How to activate predictive intelligence/ML, to ensure correct category is mapped to case

[Daniel R2]

Hi,

On our current project, when an email is sent from an external user, a case is created in servicenow.
However at the moment, when the cases are created, the category field is automatically set to --None-- and then the agent is required to change the category based on the details in the created case.

How can we activate predictive intelligence/machine learning, so that when a case is created via an external email, the category field is automatically populated to a relevant category instead of --None--

[Pavankumar_1]

Hi @Daniel R2 ,

refer below link

https://docs.servicenow.com/bundle/tokyo-now-intelligence/page/administer/predictive-intelligence/ta...

[Daniel R2]

@Pavankumar_1 - Thanks for the reply. 

I have recently watched a demo where the user goes to the predictive intelligence workbench and they are able to use the 'Predict Category for incoming Incidents' model.

Is there something similar available for cases?

[Pavankumar_1]

Hi @Daniel R2,

Yes we have predictive intelligence for CSM as well solutions like CSM Case Categorization, CSM Case Assignment. You can use the OOTB solutions and train the solutions and use it.

Install  Predictive Intelligence for Customer Service Management to use PI for CSM.

https://docs.servicenow.com/en-US/bundle/utah-customer-service-management/page/product/customer-serv...

Note: We cannot train solutions using Predictive Intelligence in PDI.

[Daniel R2]

@Pavankumar_1 Thanks again for the info 🙂 Once we have installed that plugin as well as the predictive intelligence workbench plugin. Should we expect to see OOTB solutions/model templates in the predictive intelligence workbench? Because we can not see anything in there and we was expecting to?