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Predictive Intelligence for case management › Machine learning solutions › Implement Intelligence › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure Predictive Intelligence for case management

Activate the Predictive Intelligence plugin and enable the related system property and client script to use Predictive Intelligence with Customer Service Management.

Before you begin

Role required: admin

Procedure

  1. Activate the Predictive Intelligence plugin (com.glide.platform_ml).

  2. Enable the Enable/Disable the prediction for case property (sn_customerservice.case.mlpredictor.enable).

    1. Navigate to Customer Service > Administration > Properties.

    2. Enable the Enable/Disable the prediction for case check box.

    3. Click Save.

  3. Enable the Predict Case Values client script.

    1. Navigate to System Definition > Client Scripts.

    2. Click Predict Case Values in the Client Scripts list.

    3. Enable the Active check box.

    4. Click Update.