Which outcome is associated with Predictive Intelligence Trending Topics?

• A. Eliminate analytics
• B. Auto generate clusters of cases that point to similar underlying issues
• C. Build root cause solutions
• D. Ensure fewer calls every month

Answer: (B)

Predictive Intelligence Trending Topics is about surfacing patterns in past cases to reveal what customers are running into most often. It uses learning algorithms to group or cluster cases that show similar symptoms or underlying issues. Those clusters point to core problems that recur across many customers, making it easier for teams to spot trends and address them with faster fixes, better knowledge articles, or proactive improvements. That direct outcome—auto-generating clusters of cases that point to similar underlying issues—best captures what Trending Topics aims to deliver.

Eliminating analytics isn’t what this feature does, and while identifying clusters can lead to root-cause improvements, the feature itself flags the patterns rather than automatically building root-cause solutions. Reducing calls monthly is a potential downstream benefit of addressing identified trends, but it isn’t the specific outcome produced by Trending Topics.