Your team is buried in tickets and there's no budget for new hires — sound familiar? ServiceNow's Recommended Actions feature might be exactly what you need. In this episode, Senior Developer Advocate Sujan is joined by Sujatha, an experienced ServiceNow professional with 8+ years on the platform, to break down the Recommended Actions framework available in the Service Operations Workspace. Together they walk through the full configuration — from architecture to live demo — so you can start using this feature right away. Here's what's covered: 1) What Recommended Actions are and how they work (context → rules → resource generators) 2) Guidance-based recommendations: automatically surfacing relevant KB articles to fulfillers based on incident short descriptions 3) Field-level recommendations: predicting values for assignment group, configuration item, and service fields 4) How the similarity engine and training frequency keep recommendations accurate and up to date 5) Now Assist integration: generating resolution steps directly from recommended KB articles Whether you're trying to speed up ticket resolution, reduce manual triage, or just help newer team members get up to speed faster — this one's worth your time. 0:00 - Introduction & Guest Welcome 0:57 - What Are Recommended Actions? 1:45 - Architecture Overview: Context, Rules & Resource Generators 4:05 - Navigating the Configuration in the Instance 5:19 - Setting Up Context and Rules 6:54 - Configuring Recommendations and Action Types 9:12 - Resource Generators and Similarity Techniques 10:24 - Definitions and Training Frequency 12:39 - Live Demo: KB Article Recommendations in Workspace 14:08 - Now Assist Integration with Recommendations 14:44 - Field-Level Recommendations Setup 16:21 - Wrap-Up and Key Takeaways