Trending case topics

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

    • Resolve cases more efficiently and proactively using Predictive Intelligence to identify clusters of cases with similar issues and pinpoint factors that drive up case volume. Each cluster of cases represents a trending case topic.

    Using trending case topics has the following benefits: ​
    • Increase manager productivity: Quickly identify clusters of cases that point to similar underlying issues and act to resolve them.
    • ​​Improve customer experience: Proactively resolve issues by analyzing patterns in customer service data.​
    • Enhance operational excellence: Reduce the backlog of open cases by resolving similar cases at once.​
    System administrators train solution definitions to cluster similar cases and identify similar major cases for the clustering.

    Major issue managers use trending case topic lists to analyze the backlog of cases. Using the lists, they can quickly identify any existing major cases that the backlog could be linked to or create a new major case.

    Activation information

    The trending case topics feature requires the Predictive Intelligence for CSM (com.snc.csm_ml) plugin and the Major Issue Management (com.sn_majorissue_mgt) plugin.