Creating guidance and field recommendation in Recommended Actions

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Creating Guidance and Field Recommendation in Recommended Actions

    This guidance provides instructions for ServiceNow customers on how to create and configure guidances and field recommendations for the Recommended Actions feature in the Xanadu release. It allows agents to receive actionable insights that enhance their workflow efficiency.

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    Key Features

    • Guidance Configuration: Users can set up various aspects of guidance, including inputs (variables needed for execution) and outputs (results of the guidance).
    • Preview and Detail Experiences: Customize how guidance appears to agents, including a brief hint and a detailed message accessible in the contextual side panel or sub tab.
    • Primary Call to Action: Define a primary action and optional secondary actions for each guidance, facilitating streamlined decision-making for agents.
    • Behavior of Guidance: Configure how actions are executed when agents interact with guidance, including options such as single-click execution or opening in a contextual side panel or sub tab.
    • Field Recommendations: Suggest values for fields in record forms, which involves selecting inputs and creating usage instructions.

    Key Outcomes

    By implementing these configurations, ServiceNow customers can enhance agent productivity through tailored recommendations, streamline case handling processes, and improve overall decision-making efficiency in their operations.

    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 needs to 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 sub tab.
    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 clicks 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 sub tab 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 suggest 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.