Predictive Intelligence FAQIssue 1. Where are the training servers located? Training and predictor servers are located in each data center. 2. Does ServiceNow store any data used for training? No. The data is sent from the instance to the training servers and then after it is processed, the data is deleted. Data is also not combined or shared between customers. 4. Which types of fields (reference, list, etc.) can be used as inputs for training? The system will allow you to select any field available on the table. However, ServiceNow recommends using choice, string, or reference fields. 5. For classification solutions, which types of fields can be used as outputs?Similar to inputs, you can select any field available on the table. However, ServiceNow recommends using a string or a choice field with a finite set of possible values. 6. Is PI available on tables other than Incident, HR, CSM, Knowledge, and EM? Yes, Predictive Intelligence can be expanded to other tables outside of Incident, HR Cases, Cases, Knowledge, and Event Management. 7. How many records are needed to train a viable solution?The recommended number of records for training a good solution is from 30,000 through 300,000. If you submit more than 300,000 records, the most recent 300,000 records are used to train the solution. 8. For classification solutions, how many possible outputs can a single solution include?A solution can only have one output. 9. Does Predictive Intelligence support multiple languages?Language support is included for classification and similarity solutions but is limited to English for clustering Solutions at this time. The following languages are supported for classification and similarity solutions: Brazilian Portuguese, Dutch, English, French, German, Italian, Japanese, and Spanish. 10. Does Predictive Intelligence support encryption? Yes, if your data is encrypted by Full disk encryption. If the field that you are using for training is encrypted using platform encryption, the sharedservice.worker user needs to use the correct encryption context role. Predictive Intelligence is not supported if you are using Edge Encryption. 11. Who can use Predictive Intelligence?Everyone can use Predictive Intelligence. Our Predictive Intelligence servers are located at every datacenter.If you are interested in deploying this product on-premise, contact your account manager. 12. How do you preserve solutions during a system clone? Due to PRB1421596, the system property that can be set to true in order to preserve your solutions is not working: Create the system property glide.platform_ml.clone_artifacts and set to True. The solutions are stored in Attachments (sys_attachment). Due to PRB1421596, if training on the target instance is not possible, you can try cloning so that no attachments are excluded. * The workaround for PRB1421596 is found in KB0861056. 13. Can classes be excluded from prediction? Yes. A. Under the Class Confidence record (you want to exclude), select the Precision Coverage Lookup combination record where Precision = 100 and Coverage = 0 B. Select Apply Values from the Actions list. Note, this applies only to classification solutions. 14. For classification solutions, what is the maximum number of prediction classes that a solution can support? There is no fixed limit. 15. When a solution definition is scheduled to train on an interval, does the new solution automatically go live when the results are returned? Yes, older versions are set to inactive. Administrators have the ability to activate an older version if needed. 16. What are some common mistakes when creating solution definitions? The incorrect table is selected, dates are hardcoded in the filter or filter is erroneous, there are not enough rows to train the solution, and the wrong input fields have been selected. 17. Can you ask for demo data to Service Now Support? No, Service Now Support cannot provide you the demo data for training your models. The best practice is to always train a model with real customer data. If you want demo-data you might reach out to your Solution Consultant. 18. How to de-activate a solution? You can deactivate the solution definition and it's related solutions if you do not want the prediction to be applied for that particular definition. ReleaseNew York and Above