View trending case topics

---
title: View trending case topics
description: Analyze the backlog of cases and identify clusters of cases that point to similar underlying issues.​
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/view-trending-case-topics.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using CRM Workspace in Customer Service Management, Manage cases, Use, Customer Service Management]
---

# View trending case topics

Analyze the backlog of cases and identify clusters of cases that point to similar underlying issues.​

## Before you begin

Role required: sn\_majorissue\_mgt.major\_issue\_manager

## About this task

View a list of clusters and cluster concepts.

-   Cluster concepts list the top ten most recurring words that appeared in the short description of the cases.
-   Cluster size indicates the number of cases in the cluster.
-   Cluster quality gives a percentage value of how similar the cases are.

## Procedure

1.  Open CRM Workspace.

2.  Navigate to **Lists** > **Trending Case Topics** > **Last 1 week**.


## What to do next

Click a **Cluster Id** to view the Cluster Summary form details, Related Cases and Related Major Cases.

You can also create a major case for trending case topics.