Send each case to the correct queue automatically, removing manual redirection.
Misrouted emails force agents to read, identify the correct department, and manually reassign each case. Einstein classification predicts the department or case type from the incoming message, then Omni-Channel routing rules send the case directly to the right queue. You remove the manual redirection step and cut the time each case spends in the wrong hands.
Show faster, more consistent service inside Salesforce with automation metrics.
See where the AI reduces effort and where classification or replies need tuning.
Resolve common requests end to end with a scoped AI agent that escalates the rest.
Confirm classification predicts the department or case type reliably.
Configure Omni-Channel routing rules based on the classification.
Route each case to the correct department queue automatically.
Handle low-confidence cases with a manual review queue.
Monitor routing accuracy and refine the rules.
A case arrives with subject "Refund request for order [order-number]". Einstein classification predicts department or case type with confidence [value]. Your routing rule checks the classification and confidence. If both conditions pass, Omni-Channel routes the case to the correct department queue automatically. An agent picks the case from their queue without manual reassignment. If confidence is low, the rule routes to a review queue instead.
Using the predicted case type and department, route each incoming case to the correct Omni-Channel queue automatically, sending low-confidence cases to a review queue instead of a wrong department.
Generate a concise case-and-resolution summary so the record is complete.
Get a complete, on-brand draft grounded in the team's knowledge to review and send.