View and execute recommended actions for an engagement

---
title: View and execute recommended actions for an engagement
description: Open the Recommendations panel from an engagement record to review AI-generated success play suggestions and execute or dismiss a recommended play without leaving the engagement context.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/acct-lifecycle-events/account-lifecycle-360-view-reco-actions.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [recommended actions, success play, Engagement records, contextual side panel]
breadcrumb: [Engagement home page, Manage engagements, Customer success, Use, Customer Success Management]
---

# View and execute recommended actions for an engagement

Open the **Recommendations** panel from an engagement record to review AI-generated success play suggestions and execute or dismiss a recommended play without leaving the engagement context.

## Before you begin

-   Role required: `sn_acct_lc.customer_success_agent`
-   The following plugins must be installed:
    -   Technology Account Management Experiences \(sn\_tech\_exp\)
    -   ServiceNow Otto for Telecommunications, Media, and Technology \(TMT\) \(sn\_tmt\_gen\_ai\)
-   The Event-Context Candidate Recommender skill must be activated. See  for details.

## About this task

The Recommendations panel appears in the contextual side panel of an engagement record. Recommendations are specific to the account associated with the engagement. They are generated by matching the account's current context against the definitions specified in the Customer Success Definitions table. See [Create a customer success definition record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-create-ale-defn.md) for details. You do not need to leave the engagement to review or act on a recommendation.

## Procedure

1.  Navigate to **All** > **Workspaces** > **CRM Workspace**.

2.  Select the **List** menu.

3.  Navigate to **Customer Success** > **All Engagements** and open an engagement record.

4.  In the contextual side panel on the right side of the page, select the **Recommendations** icon.

5.  The Recommendations panel opens on the **Suggested actions** tab.

    The suggested actions are based on the success play definitions specified in the Customer success definition table. See [Create a customer success definition record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-create-ale-defn.md) for details. These definitions correspond to subflows such as Scheduled a Follow-up, Get to Green, and Initiate a New Boarding Journey. The recommendation engine evaluates the account's current context against each definition to determine which actions to suggest.

    **Note:** The actions available to you depend on your assigned role and how the underlying subflows are configured.

6.  Review the list of recommended plays.

    Each recommendation displays the play name, a reason the play was suggested, and available actions. If no matching definitions have been found, a **No active recommendations** message is displayed.

7.  On the success play card, select one of the following actions.

    |Option|Action|
    |------|------|
    |**__Execute__**|Launches the subflow inputs for the associated customer success definition. After execution, the play is marked as executed across Account 360, Engagement records, and Executive Portfolio for this account. It does not reappear in the recommendations panel.|
    |**__Dismiss__**|Removes the recommendation from the panel without executing the play.|


## What to do next

Recommendations for an account are cached after the first load. You don't need to refresh unless the account's context has changed significantly. Consider refreshing when:

-   A significant change has occurred in the account, such as a new escalation, a health score change, or a completed milestone. You want recommendations that reflect the updated state.
-   The Recommendations panel shows **No active recommendations** and you believe relevant plays exist for this account.
-   You want to clear stale recommendations before a customer engagement.

To request fresh recommendations, select **Refresh** on the account overview to update the account insights.

**Parent Topic:**[Engagement home page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-view-engage.md)

**Related topics**  


[Configuring Recommended Actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/nba.md)

[Engagement home page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/acct-lifecycle-events/account-lifecycle-view-engage.md)