Help your service reps stay ahead of potential delays and service-level agreement (SLA) breaches by predicting the likelihood of a case missing its SLA. This feature provides a quantifiable risk score on case records based on real-time data like priority, status, and recent activity. By identifying high-risk cases early, service reps can prioritize their workload and prevent breaches.
Where: This change applies to Lightning Experience with Agentforce for Service.
How: From Setup, in the Quick Find box, enter Templates, and then select Templates under Apps. Select Create App for the Case SLA Breach Prediction template. Configure your Data Cloud settings, training duration, select required features, and then install the app. Once configured, add the AI Accelerator component to your case record pages so your users can view the top factors impacting each score.