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            Set Up Predictive Risk Scoring for Cases

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            Set Up Predictive Risk Scoring for Cases

            Minimize SLA breaches by using machine learning to predict which cases are likely to breach their SLAs. View real-time risk scores and key contributing factors directly on the case record to take action before a violation occurs. The SLA Breach Prediction feature uses machine learning to analyze case data, such as priority, status, and history to forecast the likelihood of a case missing its SLA deadline. It provides a real-time risk score and identifies the top three factors influencing that score, allowing teams to proactively manage cases.

            Required Editions

            View supported editions.
            User Permissions Needed
            To enable AI Accelerator, use case setting, and entitlements: Customize Application
            1. From Setup, in the Quick Find box, enter Templates, and then select Templates under Apps.
            2. For the Case SLA Breach Prediction template, select Create App from the dropdown.
            3. Select the data space where you want your app to be available, and then click Next.
            4. Specify the number of days of data to use for training the model, and then click Next.
            5. On the Select Features page, review and choose the features to include in the model training.
            6. Click Next.
            7. On the Enter App Details page, enter the app name, description, and log level, and then click Create.
            8. On the Apps Hub page, go to the Monitor tab and click Case SLA Breach Prediction to track the progress of your app installation. After the installation is complete, the app creates training and scoring data model objects.
            9. After all the tasks are complete, in the quick find box, enter AI Accelerator, and then select AI Accelerator.
            10. On the AI accelerator page, click New Use Case.
            11. Enter a use case name, then click Save.
            12. Select Edit for your use case to configure it.
            13. Under Use Case Model, click Add Model.
            14. In the New Use Case Model window:
              1. Select the prediction platform.
              2. Enter the use case model name.
              3. Under Predictions, select Already generated.
              4. Set the Data Space as default.
              5. Set the Score Field to the scoring data model object. Set the field name as Predicted Target.
              6. Set the Reference Record Field to Case. Set the reference target as Case Id.
              7. Set the Source Join Field as Case Id.
              8. Set the Reference Record Join Field as Case Id.
              9. Configure the Prediction Label Template based on what text you want to show on the interface. For example, set it to “The predicted score is %%SCORE%% .
              10. Save the AI Accelerator use case.
            15. From the App Launcher, select Cases.
            16. Open the case for which you want to see the risk score.
            17. From Settings, click Edit Page.
            18. In Lightning App Builder, from the components list, drag the AI Accelerator Card to your page.
            19. Add the title and use case definition for the component.
            20. Save and activate the component.
             
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