Configure guidance actions in Recommended Actions

---
title: Configure guidance actions in Recommended Actions
description: Configure the actions that an agent can perform for a Recommended Actions guidance.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/ra-csm-guidance-configure-action.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Creating guidance and field recommendation in Recommended Actions, Configuring the Recommended Actions application, Recommended Actions configuration, Implement Intelligence, Configure, Customer Service Management]
---

# Configure guidance actions in Recommended Actions

Configure the actions that an agent can perform for a Recommended Actions guidance.

## Before you begin

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

## Procedure

1.  Navigate to **All** > **Recommended Actions** > **Action Types** > **Guidances**.

2.  Select a guidance from the Guidances list.

3.  In the Guidance Actions form section, click **New**.

4.  On the Guidance Action form, fill in the fields.

<table id="table_fsp_ybn_25b"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Guidance

</td><td>

The guidance that this action is associated with. This field is read only.

</td></tr><tr><td>

Action label

</td><td>

A name for this guidance action.

</td></tr><tr><td>

Call to Action Label

</td><td>

The label for the action button that appears on the recommendation card in the contextual side panel. For example, **Review and attach article** or **Propose Solution**.

</td></tr><tr><td>

Action Behavior

</td><td>

The selected behavior for the guidance action:-   **Single click**: The action is initiated and completed with one click and the card moves to the **History** tab in the side panel. Useful for simple actions such as escalating a case.
-   **Open in Contextual Side Panel**: The action opens in a detailed view within the side panel. The agent can review the details in the side panel, such as reviewing the content of a knowledge base article.
-   **Open in Sub Tab**: The action opens in a separate tab.
 **Note:** Actions that open in the contextual side panel or in the subtab don’t move to the in-progress state. The action moves to the in-progress or completed state only when the agent clicks the action button in the detail view.

</td></tr><tr><td>

Primary

</td><td>

Denotes the guidance action as a primary action. This field is enabled by default.

 A primary action highlights the action that the agent should take and makes that action available as a button on the recommendation card.

**Note:** A guidance can have only one primary guidance action.

 If this field is not selected, the guidance action is a secondary action available through the more actions menu on the recommendation card.

</td></tr><tr><td>

Application

</td><td>

The application that this guidance action is associated with. This field is read only.

</td></tr><tr><td>

Guidance Action Automation

</td><td>

The flow associated with this guidance action.

</td></tr><tr><td>

Order

</td><td>

The order of the action.

</td></tr><tr><td>

Completion Message

</td><td>

The message that appears at the top of the recommendation card when the guidance action is complete. For example, **KB article was shared**.

</td></tr></tbody>
</table>5.  Depending on the selected flow in the **Guidance Action Automation** field, you can configure flow inputs and guidance outputs.

    -   Configure flow inputs in the **Automation Flow Inputs** tab.
    -   Configure outputs in the **Guidance Outputs** tab.

        These fields can contain static text, dynamic content \(field values from guidance inputs\), or a combination of static text and dynamic content. To use dynamic content, select the pill picker icon next to the field and select a guidance input from the list.

6.  Click **Submit**.