Get Guidance based recommendations

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Get actionable real-time recommendations in the side panel to help address customer issues and resolve incidents quickly.

    Before you begin

    Important:
    Users who have itil or sn_incident_write in the ITSM base system, can see and use the recommendations. These roles (itil and sn_incident_write) also include the following two roles:
      • sn_nb_action.next_best_action_user: To view the recommendation.
      • sn_gd_guidance.guidance_user: To use the recommendation

    Role required: itil, admin, sn_incident_write

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > Service Operations Workspace..
    2. Open an incident record that you want to work on.
    3. Select the Recommended Actions icon(recommended actions icon) in the contextual side panel.
      Depending on the entered short description or description, recommendations appear.

      Guidance based recommendations

    4. Review the Recommended Actions cards and do one of the following:
      • To accept a recommendation, select the action button on the card.
      • To remove a recommendation from the contextual side panel, select Dismiss on the card.