Example configurations of recommended actions
concept australia Updated Sep 10, 2026 1 min read recommended-actions-use-case.md
This example documentation demonstrates end-to-end configurations of recommendations with actions of type guidance, decision tree, or field recommendation to help you get started with Recommended Actions.
| Scenario | Description |
|---|---|
| Troubleshoot a failed credit card transaction | A decision tree that helps agents troubleshoot a failed credit card transaction. This decision tree asks a series of questions and based on the answers entered, provides a resolution, such as track the failed transaction, dispatch a new credit card, or provide further assistance. |
| Recommend an assignment group for a router issue | A field recommendation that recommends a value for the Assignment group field so that the agent can assign the case to the appropriate team to resolve the customer issue faster. |
| Link the current case to the similar major case | A guidance that recommends linking the current case to the recommended similar major case so that the business owner can identify the trend and take corrective actions. |
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--- title: Example configurations of recommended actions description: This example documentation demonstrates end-to-end configurations of recommendations with actions of type guidance, decision tree, or field recommendation to help you get started with Recommended Actions. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/recommended-actions-use-case.html release: australia topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Recommended Actions configuration, Implement Intelligence, Configure, Customer Service Management] --- # Example configurations of recommended actions This example documentation demonstrates end-to-end configurations of recommendations with actions of type guidance, decision tree, or field recommendation to help you get started with Recommended Actions. |Scenario|Description| |--------|-----------| |[Troubleshoot a failed credit card transaction](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/ra-troubleshooting-failed-credit-card-transaction.md)|A decision tree that helps agents troubleshoot a failed credit card transaction. This decision tree asks a series of questions and based on the answers entered, provides a resolution, such as track the failed transaction, dispatch a new credit card, or provide further assistance.| |[Recommend an assignment group for a router issue](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/ra-field-recommendation-decision-table-example.md)|A field recommendation that recommends a value for the Assignment group field so that the agent can assign the case to the appropriate team to resolve the customer issue faster.| |[Link the current case to the similar major case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/ra-example-guidance-similarity-trend.md)|A guidance that recommends linking the current case to the recommended similar major case so that the business owner can identify the trend and take corrective actions.|
| title | Example configurations of recommended actions |
| description | This example documentation demonstrates end-to-end configurations of recommendations with actions of type guidance, decision tree, or field recommendation to help you get started with Recommended Actions. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/recommended-actions-use-case.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Recommended Actions configurationImplement IntelligenceConfigureCustomer Service Management |