Creating guidance and field recommendation in Recommended Actions

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Creating guidance and field recommendation in Recommended Actions

    This content explains how ServiceNow customers can create and configure guidances and field recommendations within the Recommended Actions feature (Yokohama release). It enables agents to receive actionable suggestions directly in their workflow to improve case handling efficiency and accuracy.

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    Configuring Guidances

    When creating a guidance, you define several key aspects:

    • Inputs and Outputs: Specify the variables or information required to perform the guidance (inputs) and the results produced (outputs).
    • Preview Experience: Configure the recommendation card shown to agents, which can include a hint, a detailed preview message, and action buttons.
    • Detail Experience: Define the detailed message displayed when guidances open in the contextual side panel or a subtab.
    • Primary Call to Action: Set one main action (plus optional secondary actions) that agents can execute from the guidance card.
    • Behavior on Action Execution: Choose how the system handles the primary action after the agent clicks it:
      • Single Click: Completes the action immediately and archives the card (ideal for simple actions like case escalation).
      • Open in Contextual Side Panel: Expands additional info in the Recommended Actions panel (useful for reviewing content before attaching).
      • Open in Subtab: Opens a subtab for actions requiring further input or form completion.

    Both the preview and detail experiences can be customized using UI Builder, allowing you to tailor hints, icons, messages, and drill-down actions to your agents’ needs.

    Configuring Field Recommendations

    Field recommendations suggest appropriate values for fields in record forms. Creating these involves:

    • Selecting the input variables that influence the recommendation.
    • Creating clear instructions on how these inputs should be used to generate the recommended field values.

    This functionality helps agents by proactively suggesting field values, reducing errors and speeding up data entry.

    Create guidances and field recommendations that you can use to configure recommended actions.

    Configuring guidances

    When you create a guidance, you configure several different aspects of that guidance:
    Table 1. Guidance configuration steps
    Feature Description
    Configure inputs and outputs for a guidance.
    • Inputs: The variables or information that the system must perform the guidance.
    • Outputs: the result of the guidance.
    Configure a preview experience for a guidance. A preview on the card that is displayed to the agent can include:
    • A hint that briefly tells the agent what the guidance is about
    • A preview message that describes the guidance in more detail
    • The action that the agent can take
    Configure a detail experience for a guidance. A detailed message that is displayed for guidances that open in the contextual side panel or in a subtab.
    Configure a primary call to action for a guidance.

    A guidance can have multiple actions, with one identified as the primary action and optional secondary actions.
    Configure the behavior of a guidance. Determines how the system executes a primary action after the agent selects the action button on the card.
    • Single click: Initiates and completes the action and moves the card to the History tab in the Recommended Actions panel. This behavior is useful for simple actions such as escalating a case.
    • Open in the contextual side panel: Expands the action and displays information about that action in the Recommended Actions panel. This behavior is useful for actions such as reviewing the content in an article before attaching it to a case.
    • Open in a sub tab: Opens the action in a subtab under the case tab. This behavior is useful for guidances that require the agent to select and submit additional information, such as filling out the fields on a form.
    Customize the preview experience and the detail experience of a guidance Options to customize the following items in the UI Builder:
    • Preview experience: The preview of the recommendation card includes a hint, an icon, a message, and an action button. The preview of the card shows up in the contextual side panel.
    • Detail experience: The detail experience of the guidance includes the drill down actions. It opens in the contextual side panel or in a subtab.

    Configuring field recommendations

    Field recommendation suggests a value for a field in the record form. Creating a field recommendation involves two main steps:
    • Selecting the inputs for the recommendation.
    • Creating the instructions about how to use those inputs.