Contexts in Recommended Actions for Customer Service

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Contexts in Recommended Actions for Customer Service

    The Recommended Actions for Customer Service application enhances agent productivity by providing contextual recommendations for records in the Case and Interaction tables. These recommendations suggest relevant actions based on predefined rules and the specific record context, helping agents to resolve issues more efficiently.

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    Key Features

    • Case Context Record: Applies to the Case table and includes rules, recommendations, and search result mappings. It links several tables like Knowledge, Case, Incident, Problem, and Change Request to specific guidance actions, while other tables default to general guidance for search results.
    • Interaction Context Record: Designed for chat interactions, it uses the short description of the interaction record to search and display relevant knowledge articles automatically in the contextual side panel’s Search tab. It includes mappings to display knowledge results with the Share KB in chat guidance and other tables with default guidance.
    • Context Activation: Administrators can enable or disable context records such as the CSM Interaction context to control when recommendations appear during chat interactions. The system provides alerts to prevent conflicts if multiple contexts for the same table are activated.
    • Fix Script: Automatically deactivates duplicate context records linked to the same table to avoid conflicts, ensuring only one active context per table.
    • Conflict Management and Alerts: If multiple contexts are active for a single table, the system prompts admins to specify the correct contextSysID property on the Recommended Actions component across record pages, accompanied by informative messages and logged events.

    Practical Implications for ServiceNow Customers

    By leveraging these context records, ServiceNow customers can provide agents with precise, actionable recommendations tailored to the specific case or interaction they are handling. This targeted guidance reduces resolution times and improves customer service outcomes. Additionally, the built-in management of context activation and conflict resolution ensures smooth operation without manual errors or redundant recommendations. Customers should enable and configure context records thoughtfully, adhering to system alerts and specifying the correct context identifiers to maximize recommendation accuracy and relevance.

    A context enables agents to see recommendations for records from a table when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.

    The Recommended Actions for Customer Service application provides context records for the Case and Interaction tables.

    Case Context record

    The Recommended Actions for Customer Service application provides the Case Context record for the Case table.

    Context records include rules and recommendations. The Case Context record also includes search result mapping records for the search source tables. The following tables are mapped to specific guidance actions:
    • Knowledge
    • Case
    • Incident
    • Problem
    • Change Request
    The remaining tables are mapped to the Default guidance for search results guidance action.

    Interaction Context record

    The Recommended Actions for Customer Service application includes a context record and search mapping record that automatically displays search results from the Knowledge table for chat interaction records.

    The Interaction Context record enables search based on the short description of the interaction record and displays relevant articles. The search mapping record maps knowledge results to the Share KB in chat interactions guidance. During chat interactions, the system accurately displays knowledge results in the Search tab in the contextual side panel.

    The Recommended Actions for Customer Service application also includes a search mapping record that maps all search source tables, with the exception of the Knowledge table, to the Default guidance for search results guidance action. During chat interactions, the system accurately displays results for the search source tables in the Search tab.

    Follow these steps to enable recommendations in the contextual side panel for chat interactions:

    1. Navigate to All > Recommended Actions > Contexts > CSM Interaction context.
    2. Enable the Active check box.
    3. Select Update.

    Fix script

    The Recommended Actions for Customer Service application includes a fix script that checks for existing context records associated with the same table as the Interaction Context record.
    • If one or more records for the same table are found, the Interaction Context record is deactivated.
    • If no existing context records for the same table are found, the Interaction Context record remains active.

    This avoids duplicate or conflicting context records.

    Activating or deactivating context records

    When activating or deactivating context records, the system displays alert messages so that contexts can be managed effectively without causing conflicts.

    If multiple contexts are activated for the same table, the system alerts the admin to specify the correct contextSysID property in the Recommended Actions component on record pages for the referenced table.

    If an admin activates multiple contexts for the same table, the system displays a message advising the admin to specify the correct contextSysID property on the Recommended Actions component for all record pages that reference this table.

    The message includes information about how to configure the contextSysID property on the Recommended Actions component and what happens if the correct context is not specified.

    The system logs all context activation and deactivation events along with the displayed alerts.