---
title: Components installed with Recommended Actions
description: Several types of components are installed with the Recommended Actions application, including tables, roles, guidances, resource generators, and scheduled jobs.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/ra-csm-installed-components.html
release: australia
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 5
breadcrumb: [Install the Recommended Actions application, Recommended Actions configuration, Implement Intelligence, Configure, Customer Service Management]
---

# Components installed with Recommended Actions

Several types of components are installed with the Recommended Actions application, including tables, roles, guidances, resource generators, and scheduled jobs.

## Tables

The Recommended Actions application adds the metadata tables described in the following table.

<table id="table_brq_nnw_15b"><thead><tr><th>

Table

</th><th>

Description

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

Context\[sn\_nb\_action\_rule\_context\]

</td><td>

Stores contexts for tables such as case, incident, and problem for which recommendations are generated.

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

Recommendation\[sn\_nb\_action\_recommended\_action\]

</td><td>

Stores recommendations, which include action type, action, and resource generator information.

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

Action Type Definition\[sn\_nb\_action\_type\_definition\]

</td><td>

Stores action type definitions such as guidances, guided decision trees, and field recommendations.

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

Field Recommendation\[sn\_nb\_action\_field\_recommendation\]

</td><td>

Stores field recommendations.

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

Field Recommendation Definition\[sn\_nb\_action\_field\_recommendation\_definition\]

</td><td>

Stores field recommendation definitions.

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

Field Recommendation Input\[sn\_nb\_action\_field\_recommendation\_input\]

</td><td>

Stores inputs for field recommendations.

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

Resource Generator\[sn\_nb\_action\_resource\_generator\]

</td><td>

Stores resource generators.

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

Resource Generator Type\[sn\_nb\_action\_resource\_generator\_type\]

</td><td>

Stores resource generator types such as flow, decision table, scripting, similarity, similarity with trend, and classification.

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

Resource Generator Type Input\[sn\_nb\_action\_generator\_type\_input\]

</td><td>

Stores inputs for resource generators types.

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

Trend Definition\[sn\_nb\_action\_trend\_definition\]

</td><td>

Stores trend definitions.

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

Rule\[sn\_nb\_action\_condition\_based\_rule\]

</td><td>

Stores rules, which include a condition and roles for the context.

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

Recommended Action Rule\[sn\_nb\_action\_rule\_base\]

</td><td>

Stores recommended action rules records.

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

Conditional Rule\[sn\_nb\_action\_conditional\_rule\]

</td><td>

Stores conditional rules. This table is no longer supported.

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

Decision Table Rule\[sn\_nb\_action\_decision\_table\_rule\]

</td><td>

Stores decision table rules. This table is no longer supported.

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

Recommended Action Input Generator\[sn\_nb\_action\_input\_generator\]

</td><td>

Stores input generator records. This table is no longer supported.

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

Search result recommended action mapping \[sn\_nb\_action\_search\_result\_ra\_mapping\]

</td><td>

Stores mapping between search result outputs and action inputs.

</td></tr></tbody>
</table>## Roles

The Recommended Actions application includes the roles described in the following table.

<table id="table_vgb_b2v_15b"><thead><tr><th>

Role

</th><th>

Description

</th><th>

Contains roles

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

Recommended Actions admin\[sn\_nb\_action.next\_best\_action\_admin\]

</td><td>

Grants administrator access to the Recommended Actions application.

</td><td>

sn\_nb\_action.next\_best\_action\_author

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

Recommended Actions author\[sn\_nb\_action.next\_best\_action\_author\]

</td><td>

Can create recommended actions.

</td><td>

-   sn\_nb\_action.resource\_generator\_author
-   sn\_gd\_guidance.guidance\_manager
-   sn\_nb\_action.next\_best\_action\_user
-   sn\_gd\_core.decision\_tree\_author

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

Recommended Actions user\[sn\_nb\_action.next\_best\_action\_user\]

</td><td>

Can use recommended actions.

