to resolve customer issues faster and provide standardized resolution.") | Configure decision trees that agents can use to troubleshoot solutions for customer issues. | | [Add Guided Decisions to Recommended Actions](https://www.servicenow.com/docs/E7TcH6pIn~36PhTtxbKbUA "Add decision trees created using the Guided Decisions Experience application to Recommended Actions, so customer service agents can work through it to resolve cases more efficiently.") | Add decision trees to recommended actions, so that agents can take relevant action during troubleshooting based on a record context. | [Table 2. Steps to integrate decision trees in Recommended Actions] {#nba__table_xfr_pf1_1mb} ## Request apps from the ServiceNow Store {#nba__section_x11_k2d_r4b} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).