Getting Started Resource – Einstein Case Classification
Einstein Case Classification (Article)
Save agents time and improve accuracy and completion with predicted field values!
Considerations for Einstein Case Classification (Article)
Successful case classification relies on sufficient closed case volume.
Understanding Einstein Case Classification Confidence (Article)
When yu enable Select Best Recommendation for a particular field, Einstein Case Classifications sets a confidence level. The
confidence level represent the likehood that the best recommendation for the field value is correct.
Assign the Einstein Case Classification User Permission Set to Service Console Users (Article)
To enable Einstein Case Classification for your Service Console users, assign users to the “Einstein Case Classification User”
permission set..
Set Up Einstein Case Classification (Article)
Determine the fields you want Einstein Case Classification to predict. Then build the predictive model.
• Add Fields (Article)
• Build the Predictive Model (Article)
• Populate Fields for your Agents (Article)
• Activate Einstein Case Classification (Article)
• Add or Remove Predicted Fields (Article)
Add Einstein Case Classification to Page Layouts (Article)
If your agents use Salesforce Classic, there is an extra step to display recommendations. Specify where you want the
recommendations to appear..
Read more about Einstein Case Classification in Salesforce Spring ’19 Release
Notes here.
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