---
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


---

# View trending case topics

# View 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

Analyze the backlog of cases and identify clusters of cases that point to similar
underlying issues.​

## Antes de Iniciar

Role required: sn_majorissue_mgt.major_issue_manager

## Por Que e Quando Desempenhar Esta Tarefa

View a list of clusters and cluster concepts.

* Cluster concepts list the top ten most recurring words that appeared in the short description of the cases.
* Cluster size indicates the number of cases in the cluster.
* Cluster quality gives a percentage value of how similar the cases are.
{#view-trending-case-topics__ul_c3g_mhr_ylb}

## Procedimento

1. Open CSM Configurable Workspace.
2. Navigate to ListsTrending Case TopicsLast 1 week.

## O que Fazer Depois

Click a Cluster Id to view the Cluster Summary form details, Related Cases and Related Major Cases.

You can also
create a major case for trending case topics.