Streamline service with automation. Set a confidence threshold to select and save Einstein’s field predictions on your case, and run assignment rules.
Required Editions
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With the Try Einstein version, you can’t automate field values: Einstein can select the best value for a field but can’t automatically update the case or have Einstein Case Routing assign it to the right service rep.
The paid version of Einstein Case Classification and Case Wrap-Up is available with the Service Cloud Einstein add-on license. This license allows for five models per app. For Einstein Case Classification, it also includes automatic field updates and Einstein Case Routing. To upgrade, talk to your Salesforce account executive.
- Einstein Classification Prediction Confidence
Review common questions about field prediction options and confidence thresholds. - Configure Automated Field Predictions
After your Einstein classification model is built, it’s time to decide how much prediction automation you’re comfortable with. For Case Classification and Case Wrap-Up, Einstein recommends the top three field values for each field in your model, or you can have Einstein select the best value. For Einstein Case Classification, Einstein can also save the best value automatically. - Run Assignment Rules for Einstein Case Classification
When Einstein Case Classification automatically saves predicted field values to a case, Einstein Case Routing can use your existing case routing logic to route the case to the right service rep. You need the Service Cloud Einstein add-on license to use Einstein Case Routing.