View similar case recommendations

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of View similar case recommendations

    The similar case recommendation feature in ServiceNow Yokohama release helps customer service agents quickly identify cases related to the current case. By performing a contextual search based on the case’s short description, the system presents a list of similar open and resolved cases, including potential major issues. This functionality aids agents in resolving issues more efficiently by leveraging information from related cases.

    Show full answer Show less

    Key Features

    • Contextual Similar Case Search: Automatically generates a list of similar cases using the short description of the current case.
    • Major Issue Identification: Suggests potential major cases and allows agents to propose the current case as a major issue.
    • Case Actions: Agents can copy resolution notes from similar resolved cases to the current case (excluding resolution codes), link the current case as a child to a similar case, or propose the current case as a major issue.
    • Workspace Integration: Within the agent workspace, recommendations appear under the Recommendations tab in the contextual side panel, showing suggested actions and categorized similar cases (major, resolved, open).
    • Configurable Display: The number of similar open and resolved cases displayed is configurable by the customer, with up to three cards shown per category.
    • Dynamic Updates: Saving changes on the current case triggers a refresh of recommendations to ensure relevance.
    • Plugin Dependencies: Requires activation of the Customer Service plugin (com.sncustomerservice) and the Major Issue Management plugin (com.snmajorissuemgt) for full functionality.

    What You Can Expect

    By using the similar case recommendation feature, agents gain faster access to relevant case information, enabling quicker resolutions and improving case management efficiency. The ability to link cases and propose major issues helps maintain accurate issue tracking and escalation. Integration into the agent workspace streamlines workflow by consolidating recommendations and actions in one place.

    The similar case recommendation feature allows customer service agents to quickly find similar cases that can provide helpful information about a current case. This feature can also provide recommendations about cases that may be related to major issues.

    By performing a contextual search based on a case’s short description, the system generates a list of similar records. This provides agents with a list of cases that are similar to the current case. These similar cases may provide helpful details or resolution information for the current case. Task Intelligence can also suggest potential major issues and major cases.

    With the similar case recommendation feature, customer service agents can:
    • Identify cases similar to the current case.
    • Copy resolution notes from resolved cases to the current case.
    • Link the current case to a similar case.
    • View a list of open and resolved cases similar to the current case and submit the current case as a major case candidate. Three similar open and resolved cases are displayed in the list of results.
    • View one or more similar major cases, that are displayed first in the list of results. Agents can use an available action and link the current case as a child to a major case.
    When using these similarity models in the workspace, the agent can open a case record, select the Recommendations tab in the contextual side panel, and then select the Suggested actions sub tab to see the following:
    • One for propose major case and one for similar major case card (if enabled).
    • Up to three similar open case cards (number of cards displayed is customer configurable).
    • Up to three similar resolved case cards (number of cards displayed is customer configurable).
    Order of cards displayed in Suggested actions:
    • Similar major case (if there is a major case)
    • Propose major case
    • Similar resolved cases
    • Similar open cases
    Actions on cards:
    • Propose major case: The current case is proposed as a major issue.
    • Copy resolution notes: Copies resolution nodes from similar case to current case (does not copy resolution code).
    • Link case: The current case is linked as a child of the similar case.

    Any changes made to the current case and saved will trigger a refresh of the recommendations, checking for both new and obsolete recommendations.

    Plugins: The configuration for the similar case recommendation feature is included with the Customer Service plugin (com.sn_customerservice). The similar case recommendation feature has a dependency on Major Issue Management – activate the Major Issue Management plugin (com.sn_majorissue_mgt).

    For more info, see Similar case user actions