Add Guided Decisions to Recommended Actions

---
title: Add Guided Decisions to Recommended Actions
description: Add decision trees created using the Guided Decisions Experience application to Recommended Actions, so customer service agents can work through it to resolve cases more efficiently.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/add-guided-decisions-to-recommended-actions.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configuring guidances and decision trees, Guided Decisions configuration, Agent tools, Organize agent workspaces, Configure, Customer Service Management]
---

# Add Guided Decisions to Recommended Actions

Add decision trees created using the Guided Decisions Experience application to Recommended Actions, so customer service agents can work through it to resolve cases more efficiently.

## Before you begin

Verify that you have Recommended Actions application \(sn\_nb\_action\) installed.

Role required: sn\_nb\_action.next\_best\_action\_author, admin

## Procedure

1.  Navigate to **All** > **Recommended Actions** > **Contexts**.

2.  [Create a context for a table.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/ra-csm-contexts-create.md)

    A context enables agents to see recommended actions for a record in that table.

3.  [Create a rule for the context.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/ra-csm-rules-create.md)

    A rule is a set of conditions that applies to a context and determines when a recommended action appears for records in the context table.

4.  [Create a recommendation of type decision tree.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/ra-csm-recommendations-create.md)

    A recommendation is a way to suggest an action to an agent.


**Related topics**  


[Configuring Guided Decisions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/setting-up-guided-decisions.md)

[Configuring guidances and decision trees](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configuring-guided-decisions.md)