Configure the mapping of solution definitions with task tables

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read

    • Configure the combination of the task table and similarity and clustering solution definitions that are processed in a scheduled job for a task type. You can create another demand insights configuration or modify an existing configuration to define a scheduled job for demand insights.

    Before you begin

    This task describes the process for configuring a scheduled job.

    Instead of doing the configuration through this procedure, consider using a guided setup. Navigate to Knowledge > Administration > Guided Setup, click Get Started, and then scroll to the Knowledge Demand Insights section.

    Ensure that you have configured a similarity type and clustering type solution definitions for a task type. For more information, see Configure solution definitions to find gaps in a knowledge base.

    Role required: admin

    About this task

    A scheduled job for each task type runs business rules and then executes the similarity and clustering solution definitions. In the Demand Insights Configuration module, you configure the combination of the task table and similarity and clustering solution definitions that are processed in a scheduled job for a task type. This configuration is optional for customer service cases and incidents.
    Note:
    For task types other than customer service cases and incidents, a user with the admin role must also perform the following tasks:
    • Assign the sn_km_ml.knowledge_curation_user role and the appropriate roles for the task type to the users performing the knowledge gap analysis. To assign roles, perform the Assign knowledge curator roles guided setup task, which are available in the Knowledge Demand Insights section of the Knowledge Management guided setup.
    • Create a demand insights dashboard for the task type. To create a dashboard, see Create or configure a responsive dashboard.

    Procedure

    1. Navigate to All > Knowledge Demand Insights > Demand Insights Configuration.
    2. Configure the combination of the task table and similarity and clustering solution definitions that are processed in a scheduled job.
      • For customer service cases, select sn_customerservice_case.
      • For incidents, select incident.
      • For HR cases, select sn_hr_core_case.
      • For tasks other than customer service cases, incidents, and HR cases, click New to create another combination.
    3. On the KB curation configuration form, verify the default field values for customer service cases or incidents or fill in the values for a custom configuration.
      Table 1. KB curation configuration form
      Field Description
      Curation table Name of the table you want the data to pull information from. For example, for customer service cases, select Case [sn_customerservice_case] and for incidents select Incident [incident].
      Fields Fields in the curation table that include the ID of knowledge articles, for example, the knowledge article ID KB07276660 in the field resolution notes,
      Query condition Conditions for filtering the number of tasks from the curation table. You can create conditions using the condition builder (see Condition builder).
      Similarity solution definition Similarity solution definition for your task type. For example, for customer service cases, select Demand Insights: Similar Cases and Knowledge.
      Clustering solution definition Clustering solution definition for your task type. For example, for customer service cases, select Demand Insights: Case Clusters Need Knowledge.
    4. Click Update for incidents or customer service cases or Submit to save a custom configuration.

    What to do next

    Set the frequency of the scheduled job for your task. For more information, see Set the frequency of knowledge gap analysis.