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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure Predictive Intelligence for case management

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

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Activate the Predictive Intelligence plugin and
enable the related system property and client script to use Predictive Intelligence with Customer Service Management.

## Before you begin

Role required: admin

## Procedure

1. Activate the Predictive Intelligence plugin (com.glide.platform_ml).
2. Enable the Enable/Disable the prediction for case property (sn_customerservice.case.mlpredictor.enable).
   1. Navigate to Customer ServiceAdministrationProperties.
   2. Enable the Enable/Disable the prediction for case check box.
   3. Click Save.
   {#agent-intelligence-csm-configure__substeps_p3c_bmd_13b}
3. Enable the Predict Case Values client script.
   1. Navigate to System DefinitionClient Scripts.
   2. Click Predict Case Values in the Client Scripts list.
   3. Enable the Active check box.
   4. Click Update.
   {#agent-intelligence-csm-configure__substeps_hzf_pmd_13b}

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