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. The navigation path for viewing this dashboard is All > Platform Analytics > Library > Dashboards. Using the search field, look for the 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 | 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 |
Parent Topic:Analytics and Reporting Solutions for Knowledge Management
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