---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Configure Intelligent Task Recommendations

# Configuring Intelligent Task Recommendations {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Efficiently recommend tasks to agents using Intelligent Task Recommendations, a feature that aligns tasks with agents based on predefined policies and filtering conditions. Determine the applications through which you can
access task recommendations.

## Configuration overview {#administer-task-recommendations__section_kbj_fl5_lcc}

The steps to set up Intelligent Task Recommendations are:

1. Create a policy: Define a policy that governs whether a task should be recommended to a selected agent. This policy is essential for confirming that the right tasks are matched with the right agents. For more information, see [Create Task Recommendation Policies](https://www.servicenow.com/docs/Rf7BI6jj7Zh1~oLWhEAS4A "Create policies to recommend the best available work order tasks for agents based on the specified rules and conditions.").
2. Map the policy to applications: Associate your policy with specific applications to enable dispatchers or agents to utilize the task recommendation feature within those applications. This association confirms that recommendations are accessible where they're most needed. For more information, see [Map applications to Intelligent Task Recommendation policies](https://www.servicenow.com/docs/miC3tawQcEBbW5nfbO6Ytg "Map applications to task recommendation policies. Provide access to these policies within those applications.").
3. Define optional recommendation criteria: Enhance the accuracy of task recommendations by defining additional criteria. These criteria are divided into two categories. For more information, see [Predefined recommendation criteria](https://www.servicenow.com/docs/2LX0LsGiIHD7m7xOvZJMoQ#type-of-recommendation-criteria "There are two types of recommendation criteria, filter constraints and ranking criteria. The system provides a set of predefined criteria.").
   *
     * Filtering constraints filter out tasks that don't meet the defined constraints.
     * Ranking criteria rate the tasks and apply an appropriate score.
     {#administer-task-recommendations__ul_t5t_zj4_gqb}
   * Define optional recommendation criteria: Enhance the accuracy of task recommendations by defining additional criteria. These criteria are divided into two categories:  
     Note:  
     Custom recommendation criteria are defined by script includes. For more information, see [Providing a script for custom task recommendation criteria](https://www.servicenow.com/docs/Wq_Enxwls1~TGtfQAFnv4A "Guidelines for creating scripts in recommendation criteria for an Intelligent Task Recommendation policy.").
   {#administer-task-recommendations__ul_kxn_ztd_4tb}
{#administer-task-recommendations__ol_aqq_xrl_ncc}
**Related concepts**   

* [Intelligent Task Recommendation](https://www.servicenow.com/docs/AqQpNxqUPZPTL6d9zdkX1g "Intelligent Task Recommendation helps dispatchers to improve agent utilization by recommending tasks to fill agent schedules. Agents can also view the recommended tasks and assign them to themselves using the ServiceNow Agent mobile app.")  
**Related tasks**   

* [Assign work order tasks to agents using Intelligent Task Recommendation](https://www.servicenow.com/docs/YhjcWexTjDySMeL78pPW6A#task-recommendation-in-disp-wrkspc "As a dispatcher, you can recommend the best available tasks to fill gaps in an agent's schedule.")
* [Assign tasks to yourself based on Intelligent Task Recommendation](https://www.servicenow.com/docs/N843mp13r4slGYGOSeFDzw "Assign the best available recommended task to yourself so that you can fill a gap in your schedule.")  
**Related reference**   

* [Intelligent Task Recommendations components](https://www.servicenow.com/docs/2LX0LsGiIHD7m7xOvZJMoQ#fsm-task-recommendation-components "Several types of components are installed with the Intelligent Task Recommendations components feature, including tables and business rules.")