View similar case recommendations

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of View similar case recommendations

    The similar case recommendation feature in ServiceNow’s Customer Service Management enables agents to quickly identify cases similar to the one they are handling. By leveraging contextual search on a case’s short description, it generates a list of related open and resolved cases, including potential major issues. This accelerates problem resolution and improves case handling efficiency by providing relevant information and actionable recommendations.

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    Key Features

    • Similarity Search: Automatically finds up to three similar open and three similar resolved cases based on the current case’s description. The number of cases displayed is configurable.
    • Major Issue Identification: Suggests major cases related to the current case and allows agents to propose the current case as a major case candidate.
    • Agent Actions:
      • Copy resolution notes (excluding resolution codes) from similar resolved cases to the current case.
      • Link the current case as a child to a similar major or other case.
      • Propose the current case as a major issue for escalation.
    • Dynamic Updates: Recommendations refresh automatically when changes to the current case are saved to reflect new or obsolete suggestions.
    • Workspace Integration: Agents can access recommendations via the Recommendations tab and Suggested actions sub-tab in the workspace side panel.

    Practical Benefits for ServiceNow Customers

    • Speeds up case resolution by providing immediate access to relevant similar cases and their resolutions.
    • Improves case management with easy linking and escalation to major issues.
    • Enhances agent productivity by reducing manual search efforts.
    • Supports proactive major issue management, improving overall customer service quality.

    Configuration and Requirements

    The feature is included with the Customer Service plugin (com.sncustomerservice) and depends on the Major Issue Management plugin (com.snmajorissuemgt) being activated. Proper plugin activation is required to enable full functionality.

    The similar case recommendation feature allows customer service agents to quickly find similar cases that can provide helpful information about a current case. This feature can also provide recommendations about cases that may be related to major issues.

    By performing a contextual search based on a case’s short description, the system generates a list of similar records. This provides agents with a list of cases that are similar to the current case. These similar cases may provide helpful details or resolution information for the current case. Task Intelligence can also suggest potential major issues and major cases.

    With the similar case recommendation feature, customer service agents can:
    • Identify cases similar to the current case.
    • Copy resolution notes from resolved cases to the current case.
    • Link the current case to a similar case.
    • View a list of open and resolved cases similar to the current case and submit the current case as a major case candidate. Three similar open and resolved cases are displayed in the list of results.
    • View one or more similar major cases, that are displayed first in the list of results. Agents can use an available action and link the current case as a child to a major case.
    When using these similarity models in the workspace, the agent can open a case record, select the Recommendations tab in the contextual side panel, and then select the Suggested actions sub tab to see the following:
    • One for propose major case and one for similar major case card (if enabled).
    • Up to three similar open case cards (number of cards displayed is customer configurable).
    • Up to three similar resolved case cards (number of cards displayed is customer configurable).
    Order of cards displayed in Suggested actions:
    • Similar major case (if there is a major case)
    • Propose major case
    • Similar resolved cases
    • Similar open cases
    Actions on cards:
    • Propose major case: The current case is proposed as a major issue.
    • Copy resolution notes: Copies resolution nodes from similar case to current case (does not copy resolution code).
    • Link case: The current case is linked as a child of the similar case.

    Any changes made to the current case and saved will trigger a refresh of the recommendations, checking for both new and obsolete recommendations.

    Plugins: The configuration for the similar case recommendation feature is included with the Customer Service plugin (com.sn_customerservice). The similar case recommendation feature has a dependency on Major Issue Management – activate the Major Issue Management plugin (com.sn_majorissue_mgt).

    For more info, see Similar case user actions