Predictive Intelligence for CSM solution definitions

Release version: Australia

Updated March 12, 2026

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Summary of Predictive Intelligence for CSM solution definitions

The Predictive Intelligence for Customer Service Management (CSM) allows organizations to leverage their instance records to create tailored solutions that enhance customer service operations. This functionality is available only when both Predictive Intelligence and CSM are active on the instance.

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Key Features

Solution Definitions: Templates for creating various predictive solutions, including:

CSM Case Assignment: Predicts the assignment group from the short description.
CSM Case Categorization: Predicts the category field based on the short description.
CSM Case Prioritization: Predicts the priority field from the short description.
Grouping of Cases into Topics: Clusters similar cases based on descriptions.
Similar Cases Recommendations: Suggests similar cases and knowledge articles that assist agents in resolution processes.
Major Issue Detector: Identifies major issues and recommends related cases.

Business Rules for Classification: Custom business rules can be created to enhance prediction and reporting behaviors specifically for case assignment, categorization, and prioritization.

Key Outcomes

By utilizing these predictive solutions, customers can improve the efficiency and effectiveness of case management. The solutions enable better case routing, categorization, and prioritization, ultimately leading to improved service delivery. Additionally, maintaining prediction accuracy through ongoing modifications and retraining ensures the solutions adapt to evolving business needs.

Use your instance records to build Customer Service Management specific solutions.

Solution definitions

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.

Table 1. Solution Definitions for Customer Service Management
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.
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.

Business rules for classification solutions

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.

Table 2. Business rules for Customer Service Management
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.

Upgrade Information

If your instance is running on the Kingston release and you are upgrading to the Australia 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.

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.