Similar case recommendation

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

    • The Similar Case Recommendation feature enables customer service agents to quickly locate similar cases that offer valuable insights into the current issue.

    This feature also suggests cases that might be related to major problems, helping agents provide more informed and efficient support.

    With the Similar Case Recommendation feature, agents can:
    • Identify similar cases.
    • Copy resolution notes from resolved cases.
    • Link the current case to a similar one.
    • View and submit the current case as a major case candidate. The system displays three similar open and resolved cases.
    • View similar major cases first and link the current case as a child to a major case.
    When using similarity models in the workspace, the agent can:
    1. Open a case record.
    2. Select the Recommendations tab in the contextual side panel.
    3. Choose the Suggested Actions sub-tab to see:
      • A card to propose a major case and a card for similar major cases (if enabled).
      • Up to three similar open case cards (customer-configurable).
      • Up to three similar resolved case cards (customer-configurable).

    For more info, see View similar case recommendations