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ITSM - Prerequisites for Predictive Actions for IT Services

게시 일자: Jul 4, 2026
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Before setting up Predictive Actions for IT Services (SLA Breach Prediction and Major Incident Prediction), ensure all prerequisites below are met to avoid installation failures.

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Prerequisites

1. Required Data Cloud DMOs (for Incident SLA Breach Prediction)

The following mapped Data Model Objects (DMOs) must be present in Data Cloud:

  • ProblemIncident_Home__dlm
  • LinkedArticle_Home__dlm
  • EntityMilestone_Home__dlm
  • Task_Home__dlm
  • ssot__Incident__dlm


How to create the missing DMOs:

  1. Go to Data Streams → New → Salesforce CRM → View Objects
  2. Search for and select the relevant objects: ProblemIncident, LinkedArticle, EntityMilestone, Task, Incident
  3. Open the newly created data stream and click Start Mapping
  4. Select Objects → Custom Data Model → New Custom Object → Save

 

Once mapped, the required DMOs will be available and the template can be deployed successfully.

 
2. Minimum Incident Record Volume

You need at least 400 completed Incident records, including:
  • A minimum of 25 breached SLA occurrences
  • A minimum of 25 non-breached SLA occurrences


This data is required to train the prediction model with sufficient signal.
3. Required Permission Set

Assign the "AI Accelerator User" permission set to any user who needs to view the AI Accelerator Card, which displays real-time SLA breach predictions and intelligent insights.
4. Prediction Score Refresh (Near Real-Time)

Prediction scores are generated in near real-time, not instantly. A Data Transform is automatically created when a Predictive Action is set up. For example:

  • Setting up Incident SLA Breach Prediction creates the Incident_SLA_Breach_Scoring Data Transform


Action required: Configure a Refresh Interval on this Data Transform so that newly created Incident records are processed within the defined interval and receive predictions and insights.
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