Demand Insights for Cases dashboard

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • The Demand Insights for Cases dashboard enables you as a customer service case manager to identify which cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such cases.

    The Predictive Intelligence for Knowledge Management plugin (com.snc.knowledge_ml) includes the Demand Insights for Cases dashboard. For more information, see Predictive Intelligence for Knowledge Management and Additional plugins for Knowledge Management.

    Figure 1. Demand Insights for Cases dashboard
    Demand Insights for Cases dashboard

    End user and roles

    End user and goal Required roles
    Customer service case manager: Needs to identify which cases don't have good knowledge coverage. sn_km_ml.knowledge_curation_user and sn_customerservice_manager

    Reports

    Title Type Description
    Candidate Knowledge Gaps for Case Pareto Chart Pareto report icon Displays data from the Knowledge Curation Task [kb_curation_task_cluster] table with the following conditions:

    Curation configuration = sn_customerservice_case AND Solution.Active = true