Create a model to predict similar cases

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Create a Model to Predict Similar Cases

    This guide outlines the steps to set up and customize a model for predicting similar cases in customer service using the Task Intelligence for Customer Service (CSM) platform. It includes pre-requisites, activation of features, and recommendations for enabling suggested actions for agents.

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    Key Features

    • Base System Models: The platform includes three pre-configured models: Major Case Identifier, Similar Open Cases, and Similar Resolved Cases.
    • Major Issue Management Plugin: This plugin must be installed to access recommendations related to major case identifiers.
    • Recommended Actions Feature: This allows agents to view actionable recommendations directly on case pages.

    Key Outcomes

    By following this guide, ServiceNow customers will be able to:

    • Activate and utilize models for identifying similar cases, enhancing case management efficiency.
    • Enable recommendations for agents on the front line and CSM default record pages, leading to improved decision-making.
    • Customize and edit models for specific business requirements, ensuring tailored insights for case handling.

    Implementing these features allows for better management of customer service cases, streamlining workflows, and providing agents with valuable insights to resolve issues efficiently.

    Test and edit the pre-trained similar cases model for predicting similarity in customer service cases and create a model for custom cases.

    Pre-requisites
    Role required: ml_admin, ti_admin
    About this task
    Base system models: Task Intelligence for Customer Service includes three base system models for predicting similar records for cases:
    • Major Case identifier
    • Similar Open Cases
    • Similar Resolved Cases
    To get recommendations for a major case identifier that includes propose major cases and similar major cases, install the Major Issue Management plugin plugin and activate the feature as needed to get recommendations. When you install the Task Intelligence for CSM plugin in your production instance, the plugin automatically installs and trains the similar open cases, similar resolved cases, and major case identifier models using your data. These models are then auto-deployed. The similar open case and similar resolved case models show predictions on recommended actions on case form. However, recommendations aren’t enabled for the major case identifier model in the base system.

    Steps to activate Major Case identifier recommendation

    1. Navigate to All > Recommended Actions > Recommendations..
    2. Select Propose major issue under the Application scope Task Intelligence for Customer Service.

    3. Check the Active check box.

    4. Select Update.

      Repeat the steps for Similar major cases.

    Note:

    Propose major issue and similar major cases are inactive in the base system.

    Enable Suggested Actions on the front line case page record

    Before you begin
    Role required: workspace_admin, ui_builder_admin, ti_admin, next_best_action_author
    Recommended Actions component should be added to the specific record page. (Front line or CSM default record page)
    About this task
    To enable Suggested Actions tab, the admin should activate the Recommended actions feature on two specific pages: Front line case page and CSM default record page. Once activated, agents can view the recommendations on these pages.
    Note:
    For CSM default record page, first wire Recommended actions on this CSM default record page first, and then enable the Suggested Actions tab in UIB via the component property.
    To enable Suggested Actions feature in the Recommended Actions component, follow the following steps:
    1. Navigate to All> Now Experience Framework >Experiences.
    2. Select the UX application CSM/FSM Configurable Workspace.
    3. Select Open in UI Builder.
    4. Navigate to Record under Pages and variants.
    5. Select Front-line Case page.
      Note:
      Verify that you are in the accurate scope to be able to edit.
    6. Select Recommended Actions 1 under the Tabs.
    7. In the Configure tab, turn off the toggle for Hide recommended actions.
    8. Select Save.

    By following these steps, you successfully activate the Recommended Actions feature, enabling agents to view suggestions under Recommendations in the CSM/FSM Configurable Workspace. When you open a case, you find the recommendations section with two tabs: Search and Suggested Actions. The recommendations are displayed under Suggested Actions.

    Enable Recommended actions in the CSM default record page

    1. Navigate to All.
    2. In the search box, enter sys_ux_screen_condition.list and press enter.
    3. Select the filter icon, enter [Screen] [contains] [Recommeded Actions default] and [Application] [is] [Recommeded Actions], and select Run.
    4. Select the true link under Active.
    5. On the UX Screen Condition page in the Script, replace the return value with true.
    6. Select Update.

    Result: On opening a case, the recommendations section with two tabs: Search and Suggested Actions is displayed. The recommendations are displayed under Suggested Actions.

    Find out how to Create a custom similar case model, Edit a model, and Export a model