---
schema_version: "1"
id: 9799869e6dbb8895e67e4274b815b43a24ade329067ba3878078bead6f8f2912
title: Predict and Prevent SLA Breaches with Proactive Risk Scoring
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_entitlements_sla_predictive_insights.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_entitlements_sla_predictive_insights.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a97c4eeb541338c75c2bece4a9be50f19dc3ed145f2904b2c6ee8b20c269329c
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Predict and Prevent SLA Breaches with Proactive Risk Scoring

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.

#### See Also

- [_Knowledge Article:_ Set Up Predictive Risk Scoring for Cases](https://help.salesforce.com/s/articleView?id=service.sla_predictive_risk_scoring_for_cases.htm&language=en_US)