---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Trending case topics

# Trending case topics {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Resolve cases more efficiently and proactively using Predictive Intelligence to identify
clusters of cases with similar issues and pinpoint factors that drive up case volume. Each cluster
of cases represents a trending case topic.  
Using trending case topics has the following benefits:

* Increase manager productivity: Quickly identify clusters of cases that point to similar underlying issues and act to resolve them.
* Improve customer experience: Proactively resolve issues by analyzing patterns in customer service data.
* Enhance operational excellence: Reduce the backlog of open cases by resolving similar cases at once.
{#trending-case-topics__ul_hrb_3sd_tlb}System administrators train solution definitions to cluster similar cases and identify similar major cases for the clustering.

Major issue managers use trending case topic lists to analyze the backlog of cases. Using the
lists, they can quickly identify any existing major cases that the backlog could be linked to or
create a new major case.

## Activation information {#trending-case-topics__section_gz5_f4d_tlb}

The trending case topics feature requires the Predictive Intelligence for CSM
(com.snc.csm_ml) plugin and the Major Issue Management (com.sn_majorissue_mgt) plugin.
**Tarefas relacionadas**   

* [Configure trending case topics](https://servicenow-prod.fluidtopics.net/xEEf0iBH5~hldR3UIepzlw "Train solution definitions to identify clusters of cases that point to similar underlying issues and find any related major cases for the clusters.")
* [View trending case topics](https://servicenow-prod.fluidtopics.net/DbYxyK~cfw6xnl99NX1msA "Analyze the backlog of cases and identify clusters of cases that point to similar underlying issues.​")
* [Add trending case topics to existing major cases](https://servicenow-prod.fluidtopics.net/r~FtE3AF4YGPg9FqrZIbJw "Work through cases more efficiently and resolve similar cases at once by identifying any existing major cases that the backlog of cases can be linked to.")
* [Create major cases for trending case topics](https://servicenow-prod.fluidtopics.net/Koj9aNBTOfWrD5NAKHjAMw "Work through cases more efficiently and resolve similar cases at once by creating major cases to add the backlog of cases to.")