I am working on building out or Predictive Intelligence and Recommendations settings to provide recommendations for our agents when using the Service Operations Workspace and working INC's. We are getting recommendations when they meet our thresholds and conditions, but it feels a bit cumbersome to use right now. I opened a Now Support ticket and after looking through settings and seeing how things are functioning, I was told they are working as intended.
Here's what I have right now. We have recommendations coming in on the Assignment group field. This works, but only if the field is empty or the same as the top recommendation (current requirement is only the top recommendation shows).
An INC isn't going to get into the queue without an Assignment group filled in. So, if our default Assignment group isn't the top recommendation, it gives us no predictions.
Not as important right now, but we have the same experience with recommendations on the Service field
I can create documentation to help train our agents to understand this but was wondering if there is anyone else who ran into this and came up with an easier way for their agents to use the system.
It feels like this behavior should be flipped.
