Start from a case Einstein has already classified instead of sorting it by hand.
Service agents typically read each incoming case description, decide which category and product it belongs to, and set priority before they can begin solving the problem. Einstein Case Classification predicts the case type and populates category, product, and priority fields as the case is created.
You open a case that is already classified, confirm or correct the prediction, and move to resolution. Corrections improve the model over time.
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.
Open a newly created case in Salesforce.
Review the case type and fields Einstein has predicted.
Confirm the classification or correct it if needed.
Note that corrections improve the model over time.
Proceed to handle the case from its classified state.
A customer emails: "My [product name] stopped syncing after the update. Error code [error code] appears when I try to reconnect." Einstein creates the case and predicts: • Case Type: [predicted type] • Category: [predicted category] • Product: [predicted product] • Priority: [predicted priority] You open the case and see the predicted fields already populated. You review the category, product, and priority. If the predictions match the case content, you confirm them. If a field needs correction, you update it. You proceed to handle the case without manually classifying it first.
When a case is created, predict its type and populate the category, product, and priority fields from the case content, so the agent starts from a classified case.
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.