Servicenow, Inc.

Lifen Yan

Matthew David Lloyd

Antin Brucelee Selvaraj

Andrew Krier

Keying Li

Luchuan Liu

Sravani Boggarapu

The present disclosure is related to a case management application that may be utilized by a user to open a service case associated with a service event. The case management application may receive information associated with the service case and/or the user to provide a recommended action to address the service event. In some embodiments, the case management application may access a recommendation tool that includes a trend model that may be used by the case management application to determine the recommended action. A designer may be able to modify the recommendation tool and/or the trend model accessed by the case management application to adjust how the case management application determines a recommended action to provide to the user.

Action determination for case management

A system may include a database and server device(s), where the database contains incident record(s) that include information about reported issues, as well as information resource(s) related to the issue(s) and organized into categories, and where the server device(s): provide a graphical user interface (GUI) that comprises (i) a first pane including information from a particular incident record and (ii) a second pane including a search field and a menu enabling selection from the categories; receive a keyword entered in the search field and a selection of categories from the menu; provide an updated representation of the GUI in which the second pane shows search results based on the keyword and including information resource(s) from selected categories, where the information resource(s) are respectively associated with controls; and, responsive to activation of a control, store a link between the particular incident record and the information resource associated with this control.

User interface for contextual search

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Santa Clara, CA, United States of America

Lifen Yan