Recommendations panel

  • Release version: Australia
  • Updated July 26, 2026
  • 2 minutes to read
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    Summary of Recommendations panel

    The Recommendations panel in ServiceNow's Telecommunications Customer 360 home page provides Knowledge Base article suggestions and enables searching for relevant Knowledge Base articles and agentic workflows. It is designed to assist users in quickly finding information and triggering workflows to support customer service and operational tasks.

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    Key Features

    • Tabs:
      • Suggested actions: Shows Knowledge Base articles relevant to the current account or consumer if demo data is installed; otherwise, it remains empty.
      • Search: Allows users to search Knowledge Base articles by default. When the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application is installed, it additionally shows matching agentic workflows that can be triggered.
    • Knowledge Base integration: Articles display with a Knowledge badge and can be opened directly for full content review.
    • Agentic workflows:
      • Visible only to users with the snaiaviewer role.
      • Execution enabled for users with snnbaction.nextbestactionuser and required workflow-specific roles.
      • The Trigger Workflow button activates only if the user has the nowassistpaneluser role, a sysgenaiskill record exists for the workflow, and the user holds the necessary roles for that workflow.
      • Selecting Trigger Workflow opens the Now Assist panel and runs the workflow, passing the search term as the initial user prompt along with optional JSON context data if configured.
    • Context data input: Enables passing JSON strings as context to workflows, enhancing their responsiveness and relevance based on user input or specific records (e.g., change requests).
    • Configuration records:
      • Launch agentic workflow guidance: Determines which agentic workflow runs when selected and what context data is passed.
      • Rule mappings and context data can be configured on recommendation rule records or search result mapping records to customize workflow triggers.

    Practical Benefits for ServiceNow Customers

    • Quickly access relevant Knowledge Base articles related to customers or accounts, improving agent efficiency.
    • Use AI-powered agentic workflows seamlessly integrated into the search experience to automate and guide complex tasks.
    • Control access to workflows and content through role-based permissions, ensuring security and compliance.
    • Customize workflows with context data inputs, enabling tailored automation that reflects specific business scenarios.

    The Recommendations panel displays Knowledge Base article suggestions and enables you to search for Knowledge Base articles and trigger agentic workflows.

    The Recommendations panel is available in the contextual side panel on the Telecommunications Customer 360 home page. It contains two tabs:

    • Suggested actions: Knowledge Base articles that are available as part of demo data.
    • Search: Enter a search term to find Knowledge Base articles and, when the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) application is installed, agentic workflows that match the term.

    Suggested actions

    If demo data is installed, the Suggested actions tab displays Knowledge Base articles relevant to the current account or consumer.

    When demo data is not installed, no rule mappings exist and the Suggested actions tab is empty.

    To open the full content of a suggested Knowledge Base article, select Open record on the article.

    Search

    By default, a non-AI recommended action context is installed that supports Knowledge Base article search only. When you enter a search term, the results show matching Knowledge Base articles with a Knowledge badge. Select Open record on a result to view the article.

    Recommendations without ServiceNow Otto for TMT installed

    When the ServiceNow Otto for Telecommunications, Media, and Technology (TMT) is installed, AI recommended action contexts are installed and the default non-AI recommended action contexts are deactivated. When you enter a search term, the results show both Knowledge Base articles and matching agentic workflows with an option to trigger them.
    Note:
    • You can view the agentic workflows only if you have the sn_aia_viewer role.
    • You can execute a workflow only if you have the sn_nb_action.next_best_action_user role and at least one of the roles defined for the specific agentic workflow.

    Recommendations with ServiceNow Otto for TMT installed

    The Trigger Workflow button is enabled only when all of the following conditions are true:

    • You have the now_assist_panel_user role, which lets you open the Now Assist panel.
    • A record exists in the sys_gen_ai_skill table for the agentic workflow. Without this record, the agentic workflow appears in the search results, but the Trigger workflow option is turned off.
    • You have at least one of the roles defined for the specific agentic workflow. The role list is configured on the Workflow Role Masking Configuration related list of the use case record, in an Agent Access Role Configuration with the Limit To Roles action.

    Select Trigger Workflow to open the Now Assist panel and run the workflow. Your search term is passed to the workflow as the initial user prompt.

    If the rule mapping for the workflow includes a context data input, that JSON string is also passed into the workflow as context memory.

    For example, if you search for suggest configuration items for change request CHG0001234 and select Trigger Workflow, the workflow opens in the AI Admin Hub with that full string as the initial prompt. The workflow uses the change request number directly to find relevant configuration items.

    To map the context data input for a workflow, open the recommendation rule record and populate the Context Data guidance input with an optional JSON string. Alternatively, open the search result mapping record and populate the Context Data guidance input. For more information, see Launch agentic workflow guidance.