---
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 recommendation with guidance as an action type

# Create a recommendation with guidance as an action type {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Create a recommendation to select the Guidance as an action type for linking a major case to the current case record.

## Before you begin

Role required: sn_nb_action.next_best_action_author, admin

## Procedure

1. Navigate to AllRecommended ActionsContexts.
2. Select Case context.
3. In the Rules related list, select Active rule.
4. In the Recommendations related list, select New.
5. From the New Recommendation screen, select A specific action to take or information to review.  
   A new Recommendation form is displayed with the Rule, Context, and Action type fields auto populated.
6. In the Name field, enter <kbd class="ph userinput">Link major case to current case</kbd>.
7. In the Action field, select an action.
   1. In the Action field, select the lookup icon.  
      In the resulting pop-up window, the Table name field is auto-populated with the table that stores the available actions for the selected action type.
   2. In the Document field, select the Link similar major case guidance.
   3. Select OK.
   {#ex-create-recommendation-guidance__substeps_wj3_lnx_f5b}
8. In the Resource generator field, select the Similar major case resource generator.
9. Save the record to display the Action inputs form section.
10. Define the action inputs.
    1. Select the pill picker next to the field.
    2. In the Assignment group field, select Resource generatorAssignment group: Group.
    {#ex-create-recommendation-guidance__substeps_l13_c4n_4zb}
11. In the Action Inputs related list, fill in the fields.  
    {#ex-create-recommendation-guidance__table_alk_xlr_pzb__entry__2}

    | Input | Action |
    |-|-|
    | Current case | 1. Select the pill picker next to the field. 2. Select Context: case. {#ex-create-recommendation-guidance__ol_avm_1mr_pzb} |
    | Major case | 1. Select the pill picker next to the field. 2. Select Resource generatorHighest confidence record: case. {#ex-create-recommendation-guidance__ol_os5_dqr_pzb} |
    [ ]

    {#ex-create-recommendation-guidance__table_alk_xlr_pzb}
12. Select Update.
{#ex-create-recommendation-guidance__steps_ihl_1bf_ztb}

*[\>]: and then