Salesforce Docs Portal

Set Up Einstein Classification Apps

Choose closed cases for Einstein to analyze, and decide where and how case fields are predicted. Then, build your classification models and give service reps access to predictions.

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
Tip
Tip Check out this feature in Salesforce Go! Find a guided setup experience, explore more content, discover related features, and monitor feature usage. See Discover and Set Up Features With Salesforce Go.

Follow these steps to get started.

  1. Enable Einstein Classification Apps
    To get started, enable Einstein Classification Apps in Setup.
  2. Configure Your Einstein Classification Model
    Specify which closed cases and fields Einstein learns from, and choose the fields that you want Einstein to predict.
  3. Build Your Einstein Classification Model
    After you configure the predictive model, its status changes to Ready to Build. Check your Fields to Predict and build your model.
  4. Automate Classification
    Streamline service with automation. Set a confidence threshold to select and save Einstein’s field predictions on your case, and run assignment rules.
  5. 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.
  6. Give Service Reps Access to Einstein Classification Apps
    To let service reps view and act on Einstein’s field predictions, assign them the right user permission sets.
  7. Add Einstein Classification Apps to the Service Console
    To show Einstein’s predictions to service reps, add the Einstein Field Recommendations component to the Lightning Service Console.
  8. Activate Your Einstein Classification Model
    When you’re ready to let Einstein start making predictions, activate your model.