SupportLogic can leverage both the Natural Language Processing (NLP) and case metadata, but that does require a custom configuration and would needs to be reviewed by both the customer and SupportLogic to do so. If you believe that your Case Assignment skill and complexity predictions require case metadata over and above what SupportLogic gleans from our Machine Learning (ML) engine, please reach out to your Customer Success Manager to discuss options available for your organization. | Welcome to SupportLogic Knowledge Bits - Semi-structured articles that come from customer Q&A, implementation insights, and Slack discussions. |
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