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            Change Risk Assessment for IT Services

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            Change Risk Assessment for IT Services

            In Agentforce IT Service, change risk assessment is an automated process that calculates a risk score for a change request. This score is based on a combination of change request attributes, such as Impact, Urgency, Schedule Lead Time, and Change Type, and a predefined questionnaire. Based on the score, a corresponding risk level and a risk score is assigned. This provides an objective way to calculate risk and can be edited to meet your organization’s needs.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            How It Works

            The process is orchestrated by three important Salesforce components that work together to calculate a risk score and assign a risk level.

            • Screen Flow: This is the user-facing component that guides the user through the risk assessment questionnaire. It captures the user’s answers and passes them, along with the change request ID, to the Expression Set for processing.
            • Expression Set: This is the calculation engine. It takes the information from the Screen Flow and the change request record to apply a weighted formula. This formula generates a risk score.
            • Decision Table: This component takes the risk score from the Expression Set and maps it to a predefined risk level. It compares the score against a series of predefined ranges to return the corresponding risk level.
             
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            Salesforce Help | Article