Predictive Intelligence for CSM solution definitions

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Predictive Intelligence for CSM solution definitions

    Predictive Intelligence for Customer Service Management (CSM) enables your ServiceNow instance to leverage machine learning to enhance case handling processes. By using your instance records, you can implement predefined solution definitions or create custom ones to automate case assignment, categorization, prioritization, and recommend relevant cases or knowledge articles. These capabilities help improve service efficiency and accuracy.

    Show full answer Show less

    Solution Definitions

    Several solution templates are available when both Predictive Intelligence and Customer Service Management are active on your instance. These templates serve as starting points to predict and recommend based on the case short description and other relevant fields:

    • Classification solutions: Predict Assignment Group, Category, and Priority fields from the case short description.
    • Clustering solution: Groups similar cases into topics to identify common issues.
    • Similarity solutions: Recommend similar open or resolved cases, major issues, and related knowledge articles to assist agents in case investigation and resolution.
    • Auto-Responder integration: Uses similarity solutions to find suitable notification content.

    Business Rules for Classification Solutions

    Specific business rules support the classification solutions (Case Assignment, Categorization, Prioritization) on the sncustomerservicecase table:

    • Default Case Based Prediction: Automatically generates predictions when a new case is created.
    • Update Prediction Results: Updates solution precision and coverage statistics when a case is closed.

    You can customize these business rules to fit your prediction and reporting needs, especially in domain-separated environments such as MSPs.

    Upgrade Considerations

    When upgrading from the Kingston to the Zurich release, create a new business rule using the provided template that supports multiple active solutions and domain-specific configurations to ensure continuous prediction functionality.

    Maintaining Prediction Accuracy

    To sustain effective prediction results, regularly retrain and adjust your solutions to reflect evolving business conditions. Continuously test and refine business rules to ensure they meet the needs of different users and consumption points.

    Use your instance records to build Customer Service Management specific solutions.

    Solution definitions

    These solution definitions are available as templates on instances where both Predictive Intelligence and Customer Service Management are active. Create your own solution definition records to customize the behavior.

    Table 1. Solution Definitions for Customer Service Management
    Solution Definition Solution Type Description
    CSM Case Assignment Classification Predicts the Assignment group field from the Short description.
    CSM Case Categorization Classification Predicts the Category field from the Short description.
    CSM Case Prioritization Classification Predicts the Priority field from the Short description.
    Grouping of Cases into Topics Clustering Clusters similar cases into topics based on the Short description.
    All Similar Cases Similarity Recommends similar cases based on the Short description that can help customer service agents with case investigation and resolution processes.
    Recommended Open Cases Similarity Recommends similar open cases based on the Short description.
    Recommended Resolved Cases Similarity Recommends similar resolved cases based on the Short description.
    Major Issue Detector Similarity Provides recommendations for major issues based on the Short description.
    • Recommends one or more major cases, if available.
    • Otherwise, recommends similar cases that are not linked as child cases to a major case.
    Similar Knowledge Articles Similarity Recommends similar knowledge articles by comparing the Text, Short description, and Description fields of knowledge articles to the Short description of the customer service case.
    Similar Knowledge Articles All Similarity Recommends similar knowledge articles by comparing fields in the Knowledge View database view [sn_customerservice_knowledge_view] with the Short description of the customer service case.
    Note:
    This solution definition is used in the Auto-Responder feature. For more information, see Train the similarity solution for finding Auto-Responder notification content.

    Business rules for classification solutions

    These business rules apply only to the CSM Case Assignment, CSM Case Categorization, and CSM Case Prioritization solution definitions. The rules are available only on instances where both Predictive Intelligence and Customer Service Management are active. Create your own business rules on the Case [sn_customerservice_case] table to customize prediction and reporting behaviors.

    Table 2. Business rules for Customer Service Management
    Business rule Table Description
    Default Case Based Prediction Case [sn_customerservice_case] Generates prediction results from the active Customer Service Management solutions. Runs when a case record is inserted.
    Update Prediction Results Case [sn_customerservice_case] Updates the solution precision and coverage statistics. Runs when a case record is closed.

    Upgrade Information

    If your instance is running on the Kingston release and you are upgrading to the Zurich release:
    • Use the Default Case Based Prediction business rule template to create a new business rule. This rule includes a Solution variable that gets all active solutions retrieved by the findActiveSolution(solutionName) method.
    • In a global domain environment, use the solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule.
    • In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization.
    • The business rule template calls the applyPredictionForSolution() method to predict regardless of any changes to the default value.

    Maintaining prediction accuracy

    You can manage prediction drift by retraining, modifying, or creating solutions to reflect changes in your business conditions. Test and modify your business rule over time to verify it works as desired across multiple consumption points and user personas.