Predictive Intelligence Trending Topics helps to quickly pinpoint what driving up case volume?

• A. Root cause analysis reports
• B. Auto generate clusters of cases that point to similar underlying issues
• C. Customer sentiment indicators
• D. Time to resolution metrics

Answer: (B)

The main idea here is that Predictive Intelligence Trending Topics surfaces the exact drivers of rising case volume by grouping cases into topic-based clusters. It automatically analyzes case content and creates clusters that point to similar underlying issues, so you can see which problems are causing more cases to come in. This real-time, automatic clustering makes it easy to pinpoint the root causes across many cases, rather than manually sifting through individual cases.

This is why it’s the best fit: it reveals emerging issues driving volume, enabling quicker containment and targeted fixes. Root cause analysis reports are useful but typically require deeper manual work and retrospective examination. Customer sentiment indicators tell you how customers feel but don’t directly identify which issues are driving more cases. Time to resolution metrics measure efficiency in handling cases, not the causes of volume growth.