Update cases with missing field predictions

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • View the list of open cases for which the prediction of category, priority, or assignment group was skipped by the Predictive Intelligence feature.

    Before you begin

    Role required: sn_customerservice_agent, sn_customerservice_manager or admin

    About this task

    In the event that Predictive Intelligence cannot predict one or more case attributes for a case, customer service agents and administrators can update this information after a case is created. For example, the short description might not include enough detail to make a prediction.

    Procedure

    1. Navigate to All > Customer Service > Cases > Cases Skipped by Predictive Intelligence.
    2. Select a case from the list.
    3. Provide the missing information and click Update.