on - edited on by
Steph Morillo
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As of the Vancouver release
Table of contents:
Getting Started
Task Intelligence and other solutions
Implementation & Troubleshooting
Getting Started
What workflows and what tables is Task Intelligence available for?
Currently, Task Intelligence is available for Customer Service Management (CSM Cases tables) and for IT Service Management (Incident table).
How is it licensed? Do I need to purchase additional licensing?
It’s available with CSM Pro or ITSM Pro, please check with your Account team to verify whether you are entitled or if you would like to get licensed.
How do I get started?
The two Quick Start Guides are the best places to start: see the Task Intelligence for CSM - Quick Start Guide and the Task Intelligence for ITSM - Quick Start Guide.
How can I try or demo Task Intelligence?
You can easily set up a simple use case in a sub-prod environment or in production in monitoring mode. Note that starting in Vancouver, Task Intelligence automatically activates a field prediction model in monitoring mode.
For our partners and Sales, there are also DemoHub narratives that provide an overview of the value. If you are a customer, reach out to your account team to get a demo.
Task Intelligence and other solutions
When should I use it over Predictive Intelligence Classification?
The classification model from Predictive Intelligence is more suited for teams that have knowledge of data science. Task Intelligence makes machine learning a turnkey solution.
Task Intelligence models are developed for specific use cases and are pre-trained on relevant data so they tend to be more accurate for their supported use cases.
Another difference is that Predictive Intelligence Classification only supports one language and one field at a time.
When should I use it over Predictive Intelligence Workbench?
Task Intelligence provides a guided experience for the end-to-end process and should be used for applicable use cases.
Limitations
Is it supported in Self-Hosted Environments?
No, see this KB.
Is it supported in ServiceNow Regulated Environments?
Yes, partially; refer to that KB article on Now Support.
Is it supported on my Personal Developer Instance (PDI)?
No.
Implementation & Troubleshooting
Where can I find best practices to implement Task Intelligence for CSM Email to Case?
The Task Intelligence - Email to Case - Implementation Guide is available on NowCreate.
Where can I learn more about which fields to choose when setting up a Case field prediction use case?
We dive deep into this subject in this Task Intelligence Case Field Prediction Start Guide. Note that the principles highlighted in this article can be used for ITSM Incidents.
Can I export my models to another instance?
You can export a model with the menu on the Task Intelligence Admin Console. Make sure the fields used in your model (Category, Priority or other) exist in the target instance.
Do I have to use Advanced Work Assignment (AWA)?
AWA is not required to use Task Intelligence, but it can help if additional rules are required such as routing based on skills. In that case, Task Intelligence can predict fields and skills and AWA handles the routing.
Should I work in sub-prod or prod?
When possible, consider working in production directly, in monitoring mode.
You can work in a sub-prod environment and then export your model via update sets.
On this note, if you work on a sub-prod environment, make sure the data in the tables used for input (cases or emails) reflects your prod instance, it’s up-to-date and all the fields are there.
Remember that the data is used to train the model, so the input is important in that process.
Setting up and testing the assignment logic (using AWA for example) should be done in sub-prod.
