Overview of Service Request Similarity

Service Request (SR) Similarity enables an agent to troubleshoot issues accurately and efficiently, by finding similar SRs that may have been previously resolved.

SR Similarity uses adaptive intelligence (AI) for similarity computation, by considering the key standard or custom fields of an SR. The feature is seamlessly integrated within the SR review and edit workflow on the agent-facing user interface (UI).

The feature is currently applicable for English language implementations only.

Before deploying the feature, administrators and power users can test and evaluate similarity computation using the Administrator UI provided specifically for this purpose.