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{'Example': 'Recommend an assignment group for a router issue'} › Example configurations › Recommended Actions configuration › Implement Intelligence › Configure › Customer Service Management
Release: Australia · Updated: 2026-06-25 · Official documentation · View source

Create a field recommendation for recommending assignment group field value

Create a field recommendation that you can select when configuring a recommended action. This field recommendation suggests an assignment group field value on a case record for a router issue.

Before you begin

Use the CSM default record page or the CSM Interaction record page to display field recommendations in CSM Configurable Workspace. For setting the CSM default record page or the CSM Interaction record page as the default page, see Set record page order.

Role required: sn_nb_action.next_best_action_author, or admin

About this task

Creating a field recommendation involves two main steps:

  • Creating inputs for the field recommendation.
  • Creating instructions about how to recommend values by configuring a definition for each field.

Procedure

  1. Navigate to All > Recommended Actions > Action Types > Field Recommendations.

  2. Select New on the Field Recommendations list.

  3. In the Name field, enter Field recommendation for assignment group.

  4. In the Table field, select Case [sn_customerservice_case] so that you can populate field recommendation for the Assignment group field on a case record.

  5. Save the record to display the related lists.

  6. In the Field Recommendation Inputs related list, select New to create an input.

    1. In the Type field, select Reference.

    2. In the Label field, enter Assignment group.

      The Column name field is auto-filled.

    3. In the Reference specification related list, configure the following fields.

      FieldAction
      ReferenceSelect the Group [sys_user_group] table.
      Reference qual conditionSelect the Active | is | true condition.

    4. Select Update.

  7. In the Field recommendation definitions related list, select New to create a definition.

    1. In the Name field, enter Assignment group for router issue definition.

    2. In Field, select the Assignment group field.

    3. In the Recommendation message field, enter You can assign this issue to and use the pill-picker to add the recommended value Field recommendation inputs > Assignment group as part of the message.

      Note: If the resource generator returns an empty field value, the recommendation message isn’t displayed.

    4. In the Recommendation Method list, select Recommend only.

    5. Select Submit.