Creating guidance and field recommendation in Recommended Actions › Configuring the Recommended Actions application › Recommended Actions configuration › Implement Intelligence › Configure › Customer Service Management

Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Customize a guidance preview experience in the UI Builder

Customize a preview of a Recommended Actions card that displays in the contextual side panel using UI Builder. The preview experience includes a hint, an icon, a message, and an action button.

Before you begin

Role required: sn_nb_action.next_best_action_author and ui_builder_admin, admin

About this task

You begin by creating a UI page variant of a guidance preview experience. When you create a UI page variant from a page template, you start with a base structure that you can customize. By using the component properties, you can change how your recommendation card preview looks.

Procedure

Navigate to All > Recommended Actions > Action Types > Guidances.
Select a guidance from the Guidances list.

Select Create preview UI to create a UI page variant of a guidance preview experience.

This page includes an empty customExpProps container with the properties listed in the following table during run-time. The Recommended Actions framework passes the customExpProps object as a property to the custom experience.

Property	Description
sysId	ID of the recommendation.
name	Title of the preview experience.
description	Message for the preview experience.
recommendationHint	Text that tells the agent why a recommendation is being suggested.
callToActions	Settings for the guidance action.
actionTypeLabel	Label for the recommended action type.
icon	Icon for the recommendation card.
actionStateLabel	External name of the action state.
actionStateValue	Internal name of the action state.
previewFields	The fields to display in the guidance preview experience.
errorMessage	Error message to display when the recommendation fails to display.
ariaHidden	On the Recommended Actions grouped list, the sn-carousel component passes this property to each card to determine if the content is hidden within the carousel. If the card is hidden, you can use this value to set aria-hidden or disable any actionable component to true and avoid accessibility issues.
useCase	Search/RA tab where the guidance is getting rendered.
actionInputs	Guidance Inputs.
actionTypeSysId	Sys Id of the recommendation type.
actionId	Sys Id of the recommendation.
table	Recommended Actions Context table.
tableSysId	Recommended Actions Context table record sys_id.
renderer	Component responsible to render the detailed experience
secondaryCallToAction	Secondary actions to be shown on card.
isGenius	Is genius result card, used in Search tab genius result.
contextSysId	Recommended Actions context sysId.
actionConfigurations	Recommended Actions actionConfigurations property value. The Value field is empty by default.
isFullSearchView	If search displayed in full search view of side panel view, the value is true.
contextInputs	Recommended Actions contextInput property value. To get the predefined syntax, navigate to All > > Recommended Actions > Context > Context Inputs and copy the JSON format of the context inputs.
Search relevancy score	Relevancy score of a search result which displays on the on the guidance card when the use case is `search` but not suggested actions. If the value is null or undefined, the relevancy score component is hidden on the guidance card.

The following example shows properties and sample values for the preview experience.

"customExpProps": {
        "sysId": "e8421a2a436f0210f81d92621ab8f2da",
        "name": "Attach and share article",
        "description": null,
        "recommendationHint": "Knowledge",
        "callToActions": [
            {
                "label": "",
                "name": "",
                "id": "1e8392aa436f0210f81d92621ab8f291",
                "actionBehavior": "contextual_side_panel",
                "primary": "true",
                "order": "100",
                "completionMessage": "Knowledge article successfully attached."
            }
        ],
        "recommendationAction": "",
        "actionTypeLabel": "Guidance",
        "icon": "magnifying-glass-sparkle-outline",
        "actionStateLabel": "New",
        "actionStateValue": "new",
        "previewFields": null,
        "attributes": "",
        "errorMessage": "",
        "ariaHidden": false,
        "useCase": "search",
        "actionInputs": {},
        "actionTypeSysId": "",
        "actionId": "",
        "table": "sn_customerservice_case",
        "tableSysId": "",
        "renderer": "sn-guidance-experience-connected",
        "secondaryCallToAction": {},
        "isGenius": false,
        "contextSysId": "",
        "actionConfigurations": {},
        "isFullSearchView": false
    }

Select Edit preview in UI Builder.

