---
sourceDocument: Brazil Proactive Service Experience Workflows
sourceDocumentLink: https://www.servicenow.com/docs/r/proactive-service-exp-workflows

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Proactive Service Experience Workflows

ft:clusterId :

    - psew

bundleId :

    - psew

workflow :

    - Customer and Industry


---

# Activate the Event-Context Candidate Recommender

# Activate the Event-Context Candidate Recommender {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enable AI-powered success play recommendations in Technology Account 360 and engagement records based on account context and lifecycle events.

## Before you begin

Role required: `sn_customerservice_agent`  
Note:  
Configure the underlying subflows for each Customer Success definition to run as the logged-in user, not as a system user. This ensures that role-based access controls are enforced when a play is executed.

## About this task

The Event-Context Candidate Recommender skill compares an account's current context against categories defined in the Customer Success Definition table. Definitions correspond to subflows such as
Scheduled Follow-up, Get to Green, and Initiate New Boarding Journey. The skill returns only genuine matches and does not force a result when no definition fits the account context.

When you open the Recommendations panel in Technology Account 360 or an engagement record, the skill uses four inputs: account events and their context, the pool of Customer Success definitions to match
against, the recommendation mode, and optional matching guidance. The recommendationMode parameter controls whether suggestions are returned per event (<kbd class="ph userinput">individual</kbd>), as a
consolidated set (<kbd class="ph userinput">grouped</kbd>), or both.

## Procedure

1. Navigate to AllAI Admin HubAI Skills.
2. In the Event-Context Candidate Recommender skill card, select Activate.
3. Select the user role that can use this skill.
4. Select Save.  
   The skill is activated. The Recommendations panel in Technology Account 360 and engagement records generates success play suggestions based on the definitions in the Customer Success Definition table. Results are cached after the first call and served from the cache on subsequent panel opens.
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## What to do next

For details on caching and refresh behavior, see [View and execute recommended actions for an engagement](https://www.servicenow.com/docs/access?context=account-lifecycle-360-view-reco-actions&version=brazil&pubname=brazil-acct-lifecycle-events&ft:locale=en-US).

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