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

[Gianluca7]

No it is not a license issue, I need to perform this use case using Now Assist:

"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."

How can I do it?

[Tanushree Maiti]

Hi @Gianluca7 ,

This is not just use case of Now Assist (Summarization). it is part of use case (Similarity)of Predictive intelligence as well.

With both combo, you can try. It would be a complex customization.

Just an idea:

Train Similarity Model (Predictive Intelligence):

• Navigate to Predictive Intelligence > Similarity > Similar Cases.
• Create a solution definition that filters on the Case table.
• Set input fields to Description and Short Description.
• Configure the training set to only include Resolved cases to ensure only successful solutions are surfaced.
• Add filters for Location and Category in the solution definition to narrow down findings to the specific context.

Refer: Similar case recommendations 

Implement Case Summarization (Now Assist):

• Utilize Now Assist for CSM to generate a summary of the resolution notes from the top similar cases.
• Configure the Summarization skill to automatically summarize the identified similar cases when a new case is opened.
• This can be configured as a UI Action ("Summarize") or a Proactive Prompt, presenting a single, AI-generated summary of the best resolution

[rpriyadarshy]

@Gianluca7  what you are looking for is Available OOTB using Agentic Workflow.

Agentic Workflow Name- Generates Resolution Plan

It Works for ITSM Incidents & CSM Cases.

How Does it Work-->

Gather Necessary Information from The Record

Find Similar Cases/Incs and KBs to extract the Best Possible Resolution Steps

Consolidate and Summarize all Content and Generate a CRISP Resolution Steps

Regards

RP

[Gianluca7]

Hi,

where can i find this agentic workflow? Is it full OOTB and how can i use it for my use case?