--- schema_version: "1" id: 5ed468579f756a4edb5e0f4025898882d82b8340636503e80d19be1bc80f787d title: Set Up Configuration Item Criticality Prediction 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_predictivemodel_cicriticality_copy.md canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_predictivemodel_cicriticality_copy.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 18e28ec244f105eee34de12aa90585d35591420e78a9479060f7728f5e70739f description: Set up the Configuration Item Criticality Prediction model to forecast each configuration item's business importance by using machine learning, CMDB dependency topology, and incident history. Use the criticality scores to prioritize incidents, improve change risk assessment, and focus resources on the most business-critical assets. products: - Service Cloud - Agentforce IT Service release: "264" --- # Set Up Configuration Item Criticality Prediction for IT Services Set up the Configuration Item Criticality Prediction model to forecast each configuration item's business importance by using machine learning, CMDB dependency topology, and incident history. Use the criticality scores to prioritize incidents, improve change risk assessment, and focus resources on the most business-critical assets. ### 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.
## Prerequisites Complete these prerequisites before training the model. At least 400 active Configuration Item records with business criticality values are required. 1. [Set up Configuration Management Database (CMDB)](https://help.salesforce.com/s/articleView?id=service.it_srvcs_cmdb_salesforcego.htm&type=5&language=en_US) and verify these DMOs are available: Configuration Item, Configuration Item Value, Configuration Item Relationship, and Configuration Item Definition. 2. Verify these IT Service DMOs are mapped: Incident, Incident Configuration Item, Change Request, and Change Request Configuration Item. 3. To create the custom ConfigurationItem\_Home DMO, navigate to **Data Cloud** | **Data Streams** | **ConfigurationItem\_Home** | **Start Mapping**. 4. In the Data Model Entities section, click the Edit icon and select the Custom Data Model tab. Click **New Custom Object**, review the field list and data types, then save your changes. The system automatically generates field mappings between the data stream and the new custom DMO. ## Install the Configuration Item Criticality Prediction App 1. From Setup, in the Quick Find box, enter templates, and select **Templates** under **Apps** | **Intelligent Apps**. 2. In the list of available templates, select the dropdown for Configuration Item Criticality Prediction, and then select **Create App**. 3. In the Data Space Name, select the default data space for the application installation, and click **Next**. 4. 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**. 5. In the Select Features page, review and select the textual, numerical, and categorical variables relevant to your organization's data, then click **Next**. 6. In the Enter App Details page, provide an App Name, Description, and Log Level. 7. 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 criticality scores are saved to the Configuration Item Criticality Scoring DMO. ## Create AI Accelerator Use Cases Create use cases to display CI criticality predictions on Configuration Item, Incident, and Change Request pages. Follow these steps for each record type where you want to display predictions. The configuration is nearly identical across all three record types. 1. From Setup, in the Quick Find box, enter AI Accelerator, and select **AI Accelerator**. 2. Click **New Use Case** and enter the appropriate name for your record type based on the table below. 3. Click **Edit** for the new use case, set Maximum Predictors to the number of top predictors to display (for example, 3), and save your changes. 4. In Use Case Model, select **Add Model** and configure the fields based on your record type. For all record types, set these common fields: - Prediction Platform: **Einstein on Data Cloud** - Predictions: **Already generated** - Data Space: **default** Configure the remaining fields using this table: AI Accelerator Configuration by Record Type | field | Configuration Item | Incident | Change Request | | --- | --- | --- | --- | | Use Case Name | Configuration Item Criticality Score | Incident CI Criticality Prediction | Change Request CI Criticality Prediction | | Use Case Model Name | Configuration Item Criticality Score | Incident CI Criticality Prediction | Change Request CI Criticality Prediction | | Score Field | Configuration Item Criticality Scoring > Predicted CI Business Criticality | Incident CI Score > Predicted CI Business Criticality | Change Request CI Score > Predicted CI Business Criticality | | Reference Record Field | Configuration Item Criticality Scoring > Core CI ID | Incident CI Score > Incident ID | Change Request CI Score > Change Request ID | | Add Input Field (optional) | Not required | Field label: CI\_NAME, Source field: Configuration Item Name | Field label: CI\_NAME, Source field: Configuration Item Name | | Prediction Label Template | The predicted score is %%SCORE%% | The predicted score is %%CI\_NAME%% | The predicted score is %%CI\_NAME%% | 5. Save your changes. You've enabled the AI Accelerator use case. Repeat these steps for each record type where you want to display criticality predictions. ## Add AI Accelerator Cards to Record Pages Add the AI Accelerator component to Incident and Change Request pages to display real-time criticality predictions. Follow these steps for both page types. The Configuration Item page displays predictions automatically once the use case is configured. 1. From the App Launcher, find and select **Incidents** or **Change Request**. 2. Open a record, click **Setup**, and select **Edit Page**. 3. In the Lightning App Builder, drag and drop the AI Accelerator Card component onto the page layout. 4. Select the component and configure its properties: - Title: Enter Incident CI Criticality Score for Incident page or Change Request CI Criticality Score for Change Request page. - Use Case Definition: Select the use case you created earlier (Incident CI Criticality Prediction or Change Request CI Criticality Prediction). - Threshold Score: Enter the minimum score required for the prediction to appear (for example, if the minimum score is 5, records with a criticality prediction score below 5 are not displayed). 5. Save your changes and click **Activate** to publish the page. The AI Accelerator card now appears on the record page, displaying criticality scores for CIs linked to incidents or change requests. Verify the card appears on an active record that has a linked configuration item.