---
schema_version: "1"
id: 10c339806f86a58097ca8d82036f9a1fc138a1583dc25a6d72cd367361f56972
title: Use Einstein Classification Apps in the Service Console
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cc_service_agent_experience.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cc_service_agent_experience.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d39de1adea6929a3ce9325b2813fefcfcb9a67439ad1c328cc288f2aab73c1c2
description: Einstein Case Classification and Einstein Case Wrap-Up help you fill in fields on cases by recommending or selecting field values based on similar closed cases. Simply view, select, and save recommendations from the Lightning Service Console.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Use Einstein Classification Apps in the Service Console

Einstein Case Classification and Einstein Case Wrap-Up help you fill in fields on cases by recommending or selecting field values based on similar closed cases. Simply view, select, and save recommendations from the Lightning Service Console.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d28056e58">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28056e58 ">To view and act on Einstein Case Classification recommendations:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28056e58 ">Einstein Case Classification User permission set</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28056e58 ">To view and act on Einstein Case Wrap-Up recommendations:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28056e58 ">Einstein Case Wrap-Up User permission set</td>

          </tr>
        </tbody>
      </table>

View recommendations in Einstein Case Classification component, or the Einstein Case Wrap-Up component, in the Lightning Service Console. If you’re using Einstein Case Classification in Salesforce Classic, recommendations appear in the Case Classification sidebar.

![Case Classification component](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_recs_available.png)

To view Einstein’s recommendations, refreshing the page is sometimes required.

For Case Classification, Einstein makes recommendations immediately after the case is created. To select Einstein’s predictions, click **Einstein Recommendations Available**. Fields with recommendations appear with a green dot, and the text at the top of the component changes to Einstein Recommendations Applied.

![Recommendations applied](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_recs_applied.png)

For Einstein Case Wrap-Up, chat service reps see recommendations on-demand or when the chat conversation ends. To see Einstein’s predictions, service reps click **Get Einstein Recommendations** in the Einstein Field Recommendations Lightning component. A green dot marks fields with predictions. For Case Wrap-Up, Einstein only considers information from LiveChatTranscripts and Case when making recommendations.

For Case Classification and Case Wrap-Up, recommendations are shown on:

- Checkboxes: Text next to the field says Einstein recommends disabled or Einstein recommends enabled.
- Picklists and lookup fields: If the recommended value is selected, the word Best appears next to the value. If not, click into the field to see which value Einstein recommends.
    - The gray arrow shows the current value.
    - The recommended value is shown with the text Recommended by Einstein. Up to three recommended values are shown, with the most likely value listed first.

![Picklist recommendations](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/support_intelligence/images/case_classification/cc_recs_picklist.png)

After you review the recommendations, save your changes.

#### See Also

- [Configure Automated Field Predictions](https://help.salesforce.com/s/articleView?id=service.cc_service_populate.htm&release=264.0.0&type=5 "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.")