---
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


---

# Recommended Actions for Customer Service

# Recommended Actions for Customer Service {#ariaid-title1}

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

Use Recommended Actions for Customer Service to display relevant actions to agents based on the context of a record.
The Recommended Actions for Customer Service application displays recommendations for case records in CSM Configurable Workspace. Agents can take the actions provided by the recommendations to help customers and resolve their
issues. Agents can also use this application to perform an AI search to find relevant resources.

The Recommended Actions for Customer Service application provides predefined guidances and recommendation context records tailored for Customer Service Management. It also provides workspace configurations that automatically
display recommended actions and search results in the contextual side panel.

For more information about recommended actions and AI search results, see [Recommended Actions](https://www.servicenow.com/docs/5Q07qT9BlRgVeQ_1F_G5fg "Use Recommended Actions to display relevant actions to agents based on a context of a record or recommend a value for a field.").

## Context records {#ra-csm-configure__section_mk1_x23_c2c}

The Recommended Actions for Customer Service application provides context records for the Case and Interaction tables. A [context](https://www.servicenow.com/docs/RAk0HG5kcyMSfmpG2s3IbA "A context enables agents to see recommendations for records from a table when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.") enables agents to see recommendations for records from a specific table when certain rules are met.

* [Case Context record](https://www.servicenow.com/docs/p3w1nBJTcqCSPHNtdZtDMg#ra-csm-context-records__section_gvg_wy1_c2c)
* [Interaction Context record](https://www.servicenow.com/docs/p3w1nBJTcqCSPHNtdZtDMg#ra-csm-context-records__section_fff_bfb_c2c)
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## Guidances {#ra-csm-configure__section_wmc_4bb_c2c}

The Recommended Actions for Customer Service application includes custom guidances for the following tables:

* [Knowledge](https://www.servicenow.com/docs/lhhySoNiQSfMsu4hlrWv8g#ra-csm-custom-guidances__section_ir1_cdb_c2c)
* [Case](https://www.servicenow.com/docs/lhhySoNiQSfMsu4hlrWv8g#ra-csm-custom-guidances__section_qpy_tbb_c2c)
* [Incident](https://www.servicenow.com/docs/lhhySoNiQSfMsu4hlrWv8g#ra-csm-custom-guidances__section_ny1_ccb_c2c)
* [Problem](https://www.servicenow.com/docs/lhhySoNiQSfMsu4hlrWv8g#ra-csm-custom-guidances__section_pcg_mcb_c2c)
* [Change Request](https://www.servicenow.com/docs/lhhySoNiQSfMsu4hlrWv8g#ra-csm-custom-guidances__section_klf_vcb_c2c)

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These guidances enable search results from the corresponding search source tables for the Case Context record. Customer service agents can see these results in the Recommended Actions tab in the contextual side panel.

## Plugin {#ra-csm-configure__section_zp1_tw1_c2c}

The Recommended Actions for Customer Service application (app-cs-recommended action) is available from the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home).

This application has a dependency on the Recommended Actions application.

## Request apps from the ServiceNow Store {#ra-csm-configure__section_x11_k2d_r4b}

Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).