Create a model to predict similar cases

  • Release version: Xanadu
  • Updated October 21, 2024
  • 2 minutes to read
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    Summary of Create a model to predict similar cases

    This guide details the process of testing and editing a pre-trained model for predicting similar customer service cases, as well as creating a custom model tailored to specific needs. The main roles required for this task aremladminandadmin.

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    Key Features

    • Base System Models: Task Intelligence for Customer Service includes three models: Major Case Identifier, Similar Open Cases, and Similar Resolved Cases. These models are auto-installed and trained with your data when the Task Intelligence for CSM plugin is added.
    • Major Case Identifier Recommendations: To access recommendations for major issues, install the Major Issue Management plugin and activate the feature. The model for major case identifiers requires activation through the Recommended Actions section.
    • Suggested Actions: The Recommended Actions feature can be enabled on specific record pages to assist agents in viewing actionable suggestions while managing cases.

    Key Outcomes

    By following the outlined steps, ServiceNow customers can:

    • Activate the Major Case Identifier recommendation to enhance case management.
    • Enable Suggested Actions on the Front Line Case and CSM Default Record pages, improving the efficiency of case resolution.
    • Access a recommendations section with Search and Suggested Actions tabs when opening cases, streamlining the decision-making process for agents.

    Test and edit the pre-trained similar cases model for predicting similarity in customer service cases and create a new model for custom cases.

    Before you begin
    Role required: ml_admin, admin
    About this task
    Base system models: Task Intelligence for Customer Service includes 3 base system models for predicting similar records for cases:
    • Major Case identifier
    • Similar Open Cases
    • Similar Resolved Cases
    To get recommendations for major case identifier that includes propose major cases and similar major cases, install the Major Issue Management plugin and activate the feature as needed to get recommendations. When you install the Task Intelligence for CSM plugin in your production instance, the similar open cases, similar resolved cases, and major case identifier models are automatically installed and trained using your data. These models are then auto-deployed. The similar open case and similar resolved case models show predictions on recommended actions on case form. However, recommendations are not enabled for the major case identifier model in the base system.

    Steps to activate Major Case identifier recommendation

    1. Navigate to All > Recommended Actions > Recommendations..
    2. Select Propose major issue under the Application scope Task Intelligence for Customer Service.

    3. Check the Active checkbox.

    4. Select Update.

      Repeat the steps for Similar major cases.

    Note:

    Propose major issue and similar major cases are inactive in the base system.

    Enable Suggested Actions on front line case page record

    Before you begin
    Role required: workspace_admin, ui_builder_admin, admin, next_best_action_author
    Recommended Actions component should be added to the specific record page. (Front line or CSM default record page)
    About this task
    To enable Suggested Actions tab, the admin should activate the Recommended actions feature on two specific pages: Front line case page and CSM default record page. Once activated, agents can view the recommendations on these pages.
    Note:
    For CSM default record page, first wire Recommended actions on this CSM default record page first, and then enable the Suggested Actions tab in UIB via the component property.
    To enable Suggested Actions feature in the Recommended Actions component, follow the below steps:
    1. Navigate to All> Now Experience Framework >Experiences.
    2. Select the UX application CSM/FSM Configurable Workspace.
    3. Select Open in UI Builder.
    4. Navigate to Record under Pages and variants.
    5. Select Front-line Case page.
      Note:
      Ensure that you are in the right scope to be able to edit.
    6. Select Recommended Actions 1 under Tabs.
    7. In the Configure tab, turn off the toggle for Hide recommended actions.
    8. Select Save.

    By following these steps, you will successfully activate the Recommended Actions feature, allowing agents to view suggestions under Recommendations in the CSM/FSM Configurable Workspace. When you open a case, you will find the recommendations section with two tabs: Search and Suggested Actions. The recommendations are displayed under Suggested Actions.

    Enable Recommended actions in the CSM default record page

    1. Navigate to All.
    2. In the search box, enter sys_ux_screen_condition.list and press Enter.
    3. Select the filter icon, enter [Screen] [contains] [Recommeded Actions default] and [Application] [is] [Recommeded Actions], and select Run.
    4. Select the true link under Active.
    5. On the UX Screen Condition page in the Script, replace the return value with true.
    6. Select Update.

    Result: When you open a case, you will find the recommendations section with two tabs: Search and Suggested Actions. The recommendations are displayed under Suggested Actions.

    Find out how to Create a custom similar case model, Edit a model, and Export a model