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            Modify Change Risk Assessment Logic for IT Services

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            1. Salesforce Help
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            3. Agentforce IT Service

            Modify Change Risk Assessment Logic for IT Services

            Modify the decision table or the expression set to align the automated risk calculation with your organization’s specific needs.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To access Business Rule Engine: Rule Engine Designer and Rule Engine Runtime

            Edit Decision Table

            A decision table provides multiple matching outcomes for the same set of inputs. Decision tables read rules from Salesforce objects and support different operators for each field in the object.

            1. From App Launcher, search for and select Business Rules Engine.
            2. Go to the lookup tables tab, select the decision table Calculate Risk Score for Change Requests tab.
            3. Click Deactivate to complete the process.
            4. Edit the columns Risk Value, Attribute, Risk Answer, and Weight to change the values of the predefined decision table.
            5. Save your changes and activate the decision table.
            6. You can upload your own Decision Table as well using the option Upload CSV.

            Edit Expression Set

            An expression set is a series of rules you create with expression set elements. Each element in a set forms a logical step that runs sequentially. Expression sets evaluate conditions, perform mathematical operations, look up decision tables and matrices, and perform multiple transformations simultaneously. You can add expression sets to workflows created with Flow, Omnistudio, and third-party tools.

            1. From App Launcher, search for and select Business Rules Engine.
            2. Go to the Expression Set tab and click Change Request Risk Score Expression Set.
            3. Click on the version name to open the expression set in the builder and make changes as required.
            4. Save your changes.

            To know more about the Business Rules Engine that drives change risk assessment, see Business Rules Engine.

             
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