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Configure Predictive Intelligence with Agent Workspace

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Configure Predictive Intelligence with Agent Workspace

Enable Predictive Intelligence similarity solutions in Agent Assist to improve results when agents search for similar records. You can set and change an associated similarity threshold to ensure the quality of the solution results that are shown to the agent.

Before you begin

SeeImplement the initial setup and configuration for Predictive Intelligence on your instance.

Role required: admin


  1. Navigate to Predictive Intelligence > Classifications > Solution Definitions.
    You can also use the Agent Workspace Guided Setup Search > Predictive Intelligence (Machine Learning Solutions) > Configure
  2. Click New to create a new solution definition or open an existing solution definition that returns similar incidents.
  3. Click Save or Submit & Train.