Get guidance-based recommendations

---
title: Get guidance-based recommendations
description: Get actionable real-time recommendations in the side panel to help address customer issues and resolve issues quickly.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/get-guidance-based-recommendations.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Recommended Actions for ITSM in Service Operations Workspace, Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Get guidance-based recommendations

Get actionable real-time recommendations in the side panel to help address customer issues and resolve issues quickly.

## Before you begin

**Important:** Users who have itil or sn\_incident\_write in the ITSM base system, can see and use the recommendations. These roles \(itil and sn\_incident\_write\) also include the following two roles:

-   -   sn\_nb\_action.next\_best\_action\_user: To view the recommendation.
-   sn\_gd\_guidance.guidance\_user: To use the recommendation

Role required: itil, admin, sn\_incident\_write

## About this task

The guidance based recommendations appear for various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.

For incident records, clicking the **Recommendations** icon\(\[Omitted image "recommended-actions-icon.png"\] Alt text: recommended actions icon\) displays the **Recommended actions** and **Search** sub-tabs. The **Search** sub-tab allows you to manually search for AI-powered recommendations.

For records other than incidents \(such as Incident Tasks, Problems, Problem tasks, Change requests, Change tasks, Interactions, and Requests\), recommendations do not appear directly. Instead, you can use AI-powered search to find the recommendations.

## Procedure

1.  Navigate to **All** > **Workspace Experience** > **Workspaces** > **Service Operations Workspace.**.

2.  Open a record that you want to work on.

3.  Select the **Recommendations** icon\(\[Omitted image "recommended-actions-icon.png"\] Alt text: recommended actions icon\) in the contextual side panel.

4.  Select the **Recommended actions** to review the actionable recommendation cards.\[Omitted image "Using\_RA.png"\] Alt text: Guidance based recommendations

5.  Review the Recommended Actions cards and do one of the following:

    -   To accept a recommendation, select the action button on the card.
    -   To remove a recommendation from the contextual side panel, select **Dismiss** on the card.
6.  Select the **Search** tab to manually search for AI-powered recommendations.

    The AI-powered search results in the following eight record types: Incident, Incident Tasks, Problem, Problem tasks, Change request, Change task, Interaction, and Request.


**Parent Topic:**[Recommended Actions for ITSM in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/recommended-actions-for-itsm-in-service-operations-workspace.md)