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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Guidances for Customer Service

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

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Guidances in Recommended Actions for Customer Service

The Recommended Actions for Customer Service application provides agents with actionable guidances displayed as cards in the contextual side panel within a workspace.
These guidances help agents efficiently resolve customer service tasks such as cases by presenting relevant information and actions linked to various related records.
Show full answer Show less  
Guidances are available for these key tables: Knowledge, Case, Incident, Problem, and Change Request. Each guidance type offers tailored actions designed to streamline case resolution and enhance agent productivity.

## Key Features

* **Knowledge Guidance:** Displays Knowledge article search results with an *Attach and share article* action, enabling agents to easily reference and share relevant knowledge while working on a case.
* **Case Guidance:** Provides dynamic actions based on the state of recommended cases, including:
  * *Link as parent case* --- links a major or non-major case as the parent.
  * *Link as child case* --- links a non-major case as child to a major case.
  * *Copy resolution* --- copies resolution code and notes from a closed or resolved case.
  The preview card shows key case details such as title, number, state, priority, and description alongside these actions.
* **Incident Guidance:** Allows agents to link incidents to the current case via the *Link incident* action, which updates the case record, adds work notes, and provides success/failure messaging. Preview cards include incident title, number, state, priority, and description.
* **Problem Guidance:** Enables linking of problems to the current case with the *Link problem* action, updating the case record and work notes with confirmation messages. Preview cards show problem title, number, state, related incidents count, and description.
* **Change Request Guidance:** Supports linking change requests to the case using the *Link change request* action. It updates case fields, logs work notes, and confirms success or failure. Preview cards display change request title, number, state, risk level, type, and description.

## Practical Benefits for ServiceNow Customers

* Improves agent efficiency by providing context-specific recommended actions directly within their workspace.
* Facilitates faster case resolution by enabling quick linking and referencing of related records such as knowledge articles, incidents, problems, and change requests.
* Enhances case management accuracy through dynamic actions that respect the state and type of records involved.
* Provides transparency and traceability via automatic work note entries and clear success/failure messaging when linking records.  
A guidance is an action that an agent can take or information that an agent can share as they work to resolve tasks, such as customer service cases. Guidances appear as cards in the contextual side panel in a
workspace.
The Recommended Actions for Customer Service application includes custom guidances for the following tables:

* Knowledge
* Case
* Incident
* Problem
* Change Request

{#ra-csm-custom-guidances__ul_xcc_pbb_c2c}

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.

## Knowledge guidance {#ra-csm-custom-guidances__section_ir1_cdb_c2c}

The Case Context record includes a search result mapping record for the Knowledge table that maps search results to the [Attach and share article](https://www.servicenow.com/docs/ftZvTe3vkYBFdJqitD_t7g "The Attach and share article guidance recommends relevant knowledge articles to customer service agents and enables them to share the selected articles in comments, work notes, or email.") guidance. When an agent is viewing a case record, preview cards for Knowledge search results in the Recommended Actions tab include the
Attach and share article action.

## Case guidance {#ra-csm-custom-guidances__section_qpy_tbb_c2c}

The Case Context record includes a search result mapping record for the Case table. This record maps search results from the Case table to the Case resolution guidance.  
The Case resolution guidance is configured with dynamic actions that are determined by the state of the case returned by the search. These actions include:

* Link as parent case: This action links the recommended case as a parent to the current case. (The current case is a non-major case and the recommended case is major/non-major).
* Link as child case: This action links the recommended case as a child to the current case. (The current case is a major case and the recommended case is a non-major case.)
* Copy resolution: This action copies the resolution code and resolution notes from the recommended case to the current case. This action is available when the recommended case is in the Closed or Resolved state.

{#ra-csm-custom-guidances__ul_tws_vbb_c2c}  
Note:  
If the current case and the recommended case are both major cases, no action is included on the preview card.

The preview card for the case resolution guidance includes the case title and number, the current state and priority, the case description, and the dynamic action.

## Interaction guidance {#ra-csm-custom-guidances__section_ny1_ccb_c2c}

The Case Context record includes a search result mapping record for the Incident table. This record maps search results from the Incident table to the Link incident to current case guidance.  
Agents can link the recommended incident by selecting the Link incident action on the preview card in the Recommended Actions tab. This action does the following:

* Updates the Incident field on the case record with the incident number.
* Adds an entry to the work notes.
* Displays a message when the incident is successfully linked. A message is also displayed if the linking fails.
{#ra-csm-custom-guidances__ul_q1r_jcb_c2c}

The preview card for the Link incident to current case guidance includes the incident title and number, the current state and priority, and a brief description of the incident.

## Problem guidance {#ra-csm-custom-guidances__section_pcg_mcb_c2c}

The Case Context record includes a search result mapping record for the Problem table. This record maps search results from the Problem table to the Link problem to current case guidance.

Agents can link the recommended problem by selecting the Link problem action on the preview card in the Recommended Actions tab. This action does the following:

* Updates the Problem field on the case record with the problem number.
* Adds an entry to the work notes.
* Displays a message when the problem is successfully linked. A message is also displayed if the linking fails.

{#ra-csm-custom-guidances__ul_zcq_ncb_c2c}

The preview card for the Link problem to current case guidance includes the problem title and number, the current state, the number of related incidents, and a brief description of the problem.

## Change request guidance {#ra-csm-custom-guidances__section_klf_vcb_c2c}

The Case Context record includes a search result mapping record for the Change Request table. This record maps search results from the Change Request table to the Link change request to current case
action.

Agents can link the recommended change request by selecting the Link change request action on the preview card in the Recommended Actions tab. This action does the following:

* Updates the Change Request field on the case record with the change request number.
* Adds an entry to the work notes.
* Displays a message when the change request is successfully linked. A message is also displayed if the linking fails.

{#ra-csm-custom-guidances__ul_iw4_vcb_c2c}

The preview card for the Link change request to current case guidance includes the change request title and number, the current state, the risk level and type of change, and a brief description of the
change request.