Incident Management - Auto Resolution based on user input

[sondhal]

When a user submits an Incident via a Record Producer, the system should analyze the user’s input, identify the best-matching keywords, and retrieve the corresponding predefined resolution steps from a custom table. These resolution steps should then be added to the Incident’s Additional comments so the user can see recommended actions and proceed accordingly.

Please suggest a solution approach for this.

[fknell]

Hi @sondhal,

There is also a Now Assist skill available, that does exactly what you are looking for: Suggested steps generation 

Hope this helps!

[sondhal]

Hi @fknell , this is useful for agents, but our requirement is auto resolution by caller.

[PradeepReddyA]

Hi @sondhal 

You can write a business rule on insert on the custom table if the current record short description contains the matching keywords you can use includes method and get the resolution information from field and populate it into additional comments.

Have you already created an custom table instead you can use decision builder for this approach .

Hope that Helps!

[sondhal]

Hi @PradeepReddyA ,

Yes we have create a custom table to store the short description, Resolution comments.

And we are calculating the similarity score by following script, score is going below 0.1 if we add more words to short description as its checking the length.

function similarity(s1, s2) {
        // You need to declare 'a' and 'b' before using them in the filter function.
        // Example declaration:
        var a = []; // Initialize 'a' as an array
        var b = []; // Initialize 'b' as an array
        // Simple case-insensitive token overlap
        a = s1.toLowerCase().split(/\s+/);
        b = s2.toLowerCase().split(/\s+/);

        var matches = a.filter(function(word) {
            return b.indexOf(word) !== -1;
        });
		gs.print(matches+'------'+matches.length + '----' + Math.max(a.length, b.length));
        return matches.length / Math.max(a.length, b.length);
    }

    

 Is there any better way to tackle this? Please advise.

Thanks.

[PradeepReddyA]

Hi @sondhal ,

Instead of the custom table if you try to store the resolution comments and keywords using the decision builder in flow designer you can use it in the flow when the record is created then you can use the decision matches from the flow.This can be done only if you have some predefined keywords .

Another best way is to use the predictive intelligence and get the related details based on the same short description and you can get the resolution notes from the related incidents.

Hope that Helps!