Update cases with missing field predictions

View the list of open cases for which the prediction of category, priority, or assignment group was skipped by the Predictive Intelligence feature.

Avant de commencer

Role required: sn_customerservice_agent, sn_customerservice_manager or admin

Pourquoi et quand exécuter cette tâche

In the event that Predictive Intelligence cannot predict one or more case attributes for a case, customer service agents and administrators can update this information after a case is created. For example, the short description might not include enough detail to make a prediction.

Procédure

1. Navigate to All > Customer Service > Cases > Cases Skipped by Predictive Intelligence.
2. Select a case from the list.
3. Provide the missing information and click Update.