Configure a resource generator for providing a similar major case to the current case

Configure a resource generator of type similarity with trend that provides a similar major case to the current case.

Before you begin

• Ensure Predictive Intelligence is active and set up on your instance. See Install Predictive Intelligence.
• Ensure you have a Predictive Intelligence subscription.
• Train the Major issue detector similarity solution with the existing customer cases. For more information, see Create and train a similarity solution.
• Create a trend definition with the name Major issue trends to define how many records that have something in common constitute a trend, for example, six or more records with common field values.

Role required: sn_nb_action.next_best_action_author, sn_nb_action.resource_generator_author, admin

Procedure

1. Navigate to All > Recommended Actions > Resource Generators.
2. Select New from the Resource Generators list.
3. In the Name field, enter Similar major case.
4. In the Context field, select Case context.
5. In the Generator type field, select Similarity with Trend.
6. Save the record to display the generator inputs.
7. On the Generator input form, fill in the fields.

   Field	Action
   Similarity definition	Select the similarity solution, Major Issue Detector.
   Trend definition	Select the trend definition, Major issue trends.

8. Select Update.