Similar case recommendations
Summarize
Summary of Similar Case Recommendations
The Similar Case Recommendations feature in ServiceNow Yokohama release helps customer service agents quickly find and use cases similar to the one they are currently handling. It leverages contextual search and machine learning to identify relevant past cases, aiding in faster and more accurate case resolution, and supports linking cases related to major issues.
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Key Features
- Contextual Search Resources: Agents can search both open and resolved cases using additional search resources that focus on the current case’s short description.
- Predictive Intelligence Integration: Machine Learning similarity solutions provide a list of cases similar to the current one, including potential major issue recommendations.
- Agent Workspace Capabilities: Agents can perform similarity searches, link current cases to similar or major cases, copy resolution codes and notes from resolved cases, and identify major case candidates.
- Platform Interface Support: Similar searches and case linking can be performed directly from the Case form using the Related Search Results section.
- Major Issue Management: Major issue managers can search for and link child cases to major cases, improving issue tracking and resolution.
Configuration and Dependencies
- The feature is included with the Customer Service plugin (com.sncustomerservice).
- It requires activation of the Contextual Search plugin (com.snc.contextualsearch) to enable contextual search capabilities.
- Additional plugins enhance functionality:
- Major Issue Management plugin for managing major cases.
- Predictive Intelligence plugin for machine learning-based recommendations.
- Problem Management Best Practice plugin for integration with problem workflows.
Benefits for ServiceNow Customers
This feature streamlines case resolution by providing agents with relevant historical case information, reducing duplicated effort and improving accuracy. It also facilitates more effective handling of major issues by linking related cases and enabling better issue management workflows. Overall, it enhances agent efficiency and customer service quality through intelligent recommendations and case associations.
The similar case recommendation feature enables customer service agents to easily find similar cases that can provide helpful information about a current case. This feature can also provide recommendations about cases that may be related to major issues.
- Additional search resources for contextual search
- Additional search resources are provided for contextual search. These additional resources enable customer service agents to search open or resolved cases for information related to the current case.
- Predictive Intelligence similarity solution definitions
- Several of the additional search resources have an associated Machine Learning (ML) similarity solution definition. These additional resources perform a contextual search based on the case short description and return a list of similar records.
- Predictive Intelligence in Agent Workspace
- Predictive Intelligence can provide agents with a list of cases that are similar to the current case. These similar cases may provide helpful details or resolution information for the current case. Predictive Intelligence can also provide recommendations about potential major issues and major cases.
- Find cases that are similar to the current case.
- Copy resolution notes and codes from resolved cases to the current case.
- Link the current case to a similar case.
- View a list of open cases similar to the current case and submit the current case as a major case candidate.
- View one or more similar major cases and link the current case as a child to a major case.
Using the feature in Agent Workspace and in the platform interface
- Perform a search in Predictive Intelligence using the additional search resources.
- Create a link from the current case to a selected case in the search results.
- Copy resolution information from a selected case to the current case. This includes the resolution code and the resolution notes (the agent must then save the case).
- View a list of similar cases that do not include major cases. This is a way to see that the current case might be a major case candidate.
- View a list of similar cases that include one or more major cases. The major cases are displayed first in the list of results. Agents can use an available action to add the current case as a child of a major case.
- Perform a search in the Related Search Results section on the Case form using the additional search resources. Agents can select these additional resources from a list by the Related Search field.
- Create a link from the current case to a selected case in the search results.
Plugins
The configuration for the similar case/recommendation feature is included with the Customer Service plugin (com.sn_customerservice).
The similar case/recommendation feature has a dependency on the Contextual Search plugin (com.snc.contextual_search). Activate the Contextual Search plugin to use contextual search and the additional search resources.
- Major Issue Management – activate the Major Issue Management plugin (com.sn_majorissue_mgt)
- Predictive Intelligence – activate the Predictive Intelligence plugin (com.glide.platform_ml)
- Problem Management – activate the Problem Management Best Practice – Madrid – State Model (com.snc.best_practice.problem.madrid.state_model)