Configuring Recommended Actions guidances

  • Release version: Xanadu
  • Updated December 3, 2024
  • 4 minutes to read
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    Summary of Configuring Recommended Actions guidances

    Configuring Recommended Actions allows you to manage how suggested actions, or guidances, are displayed to agents in the Customer Service Management (CSM) Configurable Workspace. These guidances aid agents in resolving tasks effectively by providing context-specific recommendations.

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    Key Features

    • Guidance Creation: Guidances are created using the Recommended Actions application and can be displayed in both preview (card view) and detail (full article view) formats.
    • Recommended Actions Component: This component can be added to record pages in UI Builder, showing agents a list of recommended actions based on the current record context.
    • Configuration Properties: The Recommended Actions component allows for customization of how guidances are shown and their order of priority, including options for modal and modeless dialog experiences.
    • Action Settings: Each guidance can be configured with specific properties such as visibility, order in the preview and detail views, and action support.

    Key Outcomes

    By effectively configuring Recommended Actions, ServiceNow customers can enhance agent efficiency by:

    • Displaying relevant actions tailored to the context of the task.
    • Organizing actions hierarchically to prioritize the most critical actions for agents.
    • Controlling the visibility of actions to streamline the agent's workflow.
    • Triggering specific events for actions to improve interaction with knowledge articles.

    This configuration ultimately leads to a more intuitive user experience, allowing agents to resolve customer issues more swiftly and effectively.

    After creating guidances with the Recommended Actions application, you can configure the Recommended Actions component in UI Builder to determine how those guidances are displayed in CSM Configurable Workspace.

    Guidance overview

    A guidance is a suggested action that an agent can take as they work to resolve tasks, such as customer service cases. Guidances are created with the Recommended Actions application. For more information, see Create a guidance in Recommended Actions.

    After creating a guidance, you can configure a preview experience (card view) and a detail view (full article view). These experiences determine how a guidance is displayed in the Recommended Actions tab of the contextual side panel in CSM Configurable Workspace. For more information, see the following topics:

    Recommended Actions component configuration

    Recommended Actions is a component that you can add to a record page in UI Builder. This component displays a list of recommended actions to an agent, based on the context of the current record.

    You can use the Recommended Actions component properties to configure additional guidance settings. For more information about configuring the Recommended Actions component, including the properties and events, in the Next Experience Components documentation.

    Recommended action specific configuration property

    The Recommended Actions component includes the Recommended action specific configuration property, which stores additional Recommended Actions properties. You can use this property to define the UI behaviors of different actions on a record page such as:
    • Selecting the guidances or decision trees to show or hide in the Recommended Actions tab.
    • Selecting the order of the actions to determine the primary action (displayed as a button on the guidance card) and secondary actions (displayed on the overflow menu).
    • Selecting which type of experience to uptake on a record page: modal or modeless dialog. For more information, see Modal and modeless dialog experiences.

    The Recommended action specific configuration property is available in the Configure tab of the Recommended Actions component. Point to the property and select Edit to display the property details in a modal. This property includes expandable sections for each guidance, which are identified by the sys ID of the guidance or decision tree record. Within these sections are settings for each action associated with the guidance or decision tree.

    Figure 1. Recommended action specific configuration property
    The recommended action specific configuration property includes sections for each guidance and settings that are specific to the actions in each guidance.
    The property displays the following fields for each guidance.
    Field Description
    actionSysId The sys id of the guidance or decision tree.
    actionType The type of action, either guidance or decision tree.
    actionName The name of the action, either guidance or decision tree. For example, attachAndShareArticle.
    configurations The JSON object includes action specific properties.

    For each of the actions associated with a guidance or decision tree, such as Attach and add link in comment, the property includes some or all of the following fields.

    Field Description
    isSupported
    • True: Recommended Actions emits an event when an agent selects the action.
    • False: Recommended Actions opens a modal for the respective actions.
    isSupported
    • True: The button for this action is visible on the guidance card.
    • False: The button for this action is hidden on the guidance card.
    orderInPreview The order in which the action appears in the preview experience (card view) in the contextual side panel.

    Each card contains a primary action, which appears as a button on the card. The guidance action with the lowest orderInPreview value is the primary action.

    Guidance actions with higher orderInPreview values are available as secondary actions and appear in the More actions menu in the upper right corner of the card.

    These values also determine the order in which actions appear in the More actions menu. Actions with lower values appear in the menu above actions with higher values.
    orderInDetail The order in which the action appears in the detail experience (full article view) in the contextual side panel.

    The full article view includes a primary action, which appears at the bottom of the side panel. The guidance action with the lowest orderInDetail value is the primary action.

    Guidance actions with higher orderInDetail values are available as secondary actions and appear in the More actions menu next to the primary action.

    These values also determine the order in which actions appear in the More actions menu. Actions with lower values appear in the menu above actions with higher values.
    visibleInPreview Determines the visibility of the action in the preview guidance experience (card view).
    • True: The action is shown.
    • False: The action is not shown.
    visibleInDetail Determines the visibility in of the action in the detail guidance experience (full article view).
    • True: The action is shown.
    • False: The action is not shown.
    The Recommended action specific configuration property includes a default set of values that provide the user with the modal experience and the following actions:
    • Attach and add link in comment
    • Add link in work note

    Trigger attach and share article guidance action event

    Selecting an action triggers certain events, which are read by the record page. Events are available in the Events tab of the Recommended Actions component.

    The Trigger attach and share article guidance action event launches the modal experience or modeless dialog experience for attaching and sharing a knowledge article in email, work notes, or comments.

    Payload:
    • articleSysId: The ID of the knowledge article.
    • articleTitle: The title of the knowledge article.