Prerequisites for Classifying Requests

Here’s a list of prerequisites required for classifying service requests (SRs) created from inbound emails:

• Assign the required roles to your administrators as described in Required Roles.
• Ensure that you've enough data for resolved requests in your application. You must have a minimum of 50 records per category to start training the model and at least 2 categories. For the best results, Oracle recommends that you train the model with at least 10,000 records to have quality predictions. Each record must have a distinct category or product as required.

Note: The quality of predictions depends on the volume and quality of data that’s used to train the model.