Train the similarity solution for similar closed Universal Request

Train the Similar Closed Universal Request solution definition to identify and predict similar Universal Request that are closed based on the short description, description, and the assignment group of the Universal Request created. When an agent opens a universal request, similar closed universal requests can be searched in the Related Search section of the Universal Request record.

Before you begin

Role required: admin or sn_un_req.ur_admin

Ensure that you have installed Predictive Intelligence (com.glide.platform_ml) and Predictive Intelligence for (com.snc.universal_request.ml) plugins are activated.

This solution is available only if you enable the Enable to view similar closed Universal Request recommendations (sn_uni_req.similar_closed_universal_request) property. For more information on this property, see Universal Request properties.

Note:

A minimum of ten thousand records are needed to train the classifications.

Procedure

1. Navigate to All > Predictive Intelligence > Similarity > Solution Definitions.
2. In the Similarity Definitions list, search for and select the Similar Closed Universal Request (ml_x_snc_sn_uni_req_global_similar_closed_universal_request) solution.
3. On the form, verify the default field values and customize the solution as required.
   For more information about the Similarity Definition form fields, see Create and train a similarity solution.