Einstein Case Classification auto-populates picklist fields on inbound Cases — Type, Reason, Priority, Sub-Type — based on patterns learned from your org's historical Case data. Reduces agent triage time and produces clean data for downstream routing. Requires Einstein for Service licensing.
- Confirm Einstein for Service licensing
Setup → