---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/intelligent-experiences

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Predicting the fields for an incident record Incident service and category prediction

# Predicting the fields for an incident record Incident service and category prediction {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

The incident service and category prediction capability is used by the AI worker such as AI L1 Service Desk Specialist as part of the Zero Touch Service Desk to effectively triage, categorize and resolve incidents.  
Based on the incident details such as description and short description of an incident record, the capability enables to predict the following incident fields which helps to effectively triage and resolve incidents:

* Category
* Subcategory
* Service
* Service Offering
* Configuration Item
{#predicting-incident-fields-sd-ai__ul_tkl_gbd_yhc}  
The incident service and category prediction capability supports the following providers:

* Now LLM Service
* AWS Claude
* Google Gemini
* Azure OpenAI
{#predicting-incident-fields-sd-ai__ul_gqn_hbd_yhc}