Configuring the HR case context

---
title: Configuring the HR case context
description: Configure recommended actions to create a context, rule, and recommendations with action types such as guidance.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/agent-workspace-for-hr-case-management/config-rc-hr.html
release: australia
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure, Recommended Actions for HRSD, Agent Workspace, HR Service Delivery, Employee Service Management]
---

# Configuring the HR case context

Configure recommended actions to create a context, rule, and recommendations with action types such as guidance.

## Contexts in Recommended Actions for HRSD

A context enables agents to see recommendations for a specific type of record when certain rules are met. These recommendations can help agents by suggesting actions to take based on the record context.  For more information, see [Contexts in Recommended Actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/ra-csm-contexts.md).

The Recommended Actions for HRSD application ships the HR Case Context. Add rules, recommendations, guidance to this context based on your business requirements. To access HR Case Context, navigate to **All** > **Recommended actions** > **Contexts**

## Guidance-based recommendations

The following guidance-based recommendations are provided by default for similar cases, and KB articles.

To create guidance, see [Create a guidance in Recommended Actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/ra-csm-guidances-create.md).

## Rules in Recommended Actions for HRSD

A rule is a set of conditions that applies to a context. A rule shows recommendations to agents with certain roles for records that meet certain conditions. For more information, see [Rules in Recommended Actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/ra-csm-rules.md).

The Recommended Actions for HRSD application ships the **HR Case Approval** rule by default.

## Search Application Configuration

The HR system includes the **\[AIS\] Recommended Actions for HR Search Config** by default. This application supports the AI search for various records in Agent Workspace for HR Case Management, including cases, and KBs.