View trending case topics
Analyze the backlog of cases and identify clusters of cases that point to similar underlying issues.
Before you begin
Role required: sn_majorissue_mgt.major_issue_manager
About this task
View a list of clusters and cluster concepts.
- Cluster concepts list the top ten most recurring words that appeared in the short description of the cases.
- Cluster size indicates the number of cases in the cluster.
- Cluster quality gives a percentage value of how similar the cases are.
Procedure
Open CSM Configurable Workspace.
Navigate to Lists > Trending Case Topics > Last 1 week.
What to do next
Click a Cluster Id to view the Cluster Summary form details, Related Cases and Related Major Cases.
You can also create a major case for trending case topics.