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 normalized risk score from the Expression Set
and maps it to a predefined risk level. Salesforce displays the score on a scale of 1–100
and compares it against these ranges: Low (1–25), Medium (26–50), High (51–75), and
Critical (76–100).
- Perform Change Risk Assessment for IT Services
Conduct a risk assessment to understand the potential impact of a change before you implement it.
- Conduct Change Risk Assessment for IT Services
Conduct a risk assessment to understand the potential impact of a change before you implement it. By evaluating factors such as urgency, scope, and affected systems, your team can make informed decisions to minimize disruptions and protect service quality.
- How Risk Score Is Calculated for Change Requests
The risk score for a change request is calculated using a weighted formula that evaluates change request attributes and optional questionnaire responses. The system produces a numeric score and assigns a corresponding risk level of Low, Medium, High, or Critical.
- Modify Change Risk Assessment Logic for IT Services
Modify the decision table or the expression set to align the automated risk calculation with your organization’s specific needs. The decision table maps the normalized 1–100 score to a risk level.
