Example: Recommend an assignment group for a router issue

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Example: Recommend an assignment group for a router issue

    This guide explains how process analysts or business owners can configure a recommended action in ServiceNow to automatically suggest an assignment group for cases involving router issues. The recommendation is based on router model and issue specifics, enabling faster and more accurate case routing to the appropriate support team.

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    Key Features

    • Decision Table: A decision table is configured to take inputs such as router product model and problem type, then outputs the correct assignment group to handle the case.
    • Resource Generator: This uses the decision table to dynamically provide the recommended assignment group as a field value during case handling.
    • Field Recommendation Action: A recommended action is created to suggest the assignment group field value on the case record.
    • Recommendation Rule: A rule is defined to trigger the recommendation for active cases that meet specific conditions, ensuring recommendations are contextually relevant.
    • Practical Example: For a customer experiencing intermittent connectivity issues with a QuantumLink router, the system recommends the right assignment group to resolve the problem quickly, improving customer satisfaction.

    Key Outcomes

    • Automates assignment group recommendations based on product and problem inputs, streamlining case management workflows.
    • Ensures cases are routed to the most appropriate support teams without manual intervention, reducing resolution times.
    • Enhances customer service by enabling faster issue resolution through accurate assignment recommendations.
    • Provides a repeatable configuration approach using decision tables, resource generators, and recommended actions that can be adapted for similar use cases.

    Learn how process analysts or business owners configure a recommended action of type field recommendation to recommend an assignment group for a router issue. This field recommendation uses a resource generator of type decision table that takes the router model and router issue as inputs and provides an assignment group as a result.

    Problem scenario

    QuantumLink Technologies, a newcomer to the networking equipment market, places a strong emphasis on customer satisfaction and resolving customer issues promptly. The business owners are committed to provide excellent customer service so that their business can thrive.

    Alisha, one of the business owners at QuantumLink Technologies, sets up a recommended action that recommends a value for the Assignment group field based on the product model and problem specified by customers.

    Rohit, a customer who recently purchased a QuantumLink router, is facing intermittent connectivity issues with his router. He creates a case on QuantumLink Technologies' customer support portal. John is frustrated by the disruptions in his internet service and is seeking a swift resolution to confirm uninterrupted connectivity for his home and work needs.

    John Jason, the agent assigned to this case is recommended a field value for an assignment group so that this case can be assigned to the appropriate team and the issue can be resolved quickly.

    Configuring a recommended action for recommending an assignment group for a router issue

    Help Alisha configure a recommended action of type field recommendation that recommends an assignment group for a router issue.

    Task Description
    Creating a decision table for recommending assignment groups Configure a decision table that takes product and problem as inputs to provide the assignment group as an output. You can use this decision table in a resource generator.
    Configure a resource generator for providing assignment group as an outcome Configure a resource generator that you can use while configuring a field recommendation to provide the appropriate assignment group for the router issue.
    Create a field recommendation for recommending assignment group field value Create an action of type field recommendation for recommending a field value for the assignment group.
    Create a rule from the Case context record Create a rule to show recommendations for active cases that meet the condition specified in this rule.
    Create a recommendation with the field recommendation as an action type Create a recommendation to surface the recommendation for the assignment group field value on a case record.