---
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 for linking the similar major case to the current case

# Create a guidance for linking the similar major case to the current case {#ariaid-title1}

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

Create a guidance for linking the similar major case to the current case by configuring guidance inputs, preview experience, and guidance action.

## Before you begin

Role required: sn_nb_action.next_best_action_author, admin

## Procedure

1. Navigate to AllRecommended ActionsAction TypesGuidances.
2. Select New in the Guidances list.
3. In the Name field, enter <kbd class="ph userinput">Link similar major case</kbd>.
4. In the Description field, enter <kbd class="ph userinput">This guidance recommends to link the identified similar major case to the current case.</kbd>.
5. Create the following inputs for the guidance.  
   Inputs are the variables or information that the system needs to perform the guidance. You can use inputs in multiple places such as the guidance preview experience and the guidance actions.
   1. In the Guidance Input tab, select New.
   2. In the Label field, enter <kbd class="ph userinput">Current case</kbd>.
   3. In the Type field, select Reference.
   4. In the Reference Specification related list, in the Reference field, select the Case table.
   5. Select Submit.
   6. In the Guidance Input tab, select New again.
   7. In the Label field, enter <kbd class="ph userinput">Major case</kbd>.
   8. In the Type field, select Reference.
   9. In the Reference Specification related list, in the Reference field, select the Case table.
   10. Select Submit.
   {#ra-ex-guidance-link-major-case__substeps_akt_sr5_g5b}
6. Configure the preview experience.
   1. In the Preview Title field, enter <kbd class="ph userinput">Link to this major case</kbd>.
   2. In the Fields to display, select the parent case input.
   3. In the Message field, enter <kbd class="ph userinput">This is the similar Major case predicted that you can link to the current case.</kbd>
   {#ra-ex-guidance-link-major-case__substeps_dmq_hjr_pzb}
7. Save the guidance record to display the Guidance Actions related list.
8. Configure a guidance action.
   1. In the Guidance Actions form section, select New.
   2. In the Action Label field, enter <kbd class="ph userinput">Link major case</kbd>.
   3. In the Call to Action Label field, enter <kbd class="ph userinput">Link major case</kbd>.
   4. In the Action Behaviour field, select Single-click.
   5. In the Guidance Action Automation field, select the Link major case subflow.
   6. In the Completion Message field, enter <kbd class="ph userinput">The suggested major case is linked!</kbd>
   7. Save the record to display the flow inputs.
   8. In the Automation Flow Inputs related list, fill in the fields.  
      {#ra-ex-guidance-link-major-case__table_alk_xlr_pzb__entry__2}

      | Input | Action |
      |-|-|
      | current case | 1. Select the pill picker next to the field. 2. Select Guidance inputsCurrent case. {#ra-ex-guidance-link-major-case__ol_avm_1mr_pzb} |
      | major case | 1. Select the pill picker next to the field. 2. Select Guidance inputsMajor case. {#ra-ex-guidance-link-major-case__ol_os5_dqr_pzb} |
      [ ]

      {#ra-ex-guidance-link-major-case__table_alk_xlr_pzb}
   {#ra-ex-guidance-link-major-case__substeps_r4j_mkr_pzb}
{#ra-ex-guidance-link-major-case__steps_ihl_1bf_ztb}

*[\>]: and then