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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.

Required Editions

View supported editions.
User Permissions Needed
To build and manage Einstein Case Classification and Einstein Case Wrap-Up:

View Setup

AND

Customize Application

AND

Manage Profiles and Permission Sets

AND

Edit on cases OR Modify All Data
  1. From Setup, enter Einstein Classification in the Quick Find box, and then select Einstein Classification.
  2. Under Settings, choose whether to run case assignment rules, run skills based routing, or both.
    Run rules
    If your org uses both case assignment rules and skills-based routing rules, you can select both options. Make sure that the rules are mutually exclusive.
    Note
    Note If you elect to run case assignment or skills-based routing rules, but no rules are defined, the cases aren't routed. To learn how to define the rules, see Set Up Assignment Rules or Routing with Skills-Based Routing Rules.

If Automate Value is turned on for a field in your model, Einstein Case Classification automatically updates the case field when the prediction meets your confidence threshold. When a case is updated in these circumstances, Einstein Case Routing then runs the routing rules that you’ve selected on the Einstein Classification Setup page. If you don’t select a rule option, Einstein doesn’t route the case.

Example
Example Suppose you select the option to run case assignment rules for Einstein Case Classification. You turn on Automate Value for the Reason field and set the confidence threshold to 90. When a new case is created, Einstein analyzes it and predicts the case reason with 93% confidence. Since the prediction’s confidence is above the field’s threshold, Einstein updates the Reason field and saves the case. Einstein then runs your existing case assignment rules on the newly updated case.

If you use any other logic for your queue-based or skills-based routing, or you have an external routing implementation, use platform events to subscribe to AIUpdateRecordEvent. After you get notified of Einstein’s changes through AIUpdateRecordEvent, rerun your routing logic.

See Also