The UI page variant opens in UI Builder, where you can add and configure components to customize the look and feel of the preview experience. For more information, see Working with components in the UI Builder.
Bind the preview experience properties to your preview UI.

Data bindings are in the Config tab of the configuration panel in UI Builder. For more information, see Data resources in UI Builder.
Add and bind scripts to components in your preview UI to dispatch events by using an event handler to execute or skip a recommendation with a corresponding payload.

The following table shows the list of events that are emitted with respect to the actions perform by an agent:

Events handled	Description
ON\_SINGLE\_CLICK\_ACTION\_INITIATE	Initiates and completes the action when an agent selects the action button. This event passes the following parameters in the payload: api.emit( ‘ON_SINGLE_CLICK_ACTION_INITIATE‘, { sysId: api.context.props.customExpProps.sysId, name: api.context.props.customExpProps.name, actionStateValue: api.context.props.customExpProps.actionStateValue, actionMetadata: api.context.props.customExpProps.callToActions[0] , table: api.context.props.customExpProps.table, tableSysId: api.context.props.customExpProps.tableSysId, contextSysId: api.context.props.customExpProps.contextSysId, actionType: api.context.props.customExpProps.actionTypeSysId, actionInputs: api.context.props.customExpProps.actionInputs, formFieldInputs: { <actionInputs key>: <actionInputs value> }, actionId: api.context.props.customExpProps.actionId, name: api.context.props.customExpProps.name, actionMetadata: api.context.props.customExpProps.callToActions[0], actionStateValue: api.context.props.customExpProps.actionStateValue, } ) The `formFieldInputs` contains the `actionInputs`, which must be updated when the event is emitted.
ON\_DRILL\_DOWN\_ACTION\_INITIATE	Expands the action and displays more actions or information after an agent selects the primary action button. This event passes the following parameters in the payload: api.emit( ‘ON_DRILL_DOWN_ACTION_INITIATE ‘, { table: api.context.props.customExpProps.table, tableSysId: api.context.props.customExpProps.tableSysId, actionType: <sys_id for "Guidance" action type/ e38f55b9b72120107d472397ee11a9be>, actionInputs: api.context.props.customExpProps.actionInputs, formFieldInputs: {"<actionInputs Key>":"<new value which needs to be set>"}, actionId: api.context.props.customExpProps.actionId, sysId: api.context.props.customExpProps.sysId, name: api.context.props.customExpProps.name, actionStateValue: api.context.props.customExpProps.actionStateValue, actionMetadata: api.context.props.customExpProps.callToActions[0], renderer: api.context.props.customExpProps.renderer, contextSysId: api.context.props.customExpProps.contextSysId, sysId: api.context.props.customExpProps.sysId, name: api.context.props.customExpProps.name } )
DISMISS\_ACTION\_CLICK	Cancels the action. `api.emit( ‘DISMISS_ACTION_CLICK‘, { sysId: api.context.props.customExpProps.sysId } )`
ACTION\_TRIGGERED\_PROPAGATION	Enables user to add UI-specific behavior for guidance actions. This event propagates the payload details to the parent where this event can be handled. `api.emit( ‘SN_NEXT_BEST_ACTION_LIST_CONNECTED#ACTION_TRIGGERED_PROPAGATION' ‘, { "actionSysId": api.context.props.customExpProps.actionId "actionName": api.context.props.customExpProps.actionConfigurations[api.context.props.customExpProps.actionId ][“actionName”] "actionType": "guidance", "eventName": "<eventName>", "payload": { } }`
LOG\_SEARCH\_RESULT\_EVENT	Adds the search result logs to the Queued Signal Events \[sys\_signal\_event\_queue\] table. `api.emit(LOG_SEARCH_RESULT_EVENT, {actionData: {actionName: actionId}})`

For more information, see [Define and bind client scripts to components](../application-development/ui-builder/define-client-scripts.md).