Use the Machine Learning Service Classification Prediction

The Service Classification machine learning model uses the first entry in the Description field to predict a service, category, and subcategory for the Incident.

  1. When you create an Incident record, don't select a service category and subcategory. Instead, enter a concise description in the Description field and press tab.
  2. The machine learning model included with this mApp® Solution will generate its best guess at a Service Classification. If the Service Classification makes sense, move on to the rest of the Incident record. If it isn't correct, you can:
    • Change the Service Classification if it's incorrect. You can manually change the Service Classification or SMEs can use the Reclassify Incident for Confidence link.
    • Enter more details in the Description field, then select Re-Predict Classification to trigger the machine learning model to run again.