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Set Up Einstein Case Classification

Learning Objectives 

After completing this unit, you’ll be able to:

  • Identify the value of AI with Einstein Case Classification.
  • Roll out Einstein Case Classification to your org.

Discover the Value of AI with Einstein Case Classification

Watch this short video to learn how Einstein Case Classification saves your agents time, improves data accuracy and insights, and leads to higher customer satisfaction.

Roll Out Einstein Case Classification

Ready to put Einstein to work for your agents? Follow these steps to quickly get started. 


Make sure your Salesforce org has Case records. Otherwise you won’t be able to complete these steps in a Trailhead Playground, other sandbox, or an org.

Step 1: Run the Einstein Assessor

Run the Service Cloud Einstein Assessor to analyze your Salesforce implementation. After the assessor is complete, you receive a personalized report detailing which Einstein features you’re ready to use now, along with an estimated ROI for Case Classification. 

  1. From Setup, enter Assessors in the Quick Find box, and select Service Cloud Einstein Assessor.
  2. Complete the form and click Generate Report. If you’re using a sandbox, click Generate Report (Sandbox).
  3. Click Allow.

Step 2: Analyze Your Closed-Case Data

To build a model for new cases, Einstein uses closed cases to predict field values. Understand all data requirements before getting started.

  1. Enter Einstein Classification in the Quick Find box, and select Einstein Classification.
  2. Click Get Started or New Model.
  3. From the model list, select the model, then click the Setup tab. 
  4. Review, add, or remove fields you want Einstein to predict, then click Build.

Step 3: Configure Field Prediction Settings

  1. From Setup, enter Einstein Classification in the Quick Find box, and then select Einstein Classification.
  2. From the model list, select the model, and then click the Setup tab.
  3. Choose when Einstein recommends, selects, or saves field values, then click Save.

Step 4: Assign Users to the App

  1. From the Quick Find box, enter Permission Sets, then select Permission Sets.
  2. Select Einstein Case Classification User, then Manage Assignments.
  3. Assign users to each permission set.

Step 5: Activate Your Model

  1. From the Einstein Classification Setup page, select the model, then click Activate to start showing predictions to agents.

Congratulations! Your agents can now resolve incoming cases quickly, accurately, and consistently by using Einstein Case Classification.


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