View trending case topics

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

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

    Before you begin

    Role required: sn_majorissue_mgt.major_issue_manager

    About this task

    Note:
    This task applies to both CSM Configurable Workspace and CSM Agent Workspace.
    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.

    Procedure

    1. Open your workspace.
    2. Navigate to Lists > Trending Case Topics > Last 1 week.

    What to do next

    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.