CRM Configuration Guide for enabling writeback of LTE predictions

Overview:

This document outlines the necessary configurations required on your CRM to enable writeback of LTE predictions into your case/ticket data.

Requirements:

1. API/Integration user Access:

   • Ensure that your Integration user has necessary access and permissions to create, update, and read data from the target objects in your CRM system. 

2. Object and Field Creation (If Not available already):

   • Create a boolean field on the target object (Case in Salesforce, Ticket in Zendesk/ServiceNow, Incident in Dynamics) to store the predicted escalation status.
   • Create a custom object with the specified fields to store detailed prediction information.

Specific Instructions for Your CRM System:

Salesforce

Boolean Field Writeback:

1. Create a custom checkbox field named "SL_Is_Predicted_To_Escalate__c" on the Case object.
2. Assign necessary permissions to the Integration user.

Custom Object Writeback:

1. Create a custom object named "SL_Escalation_Prediction__c" with the following fields:
   • SL_Ticket_ID__c (Text)
   • SL_Prediction_Timestamp__c (Datetime)
   • SL_Is_Predicted_To_Escalate__c (Boolean)
   • SL_Escalation_Prediction_Probability__c (Number)
2. Assign necessary permissions to the  Integration user.

Zendesk

Boolean Field Writeback:

1. Create a custom boolean field named "Predicted to Escalate" on the Ticket object.
2. Assign necessary permissions to the Integration user.

Custom Object Writeback:

1. Create a custom object named "SL_Escalation_Prediction" with the following fields:
   • ticket_id (Text)
   • prediction_timestamp (Datetime)
   • is_predicted_to_escalate (Boolean)
   • lte_prediction_probability (Number)
2. Assign necessary permissions to the Integration user.

Dynamics 365

Boolean Field Writeback:

1. Create a custom boolean field named "is_predicted_to_escalate" on the Incident entity.
2. Assign necessary permissions to the Integration user.

Custom Object Writeback:

1. Create a custom entity named "sl_lte_predictions" with the following fields:
   • ticket_id (Text)
   • prediction_timestamp (Datetime)
   • is_predicted_to_escalate (Boolean)
   • escalation_prediction_probability (Number)
2. Assign necessary permissions to the Integration user.

ServiceNow

Boolean Field Writeback:

1. Create a custom boolean field named "u_sl_is_predicted_to_escalate" on the Incident table.
2. Assign necessary permissions to the Integration user.

Custom Object Writeback:

1. Create a custom table named "u_sl_escalation_prediction" with the following fields:
   • u_incident_id (Text)
   • u_prediction_timestamp (Datetime)
   • u_is_predicted_to_escalate (Boolean)
   • u_escalation_prediction_probability (Number)
2. Assign necessary permissions to the Integration user.

Note:

1. Once these fields/object is set in your CRM, Add sample data to these fields so that it will enable us to access the fields/object from our side.
2. Post the required backend configuration changes and enabling the UWF by SupprtLogic, LTE predictions can writeback in your CRM..