Train the similarity solution definition to find similar existing major cases

To enable finding related major cases in a cluster, you must first update and train the similarity solution definition.

Before you begin

Role required: admin

Activate the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml).

About this task

By default, a similarity solution definition for finding similar existing major cases in a cluster is already available. A similarity solution definition collects and compares your existing records to new similar records.

You can modify the fields, filters, update frequency, and training frequency.

Procedure

1. Navigate to All > Predictive Intelligence > Similarity > Solution Definitions.
2. In the Similarity Definitions list, search for and select the Major Issue Detector solution definition (ml_sn_global_major_issue_detector).
3. On the Similarity Definition form, verify the default field values.
   For more information about the Similarity Definition form fields, see Create and train a similarity solution.
4. Change the fields and filters, as required.
5. To change the frequency with which the model for similarity solution definition must be rebuilt, edit the Update Frequency field.
6. To change the frequency with which to include new records in the model for the similarity solution definition, edit the Training Frequency field.
7. In the Training Request Schedule related list, view the schedule for training the Major Issue Detector solution definition.
8. Click Update & Retrain.
9. Open the Major Issue Detector solution definition.
10. In the ML Solutions related list, view the training solution progress in the Progress column.
    Note:

    Alternatively, you can click the link for the solution in the Active column. On the ML Solution form, click the Show training progress related link to check the training solution progress.