---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Predictive Intelligence for case management

# Predictive Intelligence for case
management {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Assist agents with case creation by requiring a minimum of information, such as the
short description, and predicting values for the category, priority, and assignment group.

From either Agent Workspace or the platform interface, agents can use this feature when
creating cases by providing the short description. Based on the information entered in the
Short description field, the [Predictive Intelligence](https://www.servicenow.com/docs/access?context=predictive-intelligence&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) feature predicts the category, priority, and assignment group, and
routes the case to the correct queue.

## Plugin {#agent-intelligence-case-mgmt__section_jgs_pps_jkb}

The Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml)
provides Predictive Intelligence capabilities for Customer Service Management. This plugin
enables customers to leverage machine learning algorithms for searching related cases in
CSM. This plugin requires:

* Customer Service (com.sn_customerservice)
* Predictive Intelligence for Contextual Search (com.snc.contextual_search_ml)

{#agent-intelligence-case-mgmt__ul_dff_qps_jkb}

The Predictive Intelligence for Customer Service Management plugin is activated
automatically for new Orlando customers. Existing customers upgrading to the Orlando release
must manually activate this plugin.

## Solution definitions {#agent-intelligence-case-mgmt__section_lq2_54q_zhb}

Predictive Intelligence includes the following solution definitions for case management:

* CSM Case Categorization
* CSM Case Assignment
* CSM Case Prioritization
{#agent-intelligence-case-mgmt__ul_f13_hs4_lbb}

A solution definition predicts one or more output fields based on a configured input field.
At least one solution definition must be active to use Predictive Intelligence with Customer Service Management.

For more information, see [Predictive
Intelligence for CSM solution definitions](https://www.servicenow.com/docs/exsXp~ZOslRq9SGT1oqokg "Use your instance records to build Customer Service Management specific solutions.").

## Business rules {#agent-intelligence-case-mgmt__section_ymp_brq_zhb}

Predictive Intelligence also includes business rules for Customer Service Management:

* Default Case Based Prediction
* Update Prediction Results
{#agent-intelligence-case-mgmt__ul_y4b_3tq_zhb}

For more information, see [Predictive
Intelligence for CSM solution definitions](https://www.servicenow.com/docs/exsXp~ZOslRq9SGT1oqokg "Use your instance records to build Customer Service Management specific solutions.").

## Extension points {#agent-intelligence-case-mgmt__section_tcr_ttq_zhb}

The Predictive Intelligence feature for Customer Service Management includes the CSMPredictionService extension point. This extension point contains a method that returns the following information:

* The list of solution definitions that are used to predict field values during case creation.
* The treatment of the predicted fields based on the values of the input fields.
{#agent-intelligence-case-mgmt__ul_cty_xtq_zhb}

The system administrator can use this extension point to customize the solution
definitions.