---
schema_version: "1"
id: 3eae0bd57feffabee8e1a3137efe6a5f759f05a575d18fbca72d94fba3ff5d91
title: Assign Problems Automatically to the Right Queue with Einstein
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_einstein_prob_assign.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_einstein_prob_assign.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 870d7dc77aa839f8263240bbc730caa7b7a37e195bb6fcfd187a8b6b0408f391
description: Use Einstein to reduce resolution time and route problems to the appropriate queue. Einstein uses problem details and insights from similar records to recommend a queue, even for problems that are already assigned.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Assign Problems Automatically to the Right Queue with Einstein

Use Einstein to reduce resolution time and route problems to the appropriate queue. Einstein uses problem details and insights from similar records to recommend a queue, even for problems that are already assigned.

### 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;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</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%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d36232e68">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d36232e68 ">To assign problems using Einstein:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d36232e68 ">Prompt Template User permission set</td>

          </tr>
        </tbody>
      </table>

1. From the App Launcher, find and select **Problems**.
2. From the Problems page, open a problem record.
3. From the quick actions menu, select **Assign with Einstein**.
    
    Einstein analyzes fields in the problem record such as the subject, description, and category to assign the appropriate queue based on similar records.
4. Click **Okay**.
    
    On the Details tab, the Problem Owner field is updated.

![Example](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-it_service-264-0-0-production-enus/0a574a10-4c7a-4681-aacf-0767f8beaad4/images/icon_example.png)

Example

Sarah is a Problem Manager at Cumulus Bank. Smith is a senior network fulfiller in the Connectivity domain. A problem record is created following multiple reports of system lag with the following details:

- Problem Number: PRB-8822
- Subject: Office VPN Connection Latency
- Category: Connectivity

Based on assignment rules set up by the IT manager, the problem is initially assigned to the group IT Support L2 Queue. Sarah investigates and identifies that the latency is specifically occurring during peak hours on the primary encrypted gateway. She updates the problem record description to include findings regarding firewall throughput bottlenecks and VPN tunnel encryption overhead.

Sarah clicks Assign with Einstein on the problem record. Einstein uses Data 360 to analyze the technical terms in the updated description and compares them to historical data from similar performance issues. Because the description highlights firewall throughput and encryption overhead, Einstein recommends reassigning PRB-8822 to the appropriate queue, a group of network experts who have successfully resolved 18 high-priority connectivity performance problems this year.

The problem owner is automatically updated from the IT Support L2 Queue to the appropriate queue, ensuring the investigation is handled by the most qualified specialist immediately.