---
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title: Configure Automated Field Predictions
collection: admin
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locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cc_service_populate.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cc_service_populate.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2426e4340879a44ec8919d6c50adda525a47aeaa602f5df3c2dc4f19ca12f5b8
description: 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.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# 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.

### 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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        <thead class="slds-text-title_caps ">
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            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d30314e58">User Permissions Needed</th>
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            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30314e58 ">To build and manage Einstein Case Classification and Einstein Case Wrap-Up:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30314e58 ">
              <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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      </table>

Before you get started, check out these resources.

- [Einstein Classification Key Concepts](https://help.salesforce.com/s/articleView?id=service.cc_service_key_concepts.htm&release=264.0.0&type=5 "Explore case classification key concepts including models, segments and examples cases, case automation, and case routing.")
- [Einstein Classification Prediction Confidence](https://help.salesforce.com/s/articleView?id=service.cc_service_confidence_faq.htm&release=264.0.0&type=5 "Review common questions about field prediction options and confidence thresholds.")

After your model is built, choose your field prediction confidence settings. Update these settings at any time. Changes take effect immediately.

1. From Setup, in the Quick Find box, enter Einstein Classification, and then click **Einstein Classification**.
2. Click a model name, and then click its **Setup** tab.
3. If the model isn’t active, click **Edit** under Configure Predictions and select a field. Alternatively, click **Edit** next to a field in the list.
    
    ![The model details page with the Edit model buttons highlighted](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_edit_model.png)
4. To show the field with the best value selected, turn on **Select Best Value**. Drag the slider to choose the prediction confidence threshold. Service reps see BEST next to the value. Then confirm and save it.
    
    ![Select Best Value section](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_best_value_on.png)
5. If you have the paid version of Einstein Case Classification, you can also tell Einstein to update and save the field without service rep review. Turn on **Automate Value**. Drag the slider to choose a prediction confidence threshold for auto-updating the field. Because the case field update happens automatically, the Automate Value threshold must be higher than the Select Best Value threshold.
    
    ![Automate Value section](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_automate_value.png)
    
    With Einstein Case Wrap-Up, you can set the Select Best Value threshold only. Automate Value isn’t an option.
6. Save your changes. They take effect immediately, and you can see your prediction settings in the field list.
    
    ![Your prediction settings appear in the list of fields.](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_example_fields.png)
7. To make reporting easier, we recommend that you create a user to distinguish Einstein’s actions from other users. Attribute the updates to the Einstein user, or use the default automated process user. From Settings, under Automate Values As, select **Custom Einstein User (Recommended)**.
8. Under Custom Einstein User, select or create a user. The user must have edit permission on cases and on the fields included in your classification model.
    
    ![Automate values as the Einstein user.](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_einstein_user.png)

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

Example You add the Priority field to your Einstein Case Classification model and use these prediction settings for the field.

- Select Best Value is turned on with a 70% confidence threshold.
- Automate Value is turned on with a 90% confidence threshold.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">If Einstein predicts the priority with a confidence level:</td><td class="slds-cell-wrap" style="vertical-align:top;">Then, Einstein:</td></tr><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Lower than 70%</td><td class="slds-cell-wrap" style="vertical-align:top;">Shows the top three recommended values for the Priority field but doesn’t select one. The service rep selects and saves a value.</td></tr><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Between 70%–89%</td><td class="slds-cell-wrap" style="vertical-align:top;">Shows the field with the priority selected. The service rep confirms and saves the value.</td></tr><tr class=""><td class="slds-cell-wrap" style="text-align:left;vertical-align:top;">Higher than 90%</td><td class="slds-cell-wrap" style="vertical-align:top;">Updates the Priority field and saves the case. The service rep doesn’t need to confirm or save the value.</td></tr></tbody></table>