Predictive Intelligence for CSM solution definitions

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Predictive Intelligence for CSM solution definitions

    The Predictive Intelligence for Customer Service Management (CSM) enables businesses to enhance case management by utilizing instance records to create tailored solutions. This functionality is available when both Predictive Intelligence and CSM are active, allowing customers to define and customize their own solution records.

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    Key Features

    • Solution Definitions: Several pre-defined solution templates are provided, including:
      • CSM Case Assignment Classification: Predicts the assignment group from the short description.
      • CSM Case Categorization Classification: Predicts the category from the short description.
      • CSM Case Prioritization Classification: Predicts the priority from the short description.
      • Grouping of Cases into Topics: Clusters similar cases based on the short description.
      • Similar Cases Recommendations: Recommends similar open and resolved cases to aid in resolution processes.
      • Major Issue Detector: Identifies major issues based on case descriptions.
      • Similar Knowledge Articles Recommendations: Suggests relevant knowledge articles to assist in case resolution.
    • Business Rules for Classification Solutions: Customizable business rules for the CSM Case Assignment, Categorization, and Prioritization solutions, applicable on the Case table.

    Key Outcomes

    By leveraging these solution definitions and business rules, ServiceNow customers can expect improved case management efficiency through automated predictions and recommendations, tailored solutions to meet specific needs, and the ability to maintain and enhance prediction accuracy over time through retraining and ongoing adjustments.

    Use your instance records to build Customer Service Management specific solutions.

    Solution definitions

    These solution definitions are available as templates on instances where both Predictive Intelligence and Customer Service Management are active. Create your own solution definition records to customize the behavior.

    Table 1. Solution Definitions for Customer Service Management
    Solution Definition Solution Type Description
    CSM Case Assignment Classification Predicts the Assignment group field from the Short description.
    CSM Case Categorization Classification Predicts the Category field from the Short description.
    CSM Case Prioritization Classification Predicts the Priority field from the Short description.
    Grouping of Cases into Topics Clustering Clusters similar cases into topics based on the Short description.
    All Similar Cases Similarity Recommends similar cases based on the Short description that can help customer service agents with case investigation and resolution processes.
    Recommended Open Cases Similarity Recommends similar open cases based on the Short description.
    Recommended Resolved Cases Similarity Recommends similar resolved cases based on the Short description.
    Major Issue Detector Similarity Provides recommendations for major issues based on the Short description.
    • Recommends one or more major cases, if available.
    • Otherwise, recommends similar cases that are not linked as child cases to a major case.
    Similar Knowledge Articles Similarity Recommends similar knowledge articles by comparing the Text, Short description, and Description fields of knowledge articles to the Short description of the customer service case.
    Similar Knowledge Articles All Similarity Recommends similar knowledge articles by comparing the fields in the Knowledge View database view [sn_customerservice_knowledge_view] to the Short description of the customer service case.
    Note:
    This solution definition is used in the Auto-Responder feature. For more information, see Train the similarity solution for finding Auto-Responder notification content.

    Business rules for classification solutions

    These business rules apply only to the CSM Case Assignment, CSM Case Categorization, and CSM Case Prioritization solution definitions and are available only on instances where both Predictive Intelligence and Customer Service Management are active. Create your own business rules on the Case [sn_customerservice_case] table to customize prediction and reporting behaviors.

    Table 2. Business rules for Customer Service Management
    Business rule Table Description
    Default Case Based Prediction Case [sn_customerservice_case] Generates prediction results from the active Customer Service Management solutions. Runs when a case record is inserted.
    Update Prediction Results Case [sn_customerservice_case] Updates the solution precision and coverage statistics. Runs when a case record is closed.

    Upgrade Information

    If your instance is running on the Kingston release and you are upgrading to the Washington DC release:
    • Use the Default Case Based Prediction business rule template to create a new business rule. This rule includes a Solution variable that gets all active solutions retrieved by the findActiveSolution(solutionName) method.
    • In a global domain environment, use the solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule.
    • In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization.
    • The business rule template calls the applyPredictionForSolution() method to predict regardless of any changes to the default value.

    Maintaining prediction accuracy

    You can manage prediction drift by retraining, modifying, or creating new solutions to reflect changes in your business conditions. Test and modify your business rule over time to ensure it works as desired across multiple consumption points and user Personas.