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Set Up SLA Breach Prediction for IT Services
Set up the SLA Breach Prediction model to forecast breach probabilities using machine learning and real-time data. Use the resulting risk scores to prioritize urgent tasks and improve service reliability.
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 SLA Breach Prediction App
- Set up Data Cloud.
- 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 SLA Breach 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 sla breach scores are saved to the Incident_SLA_Breach_Score data model object (DMO).
Create an AI Accelerator Use Case
To display breach predictions on a 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 SLA Breach Prediction, and then select Save.
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Click Edit for the new use case to configure its definition.
In the Maximum Predictors box, enter the number of top predictors to display, such as 3.
- To display predicted scores on a record page, link the prediction in Incident_SLA_Breach_Score 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 Incident SLA Breach Prediction test Predictions Already generated Data Space default data space that contains the input data model objects (DMOs) Score Field Incident SLA Breach Scoring > Predicted Score > Predicted Score Reference Record Field Incident > Incident Id > Incident Id Score Join Fields Incident SLA Breach Scoring > Incident Id Reference Record Join Field Incident > Incident Id Prediction Label Template The predicted score is %%SCORE%% - Save your changes.
Add the AI Accelerator Card to Record Page
Configure the AI Accelerator component on the Incident page layout to provide IT teams with real-time SLA breach predictions and intelligent insights.
- From the App Launcher, find and select Incidents.
- From the Incidents page, open a 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 SLA Breach Score.
- Use Case Definition: Select the SLA Breach Prediction use case created earlier.
- Threshold Score: Enter the minimum score required for the prediction to appear (for example, if the minimum score is 5, records with an SLA breach prediction score below 5 aren't displayed).
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Save your changes and then Activate the page.
The AI Accelerator card now appears on the record page, displaying SLA breach predictions for incidents. Verify the card appears on an active incident record.
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