---
title: Create a guidance action for the Initiate transaction tracking guidance
description: Configure the actions that agents can take to initiate a transaction tracking.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/create-guidance-action-ga-use-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Create the Initiate transaction tracking guidance, Example configuration of a decision tree, Guided Decisions configuration, Agent tools, Organize agent workspaces, Configure, Customer Service Management]
---

# Create a guidance action for the Initiate transaction tracking guidance

Configure the actions that agents can take to initiate a transaction tracking.

## Before you begin

Role required: sn\_gd\_guidance.guidance\_manager

## Procedure

1.  Navigate to **All** > **Guided Decisions** > **Guidances**.

2.  Select the Initiate transaction tracking guidance from the Guidances list.

3.  In the Guidance Actions form section, select **New**.

4.  On the Guidance Action form, fill in the fields.

<table id="table_fsp_ybn_25b"><thead><tr><th>

Field

</th><th>

Description

</th><th>

Value

</th></tr></thead><tbody><tr><td>

Guidance

</td><td>

The guidance that this action is associated with. This field is read only.

</td><td>

Initiate transaction tracking

</td></tr><tr><td>

Action label

</td><td>

A name for this guidance action.

</td><td>

Initiate

</td></tr><tr><td>

Call to Action Label

</td><td>

The label for the action button that appears on the recommendation card in the contextual side panel. For example, **Review and attach article** or **Propose Solution**.

</td><td>

Initiate

</td></tr><tr><td>

Action Behavior

</td><td>

The selected behavior for the guidance action:-   **Single click**: The action is initiated and completed with one click and the card moves to the **History** tab in the side panel. Useful for simple actions such as escalating a case.
-   **Open in Contextual Side Panel**: The action opens in a detailed view within the side panel. The agent can review the details in the side panel, such as reviewing the content of a knowledge base article.
-   **Open in Sub Tab**: The action opens in a separate tab.
You can configure the preview experience for all the action behaviour types and configure the detail view for the actions that open in the sub tab or contextual side panel. For more information, see [Configure guidance detail experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-guidance-preview-detail-experiences-ga.md).

 **Note:** Actions that open in the contextual side panel or in the subtab don’t move to the in-progress state. The action moves to the in-progress or completed state only when the agent clicks the action button in the detail view.

</td><td>

Single click

</td></tr><tr><td>

Primary

</td><td>

Denotes the guidance action as a primary action. This field is enabled by default.

 A primary action highlights the action that the agent should take and makes that action available as a button on the recommendation card.

**Note:** A guidance can have only one primary guidance action.

 If this field is not selected, the guidance action is a secondary action available through the more actions menu on the recommendation card.

</td><td>

Select the field

</td></tr><tr><td>

Application

</td><td>

The application that this guidance action is associated with. This field is read only.

</td><td>

Global

</td></tr><tr><td>

Guidance Action Automation

</td><td>

The flow associated with this guidance action.

</td><td>

Initiate transaction tracking subflow

</td></tr><tr><td>

Order

</td><td>

The order of the action.

</td><td>

100

</td></tr><tr><td>

Completion Message

</td><td>

The message that appears at the top of the recommendation card when the guidance action is complete.

</td><td>

The transaction tracking is initiated.

</td></tr></tbody>
</table>5.  Right-click the form header and select **Save**.

    Depending on the selected flow in the **Guidance Action Automation** field, the flow inputs and outputs are shown.

6.  Configure the flow inputs and guidance outputs.

    -   In the **Automation Flow Inputs** tab, select the Pill-picker icon \(\[Omitted image "icon-pill-picker.png"\] Alt text: Pill-picker icon\) next to the field and select the flow input from the list.\[Omitted image "gd-subflow-inputs.png"\] Alt text: Automation Flow Inputs tab displaying guidance inputs that are linked to the Automation subflow inputs.
    -   In the **Guidance Outputs** tab, select the Pill-picker icon \(\[Omitted image "icon-pill-picker.png"\] Alt text: Pill-picker icon\) next to the field and select the flow output from the list.\[Omitted image "gd-subflow-outputs.png"\] Alt text: Guidance outputs tab displaying guidance output that is linked to the Automation subflow output.
7.  Select **Submit**.