Use machine learning algorithms in the Predictive Intelligence feature to recommend solutions for work orders.

Predictive Intelligence for Field Service Management enables you to train predictive models and apply machine-learning solutions to your data. These solutions help you find knowledge articles and similar work orders containing information to help resolve your current issue.

Key benefits

Predictive Intelligence solution definitions provide the following benefits to agents:
Decrease time to resolution
  • Use solution definitions to recommend similar work orders based on the information entered in the work order short description. These recommendations can help agents with case investigation and resolution. For more information, see Attach similar work orders to an active work order.
  • Use solution definitions to recommend knowledge articles on similar subjects by comparing the knowledge article text to the short description of work order or work order task.
  • Use solution definitions to recommend parts for completing the work order tasks based on the insights gathered from the work order tasks with similar short description.
Reduces error rates and costs
Use clustering solution definitions to cluster similar work orders into topics based on the information entered in the work order short description. For more information, see View work order trends topics.