Update cases with missing field predictions

View the list of open cases for which the prediction of category, priority, or assignment group was skipped by the Agent Intelligence feature.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice_manager or admin

About this task

In the event that Agent Intelligence cannot predict one or more case attributes for a case, customer service agents and administrators can update this information after a case is created. For example, the short description might not include enough detail to make a prediction.


  1. Navigate to Customer Service > Cases > Cases Skipped by Agent Intelligence.
  2. Select a case from the list.
  3. Provide the missing information and click Update.