Auto Populate Category and SubCategory when Case is submitted on the Portal

[Bravemouth]

On CSM Portal, when the customer submit the case based on the Short Description, Product, Install Base selction when the case is submitted - Can the Category and SubCategory be auto selected using the intelligence of the system?

[Mark Manders]

Yes, but it is depending on what kind of intelligence your system has, because it will need to be trained. You aren't sharing any details on what you have installed or are entitled to.

So it can be anything from using AI to simply setting up a flow/script to select the correct (sub)category on the input from the user.

[Bravemouth]

If we are launching new by migrating from other CSM system, what is the best practice to build the intelligence for Day 1. Could we import from old systems? How is the intelligence built internally in ServiceNow? 

Assuming we are 4 weeks down the line (enough to get some live data), do we have OOB features in CSM to auto set up the Category / Sub Category?

[Mark Manders]

If you want to leverage anything like PI (and that is just assuming you have PI), you will need a lot more records to train the model(s) on. 

If you have 'just' CSM, without any AI/PI config, you have to create the logic yourself (or at least the solution, because you already have the logic in your old system).