Case Classification for Flows

Help service reps deliver efficient and productive service experiences by adding classification to your flows. In addition to recommendations made on case creation, use a flow to get Einstein field predictions after a case is updated with new details to the Subject or Description. Or use flows to set custom confidence threshholds for Einstein to populate the case with predicted values.

Required Editions

View supported editions.

Important To add or use Case Classification in a flow requires:

• An active Einstein Case Classification model. Visit Salesforce Help to learn how to build and activate a model.
• Automate Value is enabled for any field you want to predict in a flow.
• Only internal users can run a flow for Case Classification. A flow can’t be called by external users from an Experience Cloud site.
• Flows only work for cases created up to six months prior to triggering.
• Case Classification should not be used for performance critical or time critical functionalities, such as case routing or record triggers.

To add case classification to a flow, follow the setup steps.

• Add Case Classification to a Flow
  Add the Einstein ApplyCaseClassificationRecommendations action to your flow to apply case classification to predict field values for a case. It takes a Case ID as input and outputs a case SObject with recommendations applied.
• Save the Einstein Case Recommendations in Your Flow
  Add an Update Records action to save the ApplyCaseClassificationRecommendations case SObject output.