Predictive Intelligence for CSM solution definitions

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Predictive Intelligence for CSM Solution Definitions

    This content outlines the use of Predictive Intelligence in Customer Service Management (CSM) within the ServiceNow platform. It describes how to create solution definitions that enhance case management by leveraging predictive capabilities to improve case assignment, categorization, prioritization, and recommendations for similar cases and knowledge articles.

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    Key Features

    • Solution Definitions: Templates available for creating custom solutions that include:
      • CSM Case Assignment Classification
      • CSM Case Categorization Classification
      • CSM Case Prioritization Classification
      • Grouping of Cases into Topics
      • All Similar Cases and Recommended Open/Resolved Cases
      • Major Issue Detector
      • Similar Knowledge Articles
    • Business Rules: Applicable to case assignment, categorization, and prioritization, allowing for customization of prediction behaviors when cases are inserted or closed.
    • Upgrade Information: Guidance on creating new business rules when upgrading to the Xanadu release from Kingston.
    • Maintaining Prediction Accuracy: Strategies for managing prediction drift by retraining or modifying solutions to align with evolving business conditions.

    Key Outcomes

    By implementing these predictive solutions, ServiceNow customers can expect improved accuracy in case handling, faster resolution times, and enhanced service delivery through tailored recommendations and automated categorizations. This ultimately leads to better customer satisfaction and efficient use of resources in customer service operations.

    Use your instance records to build Customer Service Management specific solutions.

    Solution definitions

    These solution definitions are available as templates on instances where both Predictive Intelligence and Customer Service Management are active. Create your own solution definition records to customize the behavior.

    Table 1. Solution Definitions for Customer Service Management
    Solution Definition Solution Type Description
    CSM Case Assignment Classification Predicts the Assignment group field from the Short description.
    CSM Case Categorization Classification Predicts the Category field from the Short description.
    CSM Case Prioritization Classification Predicts the Priority field from the Short description.
    Grouping of Cases into Topics Clustering Clusters similar cases into topics based on the Short description.
    All Similar Cases Similarity Recommends similar cases based on the Short description that can help customer service agents with case investigation and resolution processes.
    Recommended Open Cases Similarity Recommends similar open cases based on the Short description.
    Recommended Resolved Cases Similarity Recommends similar resolved cases based on the Short description.
    Major Issue Detector Similarity Provides recommendations for major issues based on the Short description.
    • Recommends one or more major cases, if available.
    • Otherwise, recommends similar cases that are not linked as child cases to a major case.
    Similar Knowledge Articles Similarity Recommends similar knowledge articles by comparing the Text, Short description, and Description fields of knowledge articles to the Short description of the customer service case.
    Similar Knowledge Articles All Similarity Recommends similar knowledge articles by comparing the fields in the Knowledge View database view [sn_customerservice_knowledge_view] to the Short description of the customer service case.
    Note:
    This solution definition is used in the Auto-Responder feature. For more information, see Train the similarity solution for finding Auto-Responder notification content.

    Business rules for classification solutions

    These business rules apply only to the CSM Case Assignment, CSM Case Categorization, and CSM Case Prioritization solution definitions and are available only on instances where both Predictive Intelligence and Customer Service Management are active. Create your own business rules on the Case [sn_customerservice_case] table to customize prediction and reporting behaviors.

    Table 2. Business rules for Customer Service Management
    Business rule Table Description
    Default Case Based Prediction Case [sn_customerservice_case] Generates prediction results from the active Customer Service Management solutions. Runs when a case record is inserted.
    Update Prediction Results Case [sn_customerservice_case] Updates the solution precision and coverage statistics. Runs when a case record is closed.

    Upgrade Information

    If your instance is running on the Kingston release and you are upgrading to the Xanadu release:
    • Use the Default Case Based Prediction business rule template to create a new business rule. This rule includes a Solution variable that gets all active solutions retrieved by the findActiveSolution(solutionName) method.
    • In a global domain environment, use the solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule.
    • In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization.
    • The business rule template calls the applyPredictionForSolution() method to predict regardless of any changes to the default value.

    Maintaining prediction accuracy

    You can manage prediction drift by retraining, modifying, or creating new solutions to reflect changes in your business conditions. Test and modify your business rule over time to ensure it works as desired across multiple consumption points and user Personas.