Configure Predictive Intelligence for case management

  • Release version: Australia
  • Updated March 12, 2026
  • 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 Service > Administration > Properties.
      2. Enable the Enable/Disable the prediction for case check box.
      3. Click Save.
    3. Enable the Predict Case Values client script.
      1. Navigate to System Definition > Client Scripts.
      2. Click Predict Case Values in the Client Scripts list.
      3. Enable the Active check box.
      4. Click Update.