Automatically Apply Einstein Predicted Values to Cases with Einstein Case Routing

You save your agents time and improve their accuracy with predicted field values. Save them even more time by applying and saving predicted field values to cases. Assign and route cases to the right agents and resolve them more quickly.

Where: This change applies to Lightning Experience and Salesforce Classic. Einstein Case Classification is available for an extra fee in Lightning Experience in Enterprise and Unlimited editions. Setup for Einstein Case Classification is available only in Lightning Experience. Einstein Case Classification is not available in the Salesforce Government Cloud.

How: Add the fields that you want to predict for your agents. Then build the predictive model. Einstein Case Classification analyzes the fields in your closed-case data to determine predictions for these fields in new cases. For each field, you can turn on Automate Value to apply and save predictions to the case.Automate Value