Recommendations panel

  • Release version: Australia
  • Updated May 28, 2026
  • 2 minutes to read
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    Summary of Recommendations panel

    The Recommendations panel in ServiceNow's Telecommunications Customer 360 home page offers Knowledge Base article suggestions and enables searching for articles and agentic workflows. It enhances user productivity by providing relevant information and automating actions directly from the contextual side panel.

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    Key Features

    • Suggested actions tab: Displays Knowledge Base articles relevant to the current account or consumer when demo data is installed. Without demo data, this tab remains empty.
    • Search tab: Allows users to search for Knowledge Base articles. When the Now Assist for Telecommunications, Media and Technology (TMT) application is installed, the search also includes matching agentic workflows that can be triggered from the panel.
    • Agentic workflows: Available in search results only if the user has the snaiaviewer role to view and snnbaction.nextbestactionuser plus workflow-specific roles to execute workflows.
    • Trigger Workflow button: Enabled when the user has the nowassistpaneluser role, a corresponding record exists in the sysgenaiskill table for the workflow, and the user holds one of the workflow’s defined roles. This launches the workflow in the Now Assist panel with the search term passed as the initial prompt.

    Practical Use for ServiceNow Customers

    ServiceNow customers using Telecommunications Customer 360 can leverage the Recommendations panel to quickly access relevant Knowledge Base articles and automate complex or repetitive tasks through agentic workflows. Installing the Now Assist for TMT application unlocks enhanced AI-powered workflow triggers, streamlining service delivery and improving efficiency.

    Proper role assignments ensure secure access and execution of workflows. The integration of search terms as initial prompts to workflows allows for context-aware automation, such as retrieving configuration items for specific change requests.

    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 Now Assist 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 Generative AI Controller installed

    When the Now Assist 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 Generative AI Controller 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.

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