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--
