Use Recommended Actions to resolve cases

As an agent, you can use Recommended Actions to help address customer issues and resolve cases quickly.

Before you begin

Role required: sn_nb_action.next_best_action_user

Procedure

1. Navigate to All > Workspace Experience > Workspaces > CSM Configurable Workspace.
2. Open a customer service record that you want to work on.
3. Select the Recommended Actions icon () in the contextual side panel.
4. Select the Recommended Actions tab.
   Depending on the record context, cards for guidances, decision trees, or both are displayed.
5. Review the Recommended Actions cards and do one of the following:
   1. To accept a recommendation, select the action button on the card.
      The result depends on the type of recommendation:

      Table 1. Recommended action results

      Selected recommendation	Description	Result
      Decision tree	A guided flow presents a series of questions in the contextual side panel that you can answer to get to the appropriate guidance.	After your inputs, the system provides a guidance that you can select.
      Guidance	A recommendation for handling the case, for example: View and attach a knowledge article Attach and add link in comment Read article Attach and add link in email Add link in work note Copy link Submit an external request for an item, such as a credit report or loan application. Create a work order to handle the case.	The system performs the action. For example: Knowledge article guidance: The article opens in the Current tab of the contextual side panel or in a subtab for review. You can then choose a secondary action for handling the case. External request guidance: A subtab opens in the record to enter more information needed for the request, such as a loan application.

   2. To remove a recommendation from the contextual side panel, select Dismiss on the card.
      The recommendation card moves from the Recommended Actions tab to the History tab.
6. Continue reviewing the Recommended Actions cards and accept or dismiss them as needed to resolve the issue.