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Set Up Major Incident Prediction for IT Services
Set up the Major Incident Prediction model to forecast escalation risks by analyzing real-time data and historical patterns. Use the resulting risk scores to initiate response protocols early and reduce business impact.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, and Unlimited Editions with Einstein for IT Services add-on, and AI Accelerator for IT Services add-on. |
Install the Major Incident Prediction App
- From Setup, in the Quick Find box, enter templates, and select Templates under Apps | Intelligent Apps.
- In the list of available templates, select the dropdown for Major Incident Prediction, and then select Create App.
- In the Data Space Name, select the default data space for the application installation, and click Next.
- In the Training Duration field, enter the number of days of historical data to use for model training (default is 365 days), and click Next.
- In the Select Features page, review and select the textual, numerical, and categorical variables relevant to your organization's data, then click Next.
- In the Enter App Details page, provide an App Name, Description, and Log Level.
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Click Create to begin the installation process.
The App Install History page appears. The installation includes automated tasks for data transformation, model training, and scoring. Initial major incident prediction scores are saved to the mi_pred_dmo.
Create an AI Accelerator Use Case
To display major incident predictions on an incident record page, you must configure an AI Accelerator Card.
- From Setup, in the Quick Find box, enter AI Accelerator, and select AI Accelerator.
- Click New Use Case.
- In the use case name box, enter a unique name, such as Major Incident Prediction, and then select Save.
- Click Edit for the new use case to configure its definition.
- To display predicted scores in the UI, link the prediction in the mi_pred_dmo to the Incident DMO.
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In Use Case Model, select Add Model and add this information:
Configure the remaining fields using this table:
AI Accelerator Configuration by Record Type field value Prediction Platform Einstein on Data Cloud Use Case Model Name Major Incident Prediction Predictions Already generated Data Space default Score Field mi_preds_dmo__dlm.IsMajorIncident_prediction__c Reference Record Field mi_preds_dmo__dlm.Id__c Prediction Label Template The predicted score is %%SCORE%% - Save your changes.
Add the AI Accelerator Card to the Incident Page
Configure the AI Accelerator component on the Incident page layout to provide IT teams with real-time major incident predictions and intelligent insights.
- From the App Launcher, find and select Incidents.
- From the Incidents page, open an incident record.
- Click the Setup and select Edit Page.
- In the Lightning App Builder, drag and drop the AI Accelerator Card component onto the page layout.
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Select the component and configure its properties:
- Title: Enter Major Incident Score.
- Use Case Definition: Select the major incident prediction use case created earlier.
- Threshold Score: Enter the minimum score required for the prediction to appear. (for example, Set a threshold score, such as 75, to define when an incident is flagged for escalation. If an incident score exceeds this threshold, the score appears on the record page, but no action is triggered).
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Save your changes and then Activate the page.
The AI Accelerator card now appears on the record page, displaying major incident predictions for incidents. Verify the card appears on an active incident record.
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