Set up Predictive Intelligence to use machine language to research and create recommendations for issue resolutions automatically. Agent Assist works without Predictive Intelligence, which is an upgrade.

About this task

Agents use Agent assist to manually look up similar issues, related Knowledge Base articles, and related solutions. The pro version of Agent assist, powered by Predictive Intelligence, does all of that automatically.

When an agent opens a record, Agent Assist with Predictive Intelligence:

1. Looks for similar records.
2. Finds what is common among those records, such as a recommendation code of all the records point to the same Knowledge base article.
3. Displays the solutions as recommendations in Agent assist.

The top line beside the magnifying glass icon () shows the text researched, which is configurable but typically it's the short description field in the open record. Agent assist presents one or more recommendations. Agents can click the article to read more. To use the recommendation, agents click a link, which, in this example is Link to Problem. Links include:

• Attach—Attach the Knowledge Base article to the record and include the attachment in the Activity Stream.
• Propose major incident—Because many records report the same incident, the recommendation is to escalate the priority of fixing the issue.
• Link to change—Because many records appear to report the same problem because of a recent change, such as a software release, associate this record with the change, and propose the solution the similar records used.
• Link to problem—Associate this record with a common problem and propose the solution similar records used.

The following modules work together to configure predictions:

• Predictive intelligence and similarity (Predictive intelligence > Similarity > Solution Definitions)—A solution definition specifies what commonalities you're looking for in records, for example, all point to the same Knowledge Base article, or all incidents are related to the same software upgrade.
• Trend definitions (Similarity Analyzer > Trend definitions)—Defines how many records that have something in common constitute a trend, for example, six or more records pointing to the same Knowledge Base article constitutes a trend.

1. Define the commonalities you're looking for.
   1. Navigate to Predictive intelligence > Similarity > Solution Definitions) and click New.
   2. On the Solution Definition form, fill in the fields.

      Table 1. Solution definition

      Field	Description
      Solution template	Template for this form. Select the option that describes your commonality. Similarity template is the most generic template. Similar Incidents Template looks for incident records with similar short descriptions. Major Incident Template looks for incident records with similar short descriptions in the past 15 minutes.
      Word Corpus	Text that displays in Agent Assist that relates to the commonality defined in this form.
      Table	Table to look in for records.
      Fields	One or more fields in the records to examine for common values.
      Filters	Conditions that specify the commonality, for example, State is not Resolved + Severity is High + Short description contains build.
      Processing Language	Agent's language.
      Training Frequency	Suggestion how often to retrain the model so it doesn't go stale. This value is not enforced and does not automatically retrain the model.
      Refresh Frequency	Frequency used to run the model on the records to find commonalities.
      Label	Solution template name.
      Name	Read only
      Table to compare	Table to look in for similar records.
      Fields to compare	Fields in records to look in for similar values.

2. Specify what constitutes a trend.
   1. Navigate to Contextual Search > Agent Assist > Trend Definitions and click New.
   2. On the form, fill in the fields.

      Table 2. Trend Definition

      Field	Description
      Name	Trend name, for example, Common Change because you're looking for a similar change among records.
      Table	Table the records come from that have been defined as having values in common.
      Trend type	Commonality the trend is defined by. Options include: Common value—If more than the threshold number of records in the Table have the same value, it's a trend. For example, if six or more records have the same resolution code, it's a trend. Common reference—If more than the threshold number of records in the Table have the same reference to another table, it's a trend. For example, if at least the threshold number of records refer to the same Knowledge Base article, it's a trend. Common condition—If records have at least the threshold number of matching conditions, it's a trend. You might define six conditions for records. Threshold is the number of those conditions that should match to be considered a trend. For example, to detect major incidents, the conditions might be impact is high, creation date is within the past six hours, plus four more conditions. If records have at least the threshold number of matching conditions, there's a trend, for example, at least four of the six conditions must match for there to be a trend.
      Common field	Field in the table record to examine for common values.
      Application	Application that this component applies to. Global means that the component applies to all applications.
      Trend ID	Read only
      Order	Sequence order in which Agent Assist evaluates this trend. Trends are evaluated in order from the lowest to highest Order value.
      Threshold	Minimum number of records having this commonality. For example, if the value is 10, then 10 or more records must have the commonality to be considered a trend.
      Condition	Specifies when to show the notification, for example, State is not Resolved + Severity is High + Short description contains build. This field only appears when the Trend Type is Common Condition. You can create a condition that if this record was linked to a problem, you don't want to link it back to that problem.
      Reference type	Many-to-many (M2M) reference or one-to-one reference. An M2M reference is that many incidents can relate to a single record, and many records can relate to a single incident. Simple reference means there's a direct relationship between cause and change.
      M2M table	The many-to-many join of two tables. The table name must begin with m2m, for example, m2m_kb_task. This field only appears when the Trend type is Common reference.
      M2M from field	Specifies which field is referring to another table. This field only appears when the Trend type is Common reference.
      M2M to field	Specifies which field is being referred to from another table. This field only appears when the Trend type is Common reference.

      The following example says that a trend is defined by 6 or more (Threshold) resolution codes (Common field) having the same value (Trend type) in the incident table (Table).

      

      At this point, you've defined what a trend is. You haven't yet defined what action to take when there is a trend.

   3. Click Submit.
3. Match solution definitions with trends.
   In other words, if Trend A happens, recommend Solution A.
   1. Navigate to Agent Assist Recommendations and click New to connect solution definitions with a trend definitions.
   2. On the form, fill in the fields.

      Table 3. Agent Assist Recommendation

      Field	Description
      Name	Recommendation name.
      Table Configuration	Table to look for trends in.
      Source type	Select Predictive Intelligence unless you're writing a script that joins the trends with solutions.
      Solution Definition	Specify the solution definition to match with the trends you will subsequently list.
      Active	Toggle to make the recommendation active.
      Order	If there are multiple, possible recommendation, this value establishes the priority of this recommendation; the lower the value, the higher the recommendation.

   3. Right-click the form and click Save.
   4. On the Trend Recommendations related list, click New to associate a trend with the Solution Definition.
   5. On the form, fill in the fields.

      Table 4. Trend Recommendation

      Field	Description
      Name	Trend name.
      Agent Assist Recommendation	Prefills with the value you specified for the recommendation name.
      Trend definition	Select the trend definition you want to associate with this Solution Definition.
      Order	If you have multiple trends associated with this Solution Definition, the priority of this trend in that list. The lower the number, the higher it appears in the Related list.
      Recommendation title	Recommendation title that appears in Agent Assist.
      UI type	In the recommendation that displays in Agent Assist, display the record or a message, which you will enter.
      Primary Action	Select the Workspace Action to take, for example, Link to Problem.
      Additional Actions	Additional Workspace Actions to take. Click the lock icon () and then the Workspace Action icon () and use the slushbucket to select the actions to take. This field only displays with UI type is Record display.
      Recommendation message	Enter the message you want displayed in the Primary Action area of Agent Assist. This field only appears when UI type is Message display.
      Display Condition	Optionally specify conditions when this trend should use this Solution Definition.

      The following examples show when UI type is Message display and Record display.

      Message display	Record display

   6. Click Submit.