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Predicting case outcomes

Meet your business goals and optimize the way your application handles work by using predictions in your case types. You can add more than one prediction to a case type to predict various outcomes, such as the probability of a successful case resolution or the probability of fraud.

Predicting outcomes helps you manage your case work more effectively and achieve the following goals:

  • Prioritize cases that are most likely to bring you value.
  • Prioritize work that needs immediate attention.
  • Route suspicious cases for closer inspection.

Make your application respond differently to individual cases based on the predictive fields that feed into predictions that result in the probability of an outcome. You can use predictions when you create a condition, by using the condition builder. Predictions can be useful when you add a decision to your process, or when you define the conditions for routing assignments. For example, your application can route an assignment to a high priority work queue when a customer has a high net worth and the prediction to successfully resolve a mortgage case is greater than 80%.

  1. In the navigation pane of App Studio, click Case types, and then click the case type that you want to open.

  2. In the case work area, click the Settings tab.

  3. In the navigation pane, click Predictions.

  4. In the Predictions window, click Add prediction, expand the list of available predictions, and then select a prediction that you want to use.

    Adding a prediction to a case type
    Adding a case completion prediction to a mortgage case type in App
                                Studio
  5. Click Save.

You can now use the prediction to define conditions in your case. For example, you can use a claims fraud prediction to define a condition to route cases for closer inspection when the probability that a case is suspicious or erroneous is greater than the specified value. For more information, see Defining conditions in the condition builder.

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