---
schema_version: "1"
id: 8cb6509e19b7f6c714927a6039f505d6a51a5520bdf4c3e14c49e345ba179b2b
title: Track Einstein Classification App Performance
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cc_service_performance.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cc_service_performance.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9a6003fb35fa9077b49dc0b45f090fce3562c205dd213a36cd6814056ea45750
description: The performance dashboard shows you how well Einstein’s predictions are working. View the performance of predictions compared to the field value at the time the case is closed. For Case Classification and Case Wrap-Up, you can use this information to help determine automation levels.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Track Einstein Classification App Performance

The performance dashboard shows you how well Einstein’s predictions are working. View the performance of predictions compared to the field value at the time the case is closed. For Case Classification and Case Wrap-Up, you can use this information to help determine automation levels.

### 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%">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d66444e55">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d66444e55 ">To build and manage Einstein Case Classification and Einstein Case Wrap-Up:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d66444e55 ">
              <p>View Setup</p>
              <p>AND</p>
              <p>Customize Application</p>
              <p>AND</p>
              <p>Manage Profiles and Permission Sets</p>
              <p>AND</p>
              <p style="margin-bottom:0;">Edit on cases OR Modify All Data</p>
            </td>

          </tr>
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1. From Setup, enter Einstein Classification in the Quick Find box, and then select **Einstein Classification**.
2. From the models list, click a model’s name.
3. On the Overview tab, select the field of interest and the date range to display performance information for closed cases.
    
    ![Case Classification Performance card](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_service_performance.png)

Top 3 Recommendations shows how often one of the top three recommended values matches the final field value when the case is closed. Top Recommendation shows how often the top recommended value matches the final field value when the case is closed. When a case with field predictions is closed, the dashboard refreshes.

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

Note The dashboard reflects final field values when cases are closed. If a service rep accepts a field prediction but then changes the value before closing the case, the dashboard doesn’t report the case as a match.

The dashboard shows the total number of closed cases on which Einstein predicted field values, regardless of whether predictions were rejected, accepted, ignored or automatically saved. This number increases by one when a case with predictions is closed. If a closed case with predictions is reopened and then closed, both closures count.

Closed cases that didn’t receive recommendations aren’t counted.

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

Note The dashboard described in this article is provided as part of an AppExchange package. For support, visit the AppExchange listing and contact the publisher directly.

![Einstein Value Dashboard showing estimated time and dollar savings.](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/case_classification_evf_dashboard.png)

The dashboard uses your case data and classification performance metrics to show the accuracy of recommendations surfaced by Einstein Case Classification and track how Einstein Case Classification impacts Average Handle Time for your cases. [Learn More](https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3u00000MSy6REAT)

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

Tip Performance dashboards are just one way to monitor the impact of Einstein classification apps. Here are a few others.

- For Einstein Case Classification, review cases whose field predictions failed to meet the required confidence level for automatic updates. Use [platform events](https://developer.salesforce.com/docs/atlas.en-us.platform_events.meta/platform_events/platform_events_intro.htm) to subscribe to AIUpdateRecordEvent so you’re notified any time Einstein tries to predict the value of a case field. The IsUpdated field indicates whether a field was automatically updated. Then, use this information to add cases to a queue for review or rerun case routing logic.
- Generate custom reports about how many cases received predictions or how often service reps accepted or rejected them. Use the root [AIRecordInsight](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_airecordinsight.htm) object and its related child objects, [AIInsightFeedback](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_aiinsightfeedback.htm) and [AIInsightValue](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_aiinsightvalue.htm).
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png)
    
    Note AIRecordInsight and its child objects provide different information than the dashboard. Reports with these objects can show service rep reactions to recommendations. For example, you can build reports to show how often service reps acted on the top three predictions and whether a recommended value was applied and saved.
- Use key performance indicators (KPIs) to assess the impact of Einstein classification apps. For example, review changes in:
    - Average handle-time to triage a case
    - Average time to resolve a case
    - Number of cases triaged per day, week, or month
    - Number of cases auto-triaged per day, week, or month
    - Number of reopened cases
    - Number of escalated cases
    - Case data completion