Rules in Recommended Actions

Release version: Zurich

Updated July 31, 2025

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Summary of Rules in Recommended Actions

Rules in the Recommended Actions application define conditions in a specific context to provide actionable recommendations to agents with selected user roles. These rules help agents by suggesting helpful actions on records that meet the defined conditions, improving their efficiency and decision-making. Rules are created within a context, such as a case, and can include multiple recommendations.

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Key Features

User Role Selection: Assign which agent roles can view the recommendations associated with a rule.
Condition Definition: Specify conditions based on context records and inputs to trigger recommendations.
Multiple Recommendations: Support for adding various types of recommendations, such as predicting field values or suggesting knowledge articles.
Context Inheritance: Rules can be applied to tables extended from the parent context table by enabling the “Apply to tables extended from the context table” option, allowing inherited rules and recommendations to propagate.
Rule Activation and Ordering: Rules can be activated or deactivated and ordered to control their application sequence.

Practical Use and Configuration

When creating a rule, you provide essential details such as the rule name, associated context, user roles, description, conditions, and fields that affect the rule’s recommendations. Monitoring specific fields allows the system to generate recommendations dynamically, especially for unsaved records. The rule form displays all this information and provides access to the linked recommendations after saving.

Rules are created and managed from the Recommended Actions > Rules interface and must be created within a context. The ability to apply rules to extended tables ensures scalability and reuse across related data models.

Key Outcomes

Agents receive context-relevant, role-specific recommendations that guide them in handling records efficiently.
Rules improve operational consistency by automating helpful suggestions such as field predictions and knowledge article attachments.
Inheritance of rules across extended tables simplifies management and ensures consistent recommendations across related records.

A rule is a set of conditions that applies to a context. A rule shows recommendations to agents with certain roles for records that meet certain conditions.

Creating a rule includes the following steps:

Selecting the user roles that can see the recommendations associated with the rule.
Defining the conditions that apply to the context records and context inputs.
Creating recommendations for the rule. A recommendation is a way to suggest a helpful action to an agent. A rule can have multiple recommendations.

The Recommended Actions application includes one context record, case context, that you can use to create recommendations for cases. For example, following are some guidance recommendations:

Case field level recommendations: This rule includes one recommendation to predict a value for the Assignment group field on the Case form.
Case side panel recommendations: This rule includes recommendations to view and attach a knowledge article to a case and to attach and add a link to a knowledge article in a comment, work note, or email.

Apply rules to tables extended from the context table

The rule created in the parent context are inherited by the extended context when you select the Apply to tables extended from the context table check box in a rule. The rules inherited from the parent context appear in the Inherited Rules related list of the extended context. Therefore, the recommendations of these rules are passed on to the extended context. Along with the recommendations of the context table, the recommendations of the active rules from the parent context are inherited by the extended context.

Rule form

The Rule form provides information about the rule, including a description, the selected user roles, and conditions that apply to the table in the associated context.

When you create a rule, provide this information and save the record. After saving, you can see the Recommendations related list.

You can access the rule records by navigating to All > Recommended Actions > Rules. New rules can only be created from within a context. For more information, see Create a rule.

Table 1. Rule form fields
Field	Description
Name	The name of the rule.
Context	The context that this rule is associated with. This field is auto-populated from the Context form.
Roles	The user roles that can see recommendations for this rule.
Description	A brief description of the rule.
Advanced Condition	The conditions that apply to the records from the context table. If a context input is available for the context, you can build conditions on it along with the context table.
Fields affecting this rule	Fields from the context table that need to be monitored. Changes to these fields generate recommended actions of the type field recommendation for unsaved records.
Active	When enabled, the rule is active.
Apply to tables extended from the context table	When enabled, the rule is applied to tables that are extended from the context table.
Order	Determines the order in which the rule is applied.