Use Case 1: Service Request (SR) Similarity Search

This topic explains how Service Agents can identify Service Requests in the queue that are similar to existing ones.

Service Request Similarity Search helps service agents identify existing Service Requests (SRs) that are similar to the current SR. The search can use the SR description, summary, type, area, sub-area, attachment summaries, activity comments, and configured custom fields.

Typical User Workflow

1. Open the Service Request record that requires investigation.
2. Click View Solutions in the SR Information applet.
3. Review the Similar SRs and related Knowledge Articles, if KM integration is enabled.
4. Use the result hyperlinks and summaries to determine whether an existing SR is relevant.
5. Click View Similar SRs to open the results page when a more detailed list of results is required.
6. Open an SR hyperlink to review the full Service Request details.
7. Click Link to Service Request to associate a relevant existing SR with the current SR.

OpenSearch-Based Process

1. Summarize the current SR, including configured attachment and related BC context.
2. Send the summarized text and relevant metadata to OpenSearch.
3. Use hybrid search to retrieve similar SRs from indexed Siebel data.
4. Augment the retrieved results with additional context.
5. Display the enriched results in the Siebel UI.

OCI-Based Process

1. Summarize the current SR, including attachments and configured BC field data.
2. Send the summarized context to the configured OCI knowledge base or RAG Agent flow.
3. Retrieve related documents or records and augment the prompt.
4. Use the LLM to generate a contextual response.
5. Display the generated response and links to the user.