Use Predictive Intelligence for case management

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Agents can use Predictive Intelligence to predict values for configured fields when creating a customer service case.

    Vorbereitungen

    Role required: sn_customerservice_agent, sn_customerservice_manager, or admin

    Warum und wann dieser Vorgang ausgeführt wird

    When you create a case, the Predictive Intelligence feature predicts values for the configured fields based on the short description.
    Hinweis:
    If you update the case, the values for these fields are not predicted again.

    Prozedur

    1. Create a case.
    2. Enter information in the Short description field and then tab to the next field.
      Based on this information, the system predicts the values for the Priority, Assignment group, and Category fields.
      Hinweis:
      If the system can't predict values based on the short description, these fields remain empty.
    3. Wahlweise: Change the values in the predicted fields if needed or enter values for fields where Predictive Intelligence has skipped the prediction.
      The system doesn't overwrite user-entered values for the predicted fields.