Integrate with Customer Service Management

  • Release version: Zurich
  • Updated January 27, 2026
  • 2 minutes to read
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    Summary of Integrate with Customer Service Management

    Document Intelligence enhances Customer Service Management (CSM) by allowing the extraction of key information from email and case attachments, such as credit card numbers and customer addresses. With the Zurich release, it's important to note that Document Intelligence is being prepared for future deprecation; while it will still be supported, it will be hidden and not activated on new instances.

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    Key Features

    • Human In the Loop (HITL): Agents can review and correct extracted values directly from the Document Intelligence interface, helping to refine the model’s performance.
    • Use Case Creation: Customers can define specific use cases for extracting information from various document types, such as invoices.
    • Automated Data Extraction: If attachment types meet specified requirements, the system automatically pulls relevant data and populates case fields, depending on the extraction mode set (Fully automated, Auto-fill, or Recommendation).

    Key Outcomes

    By leveraging Document Intelligence with CSM, customers can streamline case management, improve data accuracy, and enhance overall operational efficiency. Agents benefit from the ability to validate and correct extracted information, contributing to ongoing model improvement. To enable this functionality, customers need to set the appropriate system properties and activate the necessary flows.

    Document Intelligence provides document extraction capabilities to Customer Service Management (CSM). Extract relevant information from email and case attachments, such as credit card numbers or customer addresses, and add that information to cases.

    Important:
    Starting with the Zurich release, Document Intelligence is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process article [KB0867184] in the Now Support Knowledge Base. Instead, you can extract information from documents using the Now Assist in Document Intelligence application. For more information, see Now Assist in Document Intelligence.

    Agents can review values for extracted fields and make corrections as needed by accessing the Document Intelligence interface directly from the case. From this interface, agents can confirm correct values, fix incorrect values, and continue to train the model. This Human In the Loop (HITL) interaction of verifying the recommended values enables agents to refine the model and continually improve performance.

    Create use cases that identify the information to extract from attachments, such as invoices, and automatically add that information to case fields, depending on the configuration. Labels identify the extracted fields on the case form.

    For more information, see Document Intelligence for CSM.

    How Document Intelligence works with CSM

    When a case is created, the Document Intelligence for CSM feature checks to see:
    • If the case has one or more attachments
    • If the attachment types are specified in the sn_csm_ml_task.case.docintel.parsing_supported_types system property
    If the case meets those requirements, the feature:
    • Identifies the right use case to use based on the case or case type and the use case filters.
    • Creates a task using the use case, the sys_id of each attachment, and the case reference.
    • Sends the task, attachment sys_ids, and case reference as inputs to the prediction model.
    • Uses optical character recognition (OCR) solutions to extract data from the documents.
    • Sets the status of the task to Done after the solution has completed.
    • If the extraction mode in the use case is set to Fully automated (straight through processing), the extracted field values are added to the case.
    • If the extraction mode is set to Auto-fill or Recommendation, the agent can validate the field values in the Document Intelligence interface.

    Enable Document Intelligence for CSM

    Set the system properties and activate the required flows to enable Document Intelligence for CSM.

    See Document Intelligence for Customer Service.