Recommended Actions for Customer Service release notes
- UpdatedMay 1, 2025
- 2 minutes to read
Version history for the Recommended Actions for Customer Service application on the ServiceNow Store.
Important: For details on system requirements and family compatibility, view the application
listing on the ServiceNow Store
website.
Version history
- Version 29.0.1 - May 2025
-
- Replaced Agent Assist with RA – AI Search on Agent Workspace Case and Interaction pages for zboot customers.
- Added Catalog items as a part of search resources.
- Version 28.0.0 - February 2025
-
- New guidances for case, incident, problem and change request.
- Added search result mapping records for the case context to map to a default guidance.
- Version 26.0.4 - November 2024
- TI Similarity - RA Guidance setup configurations.
- Version 26.0.2 - August 2024
- Fixes to support active flag configuration for case context.
- Version 26.0.1 - May 2024
- Enabled automatic search for knowledge source for case records.
- Version 28.0.1 - December 2023
-
- Fixed:
- Removal of read access to 'Roles' table for Next best action author.
- Deletion of system property 'resource generator time out' which is not used any more.
- Fixed:
- Version 24.0.2 - June 2023
-
- Fixed:
- Minor changes on existing guidances.
- Fixed cosmetic changes.
- Fixed:
- Version 24.0.0 - November 2022
-
- Added CSM specific OOTB Guidances, Resource Generators for Recommended Actions and Demo Data.
- Guidances:
- Apply Resolution from solved case
- Communicate workaround
- Reassign case
- Read message to customer
- Link a case to existing issue
- Link a case to existing Open case
- Create Case task
- Resource Generator:
- Find most read KB Article for Product
- Find Matching PRB without workaround
- Find Matching PRB with workaround
- Demo Data:
- Create Rule: When case is of KX1000 and is resolved
- Version 23.0.0 - August 2022
- Recommended Actions for Customer Service provides predefined guidances and recommendation context records tailored for Customer Service. This app also provides workspace configurations that display recommended actions in the contextual side panel without the need for admin configuration.