--- 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 --- # Predictive Intelligence for CSM solution definitions # Predictive Intelligence for CSM solution definitions {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Predictive Intelligence for CSM solution definitions Predictive Intelligence for Customer Service Management (CSM) enables your ServiceNow instance to leverage machine learning to improve case handling and knowledge management. It uses your instance records to build CSM-specific predictive and similarity solutions, helping to automate case assignment, categorization, prioritization, and enhance case resolution through recommending similar cases and knowledge articles. Show full answer Show less These solution definitions are provided as templates when both Predictive Intelligence and Customer Service Management are active on your instance. You can create and customize your own solution definitions to tailor behavior to your specific needs. ## Key Features * **Classification Solutions:** Predict key case fields based on the short description: * CSM Case Assignment -- predicts Assignment group * CSM Case Categorization -- predicts Category * CSM Case Prioritization -- predicts Priority * **Clustering:** Groups similar cases into topics based on short descriptions to identify patterns and common issues. * **Similarity Solutions:** Recommend cases and knowledge articles similar to the current case for faster investigation and resolution: * All Similar Cases * Recommended Open Cases * Recommended Resolved Cases * Major Issue Detector -- identifies major issues and related cases * Similar Knowledge Articles -- compares case short description with knowledge article fields * Similar Knowledge Articles All -- used in Auto-Responder feature for notification content * **Business Rules for Classification:** Default business rules exist for classification solutions to generate and update prediction results when cases are inserted or closed. You can customize these rules on the Case \[sncustomerservicecase\] table to refine prediction behaviors and reporting. ## Key Outcomes * Automate case assignment, categorization, and prioritization to improve agent efficiency. * Provide agents with relevant similar cases and knowledge articles to accelerate case resolution. * Identify and recommend major issues proactively, helping to manage critical incidents. * Maintain and improve prediction accuracy over time by retraining and customizing solutions to adapt to changing business conditions. * Support domain-separated environments with customizable business rules, especially useful in MSP or multi-domain setups. ## Upgrade and Maintenance Notes When upgrading from the Kingston to the Brazil release, create a new Default Case Based Prediction business rule using the provided template. Adjust for global or domain-separated environments as necessary. Continually test and update your business rules and solutions to ensure they meet evolving business needs and maintain prediction accuracy. Use your instance records to build Customer Service Management specific solutions. ## Solution definitions {#predictive-intelligence-for-csm__section_ifk_n1t_kbb} These solution definitions are available as templates on instances where both Predictive Intelligence and Customer Service Management are active. Create your own solution definition records to customize the behavior. {#predictive-intelligence-for-csm__table_bdh_nzs_kbb__entry__3} | Solution Definition | Solution Type | Description | |-|-|-| | CSM Case Assignment | Classification | Predicts the Assignment group field from the Short description. | | CSM Case Categorization | Classification | Predicts the Category field from the Short description. | | CSM Case Prioritization | Classification | Predicts the Priority field from the Short description. | | Grouping of Cases into Topics | Clustering | Clusters similar cases into topics based on the Short description. | | All Similar Cases | Similarity | Recommends similar cases based on the Short description that can help customer service agents with case investigation and resolution processes. | | Recommended Open Cases | Similarity | Recommends similar open cases based on the Short description. | | Recommended Resolved Cases | Similarity | Recommends similar resolved cases based on the Short description. | | Major Issue Detector | Similarity | Provides recommendations for major issues based on the Short description. * Recommends one or more major cases, if available. * Otherwise, recommends similar cases that are not linked as child cases to a major case. {#predictive-intelligence-for-csm__ul_wz1_r3x_2gb} | | Similar Knowledge Articles | Similarity | Recommends similar knowledge articles by comparing the Text, Short description, and Description fields of knowledge articles to the Short description of the customer service case. | | Similar Knowledge Articles All | Similarity | Recommends similar knowledge articles by comparing fields in the Knowledge View database view \[sn_customerservice_knowledge_view\] with the Short description of the customer service case. Note: This solution definition is used in the Auto-Responder feature. For more information, see [Train the similarity solution for finding Auto-Responder notification content](https://www.servicenow.com/docs/xAqsM860gd5Pbnl8t09Qtw "Update and train a similarity solution definition to enable the Auto-Responder feature to suggest content by comparing the short description of a customer service case with those of existing knowledge articles."). | [Table 1. Solution Definitions for Customer Service Management] {#predictive-intelligence-for-csm__table_bdh_nzs_kbb} ## Business rules for classification solutions {#predictive-intelligence-for-csm__section_mtl_41t_kbb} These business rules apply only to the CSM Case Assignment, CSM Case Categorization, and CSM Case Prioritization solution definitions. The rules are available only on instances where both Predictive Intelligence and Customer Service Management are active. Create your own business rules on the Case \[sn_customerservice_case\] table to customize prediction and reporting behaviors. {#predictive-intelligence-for-csm__table_fjk_q1t_kbb__entry__3} | Business rule | Table | Description | |-|-|-| | Default Case Based Prediction | Case \[sn_customerservice_case\] | Generates prediction results from the active Customer Service Management solutions. Runs when a case record is inserted. | | Update Prediction Results | Case \[sn_customerservice_case\] | Updates the solution precision and coverage statistics. Runs when a case record is closed. | [Table 2. Business rules for Customer Service Management] {#predictive-intelligence-for-csm__table_fjk_q1t_kbb} Upgrade Information If your instance is running on the Kingston release and you are upgrading to the Brazil release: * Use the Default Case Based Prediction business rule template to create a new business rule. This rule includes a Solution variable that gets all active solutions retrieved by the findActiveSolution(solutionName) method. * In a global domain environment, use the solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule. * In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization. * The business rule template calls the applyPredictionForSolution() method to predict regardless of any changes to the default value. {#predictive-intelligence-for-csm__ul_u4v_g2y_1fb} Maintaining prediction accuracy You can manage prediction drift by retraining, modifying, or creating solutions to reflect changes in your business conditions. Test and modify your business rule over time to verify it works as desired across multiple consumption points and user personas. **Related concepts** * [Similar case/recommendation](https://www.servicenow.com/docs/IcFE3yFcArg2kOl29hIsEA "The similar case recommendation feature enables customer service agents to easily find similar cases that can provide helpful information about a current case. This feature can also provide recommendations about cases that may be related to major issues.")