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    Home Orlando Now Platform Capabilities Now Platform capabilities Knowledge Management Knowledge demand insights Demand Insights for Cases dashboard

    Demand Insights for Cases dashboard

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    Demand Insights for Cases dashboard

    The Demand Insights for Cases dashboard enables you as a customer service case manager to identify which cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such cases.

    The Predictive Intelligence for Knowledge Management plugin (com.snc.knowledge_ml) includes the Demand Insights for Cases dashboard. For more information, see Predictive Intelligence for Knowledge Management and Additional plugins for Knowledge Management.

    Figure 1. Demand Insights for Cases dashboard
    Demand Insights for Cases dashboard

    End user and roles

    End user and goal Required roles
    Customer service case manager: Needs to identify which cases don't have good knowledge coverage. sn_km_ml.knowledge_curation_user and sn_customerservice_manager

    Reports

    Title Type Description
    Candidate Knowledge Gaps for Case Pareto Chart Pareto report icon Displays data from the Knowledge Curation Task [kb_curation_task_cluster] table with the following conditions:

    Curation configuration = sn_customerservice_case AND Solution.Active = true

    Related concepts
    • Pareto chart for Knowledge Demand Insights
    • Knowledge demand insights

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      Demand Insights for Cases dashboard

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Demand Insights for Cases dashboard

      The Demand Insights for Cases dashboard enables you as a customer service case manager to identify which cases have no or insufficient knowledge coverage. You can then create feedback tasks for knowledge gaps to deflect such cases.

      The Predictive Intelligence for Knowledge Management plugin (com.snc.knowledge_ml) includes the Demand Insights for Cases dashboard. For more information, see Predictive Intelligence for Knowledge Management and Additional plugins for Knowledge Management.

      Figure 1. Demand Insights for Cases dashboard
      Demand Insights for Cases dashboard

      End user and roles

      End user and goal Required roles
      Customer service case manager: Needs to identify which cases don't have good knowledge coverage. sn_km_ml.knowledge_curation_user and sn_customerservice_manager

      Reports

      Title Type Description
      Candidate Knowledge Gaps for Case Pareto Chart Pareto report icon Displays data from the Knowledge Curation Task [kb_curation_task_cluster] table with the following conditions:

      Curation configuration = sn_customerservice_case AND Solution.Active = true

      Related concepts
      • Pareto chart for Knowledge Demand Insights
      • Knowledge demand insights

      Tags:

      Feedback

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