Create a model to predict similar cases

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Create a model to predict similar cases

    This feature in ServiceNow’s Task Intelligence for Customer Service (CSM) allows you to leverage pre-trained machine learning models to predict and recommend similar customer service cases. It supports identifying related open and resolved cases, as well as major cases, enabling agents to find relevant case information quickly and improve resolution efficiency.

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    The Zurich release introduces capabilities to test, edit, and create custom similar case models tailored to your organization’s data.

    Key Features

    • Base System Models: Includes three key models—Major Case Identifier, Similar Open Cases, and Similar Resolved Cases—that are automatically installed, trained, and deployed when you install the Task Intelligence for CSM plugin.
    • Major Case Recommendations: To get recommendations for major cases, you must install and activate the Major Issue Management plugin and enable the “Propose major issue” and “Similar major cases” recommendations, which are inactive by default.
    • Recommended Actions Activation: Agents can view suggested actions on case forms via the Recommended Actions component, which must be added and activated on frontline and CSM default record pages.
    • UI Configuration: Enabling Suggested Actions requires workspace and UI builder admin roles to configure the CSM/FSM Configurable Workspace in the Now Experience Framework, ensuring the Recommended Actions tab is visible and active.
    • Custom Model Management: Beyond using system-provided models, you can create, edit, and export custom similar case models for your specific use cases and data.

    Practical Steps for ServiceNow Customers

    • Role Prerequisites: Ensure you have roles such as mladmin, tiadmin, workspaceadmin, and uibuilderadmin to manage models and UI configurations.
    • Enable Major Case Recommendations: Navigate to Recommended Actions in the Task Intelligence for Customer Service scope to activate major case recommendation features after installing the necessary plugin.
    • Configure Recommended Actions UI: Use UI Builder to add and activate the Recommended Actions component on frontline and default CSM record pages, enabling agents to access Suggested Actions directly on case forms.
    • Verify Active Conditions: Update UX screen conditions to ensure the Recommended Actions tab is always shown by modifying the relevant script return values.

    Benefits for ServiceNow Customers

    • Accelerate case resolution by automatically surfacing similar open and resolved cases.
    • Identify and manage major cases more effectively through specialized recommendations.
    • Empower agents with contextually relevant suggested actions embedded in their workspace.
    • Customize models to reflect unique organizational data, improving the accuracy and relevance of recommendations.

    Test and edit the pre-trained similar cases model for predicting similarity in customer service cases and create a model for custom cases.

    Pre-requisites
    Role required: ml_admin, ti_admin
    About this task
    Base system models: Task Intelligence for Customer Service includes three base system models for predicting similar records for cases:
    • Major Case identifier
    • Similar Open Cases
    • Similar Resolved Cases
    To get recommendations for a major case identifier that includes propose major cases and similar major cases, install the Major Issue Management plugin plugin and activate the feature as needed to get recommendations. When you install the Task Intelligence for CSM plugin in your production instance, the plugin automatically installs and trains the similar open cases, similar resolved cases, and major case identifier models using your data. These models are then auto-deployed. The similar open case and similar resolved case models show predictions on recommended actions on case form. However, recommendations aren’t enabled for the major case identifier model in the base system.

    Steps to activate Major Case identifier recommendation

    1. Navigate to All > Recommended Actions > Recommendations.
    2. Select Propose major issue under the Application scope Task Intelligence for Customer Service.

    3. Check the Active check box.

    4. Select Update.

      Repeat the steps for Similar major cases.

    Note:

    Propose major issue and similar major cases are inactive in the base system.

    Enable Suggested Actions on the front line case page record

    Before you begin
    Role required: workspace_admin, ui_builder_admin, ti_admin, next_best_action_author
    Recommended Actions component should be added to the specific record page. (Front line or CSM default record page)
    About this task
    To enable Suggested Actions tab, the admin should activate the Recommended actions feature on two specific pages: Front line case page and CSM default record page. Once activated, agents can view the recommendations on these pages.
    Note:
    For CSM default record page, first wire Recommended actions on this CSM default record page first, and then enable the Suggested Actions tab in UIB via the component property.
    To enable Suggested Actions feature in the Recommended Actions component, follow the following steps:
    1. Navigate to All> Now Experience Framework >Experiences.
    2. Select the UX application CSM/FSM Configurable Workspace.
    3. Select Open in UI Builder.
    4. Navigate to Record under Pages and variants.
    5. Select Front-line Case page.
      Note:
      Verify that you are in the accurate scope to be able to edit.
    6. Select Recommended Actions 1 under the Tabs.
    7. In the Configure tab, turn off the toggle for Hide recommended actions.
    8. Select Save.

    By following these steps, you successfully activate the Recommended Actions feature, enabling agents to view suggestions under Recommendations in the CSM/FSM Configurable Workspace. When you open a case, you find the recommendations section with two tabs: Search and Suggested Actions. The recommendations are displayed under Suggested Actions.

    Enable Recommended actions in the CSM default record page

    1. Navigate to All.
    2. In the search box, enter sys_ux_screen_condition.list and press enter.
    3. Select the filter icon, enter [Screen] [contains] [Recommeded Actions default] and [Application] [is] [Recommeded Actions], and select Run.
    4. Select the true link under Active.
    5. On the UX Screen Condition page in the Script, replace the return value with true.
    6. Select Update.

    Result: On opening a case, the recommendations section with two tabs: Search and Suggested Actions is displayed. The recommendations are displayed under Suggested Actions.

    Find out how to Create a custom similar case model, Edit a model, and Export a model