---
sourceDocument: Brazil Field Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Work order insights

# Work order insights powered by Predictive Intelligence {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use machine learning algorithms in the Predictive Intelligence feature to
recommend solutions for work orders.

Predictive Intelligence for Field Service Management enables you to train
predictive models and apply machine-learning solutions to your data. These solutions help you
find knowledge articles and similar work orders containing information to help resolve your
current issue.

## Example: Reuse Prior from Similar Work Order {#machine-learning-fsm__section_example_reuse_prior_from_similar_work_order}

A service technician opens a work order and needs to identify the right fix quickly
without spending time on diagnosis from scratch. Field Service Management surfaces
similar past work orders at the point of work, giving technicians access to prior fixes
and resolutions that can be applied immediately to complete the job faster.
{#machine-learning-fsm__table_reuse_prior_from_similar_work_order_process_flow__entry__3}

| Step | Actor | Action |
|-|-|-|
| 1 | Technician | Opens work order |
| 2 | System | Surfaces similar past work orders |
| 3 | Technician | Reviews prior fixes |
| 4 | Technician | Applies solution |
| 5 | Technician | Completes work faster |
| 6 | System | Retains knowledge for future work orders |
[ ]

{#machine-learning-fsm__table_reuse_prior_from_similar_work_order_process_flow}

## Key benefits {#machine-learning-fsm__section_gwb_wdm_hvb}

Predictive Intelligence solution definitions provide the following benefits to agents:

Decrease time to resolution
:
    * Use solution definitions to recommend similar work orders based on the information entered in the work order short description. These recommendations can help agents with case investigation and resolution.
    * Use solution definitions to recommend parts for completing the work order tasks based on the insights gathered from the work order tasks with similar short description.
    {#machine-learning-fsm__ul_p4z_12m_hvb}

Reduces error rates and costs
:   Use clustering solution to cluster similar work orders into topics based on the text provided in the short description field. For more information, see [View work order trends topics](https://www.servicenow.com/docs/gEgamtauu3hqp_hFz0vVeg "Analyze the backlog of support work orders and identify clusters of work orders that point to similar underlying issues by using Predictive Intelligence for Field Service Management.​").
**Related concepts**   

* [Configuring Predictive Intelligence for Field Service Management](https://www.servicenow.com/docs/~da~cW1K0PGePYchwE5fjg "Predictive Intelligence solution definitions helps assisting agents with various tasks.")
* [Predictive analytics: Work order insights](https://www.servicenow.com/docs/dgcPnS5eJ5HIYNLUoPA2ig#wo-trends "Resolve work orders more efficiently by using Predictive Intelligence for Field Service Management to identify work orders with similar issues. Each group of similar work orders represents a work order trends topic.")