---
sourceDocument: Yokohama Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a guidance action for the Initiate transaction tracking guidance

# Create a guidance action for the Initiate transaction tracking guidance {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Configure the actions that agents can take to initiate a transaction tracking.

## Before you begin

Role required: sn_gd_guidance.guidance_manager

## Procedure

1. Navigate to AllGuided DecisionsGuidances.
2. Select the Initiate transaction tracking guidance from the Guidances list.
3. In the Guidance Actions form section, select New.
4. On the Guidance Action form, fill in the fields.  
   {#create-guidance-action-ga-use-case__table_fsp_ybn_25b__entry__3}

   | Field | Description | Value |
   |:-|:-|:-|
   | Guidance | The guidance that this action is associated with. This field is read only. | Initiate transaction tracking |
   | Action label | A name for this guidance action. | Initiate |
   | Call to Action Label | The label for the action button that appears on the recommendation card in the contextual side panel. For example, Review and attach article or Propose Solution. | Initiate |
   | Action Behavior | The selected behavior for the guidance action: * Single click: The action is initiated and completed with one click and the card moves to the History tab in the side panel. Useful for simple actions such as escalating a case. * Open in Contextual Side Panel: The action opens in a detailed view within the side panel. The agent can review the details in the side panel, such as reviewing the content of a knowledge base article. * Open in Sub Tab: The action opens in a separate tab. {#create-guidance-action-ga-use-case__ul_m1y_gcn_25b} You can configure the preview experience for all the action behavior types and configure the detail view for the actions that open in the subtab or contextual side panel. For more information, see [Configure guidance detail experience](https://www.servicenow.com/docs/XnvMSw6O3Dbxe7F5kuVUsw "Configure a guidance title and description that are displayed to users in recommended actions or playbooks."). Note: Actions that open in the contextual side panel or in the subtab don't move to the in-progress state. The action moves to the in-progress or completed state only when the agent selects the action button in the detail view. | Single click |
   | Primary | Denotes the guidance action as a primary action. This field is enabled by default. A primary action highlights the action that the agent should take and makes that action available as a button on the recommendation card. Note: A guidance can have only one primary guidance action. If this field is not selected, the guidance action is a secondary action available through the more actions menu on the recommendation card. | Select the field |
   | Application | The application that this guidance action is associated with. This field is read only. | Global |
   | Guidance Action Automation | The flow associated with this guidance action. | Initiate transaction tracking subflow |
   | Order | The order of the action. | 100 |
   | Completion Message | The message that appears at the top of the recommendation card when the guidance action is complete. | The transaction tracking is initiated. |
   [ ]

   {#create-guidance-action-ga-use-case__table_fsp_ybn_25b}
5. Right-click the form header and select Save.  
   Depending on the selected flow in the Guidance Action Automation field, the flow inputs and outputs are shown.
6. Configure the flow inputs and guidance outputs.  
   * In the Automation Flow Inputs tab, select the Pill-picker icon (![Pill-picker icon]()) next to the field and select the flow input from the list.
   * In the Guidance Outputs tab, select the Pill-picker icon (![Pill-picker icon]()) next to the field and select the flow output from the list.
   {#create-guidance-action-ga-use-case__ul_bzw_cqh_gvb}
7. Select Submit.
{#create-guidance-action-ga-use-case__steps_ihl_1bf_ztb}

*[\>]: and then