---
schema_version: "1"
id: bd93bcf353ef7caf5e48a1317b6d7abe0a3994ec045d57bddb6f304967af6c5d
title: Change Risk Assessment for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_chng_mgmt_risk_assmnt.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_risk_assmnt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 89ee0f500c4fbef8dca87c2869e2f01794afd2a6a4dec8957a66742d45bbee62
description: 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.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Change Risk Assessment for IT Services

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

## 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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_risk_assmnt_example.htm&release=264.0.0&type=5)**  
    Conduct a risk assessment to understand the potential impact of a change before you implement it.
- **[Conduct Change Risk Assessment for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_conduct_risk_assmnt.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_risk_calc_logic.htm&release=264.0.0&type=5)**  
    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](https://help.salesforce.com/s/articleView?id=service.it_srvcs_chng_mgmt_cstmiz_decision_table.htm&release=264.0.0&type=5)**  
    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.