Use Predictive Intelligence for case management

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Agents can use Predictive Intelligence to predict values for configured fields when creating a customer service case.

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice_manager or admin

    About this task

    When you create a case, the Predictive Intelligence feature predicts values for the configured fields based on the short description.
    Note:
    If you update the case, the values for these fields are not predicted again.

    Procedure

    1. Create a case.
    2. Enter information in the Short description field and then tab to the next field.
      Based on this information, the system predicts the values for the Priority, Assignment group, and Category fields.
      Note:
      If the system cannot predict values based on the short description, these fields remain blank.
    3. Optional: Change the values in the predicted fields if needed or enter values for fields where Predictive Intelligence has skipped prediction.
      The system does not overwrite user-entered values for the predicted fields.