We have already seen how Salesforce’s Einstein platform can make a major impact on your Sales and Activity behavior, but now we turn our attention to Service cloud. In this article we are going to look at Einstein Case Classification – Salesforce’s solution to help improve case accuracy and completion by removing the guesswork involved in completing case fields.
Einstein Case Classification, uses predictive intelligence to recommend, populate, or save field values on new cases based on past data. It uses machine learning—AI technology that improves prediction accuracy over time—to remove the guesswork involved in completing case fields, freeing up time for support agents. More time for support agents means more time to focus on your customers.
When a support agent has a case open in the Service Console, the agent sees an alert that Einstein recommendations are available. To view the recommendations, the agent clicks the alert. In Lightning Experience, these recommendations show up in the Einstein Field Recommendations component.
Some of the key benefits of Case Classification, are listed below:
If your team is ready to implement this feature, review the graphic below to better understand the steps involved with deploying. Our team has helped businesses leverage the Service cloud to its fullest potential, and Case Classification is now a part of that.