</td><td>

sn\_gd\_core.decision\_tree\_author

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

Resource Generator author\[sn\_nb\_action.resource\_generator\_author\]

</td><td>

Grants access to configure resource generators.

</td><td>

-   flow\_operator
-   decision\_table\_reader
-   platform\_ml\_read
-   sn\_nb\_action.trend\_definition\_author
-   sn\_ti\_admin.tia\_user

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

Trend Definition author\[sn\_nb\_action.trend\_definition\_author\]

</td><td>

Grants access to configure trend definitions.

</td><td>

None

</td></tr></tbody>
</table>Granular admin users can be granted delegated developer privileges and other required roles to manage and configure metadata in scoped applications instead of assigning high-privileged admin roles. By granting granular admin users with the Manage Update Set permission, you can allow them to create and manage records within a specific application scope and track those changes in the appropriate update set. The metadata\_scope\_viewer role allows these granular admins to view the Application field on metadata records within scoped applications. Other than the roles in the preceding table, you can delegate deployment tasks to developers or non-admin users. For more information on the delegated development, see [Delegated Development](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/delegated-development-landing.md).

## Guidances

The Recommended Actions application includes the guidances described in the following table.

<table id="table_e4p_rjl_d5b"><thead><tr><th>

Guidance

</th><th>

Description

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

Apply resolution from a solved case

</td><td>

Enables agents to apply a resolution from a recommended solved case by clicking **Resolve case** button on a card, which copies the resolution notes and a resolution code from the solved case into the Closure Information section of the current case. The state of the current case changes to resolved.

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

Communicate Workaround

</td><td>

Enables agents to communicate a workaround from a recommended problem record by clicking a **Communicate workaround** button on a card, which opens the guidance in the side panel.

 The guidance shows the workaround from the problem record and provides a note field for the agent to add additional notes. The workaround and notes are added in the work notes and the problem record is linked to the current case.

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

Create case task

</td><td>

Enables agents to create a case task for the current case by clicking a **Create** button on a card, which opens the guidance in the side panel where the agent can enter a subject for a new case task and submit it.

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

Create Work Order

</td><td>

Enables agents to create a work order for a case by clicking a **Create** button on a card. Creates a work order task and opens the task in a subtab.

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

Link to existing defect

</td><td>

Enables agents to link an existing defect to the current case by clicking a **Link to defect** button on a card, which links the defect to the case and updates the work notes.

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

Link to existing open case

</td><td>

Enables agents to link the current case to an existing open case by clicking a **Link to this case** button on a card, which sets the open case as the parent of the current case.

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

Offer Recommendation

</td><td>

Enables agents to recommend upgrade of a product to provided product model.

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

Propose Resolution

</td><td>

Enables agents to enter resolution notes and a resolution code for a case by clicking a **Propose Solution** button on a card.

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

Read message to customer

</td><td>

Enables an agent to indicate that a message was read to a customer during a call by clicking the **Mark as read** button on a card, and adding the message to the work notes.

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

Reassign case

</td><td>

Enables agents to reassign the current case to a recommended assignment group by clicking the **Reassign** button on a card, which opens the guidance in a side panel where the agent can enter notes. The current case is reassigned to a different assignment group and the work notes are updated.

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

Review and attach article

</td><td>

Enables agents to review a recommended knowledge article in the contextual side panel by clicking a **Review and attach article** button on a card, which opens the article in the side panel.

 In the side panel, agents can do the following:

-   Review the article.
-   Attach the article to the case.
-   Mark the article as helpful.
-   Open the article in a subtab.

</td></tr></tbody>
</table>## Resource generators

The Recommended Actions application includes the resource generators described in the following table.

|Resource generator|Description|
|------------------|-----------|
|Find most read KB Article for Product|Finds the most read KB article for the selected product. You can use this KB article to attach to a case as a recommended action.|
|Find Matching PRB with workaround|Finds a matching problem record that has a workaround. You can propose to share the workaround from this case as a recommended action.|
|Find Matching PRB without workaround|Finds a matching problem record without a workaround. You can propose to link to this problem record as a recommended action.|