Rules in Recommended Actions

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Rules in Recommended Actions

    Rules in the Recommended Actions application allow you to define conditions and user roles to present tailored recommendations to agents handling specific records within a context, such as cases. These rules help agents by suggesting helpful actions, improving efficiency and consistency in case management.

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    Key Features

    • Role-Based Recommendations: Specify which user roles can view the recommendations generated by a rule, ensuring relevant guidance is shown only to appropriate agents.
    • Condition-Based Rules: Define conditions on context records and inputs to trigger recommendations when criteria are met.
    • Multiple Recommendations per Rule: Create several recommendations within a single rule, such as predicting case field values or suggesting knowledge articles for attachment.
    • Context and Inheritance Support: Rules are tied to a context (e.g., case context), and can be applied to tables extended from the context table by enabling inheritance, allowing consistent recommendations across related data tables.
    • Rule Activation and Ordering: Control rule activation status and order of application to manage how and when recommendations appear to agents.
    • Field Monitoring: Specify context table fields that, when changed, trigger field-level recommendations even before records are saved.

    Practical Use and Configuration

    To create a rule, select the appropriate context and designate the user roles that should see recommendations. Set conditions that define when the rule applies and add recommendations to guide agents effectively. Use the Rule form to manage key details such as name, description, conditions, roles, and activation. Enable the option to apply rules to extended tables if your data model includes inheritance.

    Key Outcomes

    • Agents receive context-sensitive, role-specific guidance improving decision-making and workflow efficiency.
    • Recommendations can include field value predictions and knowledge article attachments, enhancing case resolution quality.
    • Inheritance of rules to extended tables ensures consistent application of recommendations across related records.
    • Field monitoring enables proactive recommendations based on unsaved changes, supporting faster and more accurate data entry.

    A rule is a set of conditions that applies to a context. A rule shows recommendations to agents with certain roles for records that meet certain conditions.

    Creating a rule includes the following steps:
    • Selecting the user roles that can see the recommendations associated with the rule.
    • Defining the conditions that apply to the context records and context inputs.
    • Creating recommendations for the rule. A recommendation is a way to suggest a helpful action to an agent. A rule can have multiple recommendations.
    The Recommended Actions application includes one context record, case context, that you can use to create recommendations for cases. For example, following are some guidance recommendations:
    • Case field level recommendations: This rule includes one recommendation to predict a value for the Assignment group field on the Case form.
    • Case side panel recommendations: This rule includes recommendations to view and attach a knowledge article to a case and to attach and add a link to a knowledge article in a comment, work note, or email.

    Apply rules to tables extended from the context table

    A rule created in the parent context is inherited by the extended context when you select the Apply to tables extended from the context table check box in a rule. The rules inherited from the parent context appear in the Inherited Rules related list of the extended context. Therefore, the recommendations of these rules are passed on to the extended context. Along with the recommendations of the context table, the recommendations of the active rules from the parent context are inherited by the extended context.

    Rule form

    The Rule form provides information about the rule, including a description, the selected user roles, and conditions that apply to the table in the associated context.

    When you create a rule, provide this information and save the record. After saving, you can see the Recommendations related list.

    You can access the rule records by navigating to All > Recommended Actions > Rules. New rules can only be created from within a context. For more information, see Create a rule.

    Table 1. Rule form fields
    Field Description
    Name The name of the rule.
    Context The context that this rule is associated with. This field is auto-populated from the Context form.
    Roles The user roles that can see recommendations for this rule.
    Description A brief description of the rule.
    Advanced Condition The conditions that apply to the records from the context table.

    If a context input is available for the context, you can build conditions on it along with the context table.
    Fields affecting this rule Fields from the context table that need to be monitored. Changes to these fields generate recommended actions of the type field recommendation for unsaved records.
    Active When enabled, the rule is active.
    Apply to tables extended from the context table When enabled, the rule is applied to tables that are extended from the context table.
    Order Determines the order in which the rule is applied.