How to use predictive intelligence and agent assistant

[americo]

Hi yall

I have set up predictive intelligence for a custom table and trained the solution which works now. However, I want to be able to use this in Agent Workspace and I'm not able to show similar records from this custom table in agent assistant. I have set up all pre configuration like Agent assist recommendation, similarity analyzer trend, contextual search, table configuration, agent assist declarative actions, etc. One thing I noticed is that in the contextual search context that I created for custom table configuration I can add additional resources but I cannot create a custom one besides the ones that come out of the box like incident , problem, etc. Is there a way to configure this for a custom table? ServiceNow docs says that you cannot create custom additional search resources. Have you been able to use agent assist in agent workspace with predictive intelligence for a custom table other than incident to display records? Bottom line is that I want to use custom tables in agent workspace and can't get agent assistant to display matching records from a custom table.

[M Lohith Datta]

Hi Laukik, I am also facing similar issue , any able to solve this issue ,please let me know

Thanks,

M Lohith Datta

[Lener Pacania1]

@M Lohith what is the issue?  As of Rome you can't add custom Similarity solutions to Agent Assist in Agent Workspace.  You have to use the out of the box similarity models (similar resolved, similar open, similar knowledge) . You can modify the out of the box PI similarity solutons filters, input fields, and re-train but you can't change the names as they are hard coded to the agent assist drop down.

[M Lohith Datta]

Hi Lener,

Actually, our main motto is that "If 10 or more incidents created with same location Name then one major incident should be created to that major incident these incidents with the same Location name should get attached as child incident " for this we are using PI but we are not getting any recommendation of Major Incident there in PI, so we just thought we can integrate agent assist with PI so that when an incident is selected in Agent Workspace at least there it will suggest a major incident based on the location name.

It would be great if we can connect on zoom call and speak so that our scenario can be worked, Kindly let me know if there is any chance that we can connect on ZOom call and Discuss this.

Thanks and Regards,

M Lohith Datta

[Lener Pacania1]

Hi M Lohith Datta, thanks for explaining you use case.  So you're trying to get Major Incident to pop like below ( in the below example I'm showing Major case firing in agent assist, but works the same for Major incident), correct?  You just want to use some different inputs such as location.

Did you try to modify the OOTB ml_sn_global_major_incident_recommendation by adding location name as part of the inputs and re-train? 

[M Lohith Datta]

HI Lener, 

Yes Lener I want the pop-up just like you showed in the Pic, but we are unable to get it in agent assist, I followed each and every step mentioned in the documentation and linked both trend and similarity solution but I am unable to get the Pop-Up. Yes I have tried The OOTB  ml_sn_global_major_incident_recommendation with location and also short Description but In both cases, I am not getting any pop-up of major incident linking.