Use recommended actions

---
title: Use recommended actions
description: Provides real‑time, actionable guidance, and relevant resources that help HR agents speed up case resolution.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/agent-workspace-for-hr-case-management/guided-decision-tree-aws.html
release: australia
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Agent Workspace for HR Case Management contextual side panel, Use, Agent Workspace, HR Service Delivery, Employee Service Management]
---

# Use recommended actions

Provides real‑time, actionable guidance, and relevant resources that help HR agents speed up case resolution.

## Before you begin

Role required: sn\_hr\_core.admin or sn\_hr\_core.case\_writer

## About this task

**Note:** If there are any existing guided decisions, add those decisions within the [HR case context](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/agent-workspace-for-hr-case-management/config-rc-hr.md) in [Recommended Actions for HRSD](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/agent-workspace-for-hr-case-management/recommended-actions-hrsd.md).

## Procedure

1.  Navigate to **All** > **HR Case Management** > **Agent Workspace for HR Case Management**.

2.  Select the Lists icon \(\[Omitted image "agent-ws-hr-list-icon.png"\] Alt text:\).

3.  Select an HR case.

4.  In Contextual Side Panel, select the Recommendations icon \( \[Omitted image "recommendations-icon.png"\] Alt text:\).

5.  Review similar cases, relevant KB articles, and suggested actions in the context of the current case.

    |Option|Description|
    |------|-----------|
    |**Similar cases**|Use the View case option to review the full details of the case.|
    |**KB search**|Use the following options as needed: Attach and add link in comment, Read article, Attach and add link in email, Add link in worknote, and Copy link.|
    |**Suggested actions**|Use the Create an HR approval option to add an approval to the case as needed.|

    \[Omitted image "recommendation-hrsd.png"\] Alt text: Recommendations panel showing similar cases, KB search results, and suggested actions for HR case

    \[Omitted image "rec-hr-case-approval.png"\] Alt text: Create HR approval dialog with approval details and assignment options