Example: Link the similar major case to the current case
Summarize
Summary of Example: Link the similar major case to the current case
This guide explains how process analysts or business owners can configure a recommended action of typeguidancein ServiceNow to propose asimilar major casethat can be linked to a current case. This approach helps customer service agents quickly identify and connect related major cases to new cases, enabling better understanding of issue patterns, root causes, and corrective measures.
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The configuration uses a similarity with trend resource generator to recommend major cases that share common trends with the current case, streamlining case management and resolution.
Problem Scenario
In the example, Isabella runs an e-commerce business and aims to improve customer service by linking new customer cases to major known issues. Daniel, a process analyst, identifies major recurring customer issues such as missing items, wrong or defective products, refund requests, billing errors, discount code difficulties, and customer support accessibility problems.
By linking new cases to these major cases, agents can apply proven solutions and understand trends more effectively.
How to Configure the Recommended Action
- Configure a subflow: Create an automated subflow that links the recommended major case to the current case when an agent clicks an action button.
- Configure a resource generator: Set up a similarity with trend resource generator to identify and provide a similar major case based on shared trends with the current case.
- Create guidance: Develop a guidance action that uses the resource generator to recommend linking the similar major case and defines the guidance inputs and preview experience for agents.
- Create a rule from the Case context record: Define conditions under which recommendations appear for active cases, ensuring relevance.
- Create a recommendation: Establish a recommendation that selects the guidance action type, enabling agents to link the major case to the current case effectively.
Benefits for ServiceNow Customers
This configuration empowers customer service teams to quickly associate new customer issues with known major cases, improving issue resolution speed and consistency. It also facilitates trend analysis and root cause identification, enhancing overall service quality and customer satisfaction.
By implementing this recommended action in ServiceNow, organizations can automate the linking process, provide actionable guidance to agents, and maintain a structured approach to handling common and critical customer issues.
Learn how process analysts or business owners configure a recommended action of type guidance to propose a major case that can be linked to the current case. This guidance uses a resource generator of type similarity with trend to recommend the similar case that has a common trend.
Problem scenario
Isabella owns a thriving E-commerce business that specializes in selling handmade artisanal products. As the business grows, Isabella recognizes the increasing importance of providing exceptional customer service to maintain customer satisfaction and loyalty. Isabella understands that addressing customer issues effectively and promptly is crucial for the success of the business.
Daniel, a process analyst on the Isabella's team identifies the most common and critical issues that their customers report and create major cases for them. So that whenever a customer creates a case, it can be linked to the similar major case. This process helps them understand the pattern, identify the root cause, take corrective actions, and apply similar solutions.
Daniel identifies the following major issues:
- Missing items in the order
- Wrong items received
- Damaged or defective products
- Refund requests
- Billing discrepancies or errors
- Difficulty applying discount codes
- Difficulty reaching customer support
Now, Daniel configures a guidance that recommends a similar major case to the agent who is working on a new case created by a customer. The guidance provides an action to the agent to link the recommended major case to the current case.
Configuring a recommended action for linking the similar major case to the current case
Help Daniel configure a recommended action of type guidance that uses Similarity with Trend resource generator to link the major case to the current case.
| Task | Description |
|---|---|
| Configuring a subflow for the guidance action automation | Configure a subflow that you can use in a guidance to link the proposed major case to the current case automatically on a click of an action button. |
| Configure a resource generator for providing a similar major case to the current case | Configure a resource generator of type similarity with trend that provides a similar major case to the current case. |
| Create a guidance for linking the similar major case to the current case | Create a guidance to link the similar major case to the current case by configuring guidance inputs, preview experience, and guidance action. |
| Create a rule from the Case context record | Create a rule to show recommendations for active cases that meet the condition specified in this rule. |
| Create a recommendation with guidance as an action type | Create a recommendation to select the Guidance as an action type for linking a major case to the current case record. |