View the list of open cases for which the prediction of category, priority, or assignment group was skipped by the Predictive Intelligence feature.

Vorbereitungen

Role required: sn_customerservice_agent, sn_customerservice_manager or admin

Warum und wann dieser Vorgang ausgeführt wird

In the event that Predictive Intelligence cannot predict one or more case attributes for a case, customer service agents and administrators can update this information after a case is created. For example, the short description might not include enough detail to make a prediction.

Prozedur

1. Navigate to All > Customer Service > Cases > Cases Skipped by Predictive Intelligence.
2. Select a case from the list.
3. Provide the missing information and click Update.