With such a feature-rich, diverse platform, it can be hard to identify exactly where in the ServiceNow offering you are experiencing a problem. We heard your feedback that you want it to be easier and faster to get your Cases routed to the right team for help. We’ve updated the predictive solution with better options and enhanced machine learning to speed up the resolution process.
Here’s what you can expect
The predictive solution will select the best value it can. To take advantage of this change, the next time you create a Case, please describe your issue in as much detail as you possibly can. You can change the selected value if it doesn’t look like the right choice.
If the predictive solution doesn’t supply a value, you will be shown a short list of values to choose from – more like ten, less like the couple hundred shown previously. Note that some of the names have changed as well, as we’ve standardized our product values for greater clarity.
Additionally over the next few months, the richer data will improve the classifications even more.
Questions?
Review this knowledgebase article for an overview of how to create cases, including a look at the product / service classification.
We’re listening
Your feedback is the reason we’re improving this experience. Please continue sharing your thoughts with us in the comments box below.
