Work order insights powered by Predictive Intelligence

---
title: Work order insights powered by Predictive Intelligence
description: Use machine learning algorithms in the Predictive Intelligence feature to recommend solutions for work orders.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/field-service-management/machine-learning-fsm.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Integrated work order entry, Explore, Field Service Management]
---

# Work order insights powered by Predictive Intelligence

Use machine learning algorithms in the Predictive Intelligence feature to recommend solutions for work orders.

Predictive Intelligence for Field Service Management enables you to train predictive models and apply machine-learning solutions to your data. These solutions help you find knowledge articles and similar work orders containing information to help resolve your current issue.

## Example: Reuse Prior from Similar Work Order

A service technician opens a work order and needs to identify the right fix quickly without spending time on diagnosis from scratch. Field Service Management surfaces similar past work orders at the point of work, giving technicians access to prior fixes and resolutions that can be applied immediately to complete the job faster.

|Step|Actor|Action|
|----|-----|------|
|1|Technician|Opens work order|
|2|System|Surfaces similar past work orders|
|3|Technician|Reviews prior fixes|
|4|Technician|Applies solution|
|5|Technician|Completes work faster|
|6|System|Retains knowledge for future work orders|

## Key benefits

Predictive Intelligence solution definitions provide the following benefits to agents:

-   **Decrease time to resolution**
    -   Use solution definitions to recommend similar work orders based on the information entered in the work order short description. These recommendations can help agents with case investigation and resolution.
    -   Use solution definitions to recommend parts for completing the work order tasks based on the insights gathered from the work order tasks with similar short description.
-   **Reduces error rates and costs**

    Use clustering solution to cluster similar work orders into topics based on the text provided in the short description field. For more information, see [View work order trends topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/view-wo-trends.md).


**Related topics**  


[Configuring Predictive Intelligence for Field Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/configuring-predeictive-intelligence.md)

[Predictive analytics: Work order insights](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/field-service-management/monitoring-analytics-fsm.md)