Summarization of similar cases CSM

[Gianluca7]

Hi,

I need to implement a use case which, upon receiving a new case, allows me to request a summary of the solution adopted for all resolved cases at the same location and in the same category for ‘similar’ issues. What can I use to implement this? Is it possible to combine Predictive Intelligence and the Now Assist skill? What is the best way to proceed?

Regards

[Anurag Tripathi]

This is the plugin, You can check if it is included in your license or not

[Gianluca7]

This is not covered by my lecense, can i use now assist skills for my use case?

[Anurag Tripathi]

Im not sure about that. 

[Dr Atul G- LNG]

https://www.servicenow.com/community/csm-articles/now-assist-for-csm-case-summarization/ta-p/3346546

[Dr Atul G- LNG]

HI @Gianluca7 

If you have any licence-related questions, the best approach is to speak to your Account Executive. ServiceNow is changing the licensing model soon, so it’s better to check with them and make decisions accordingly.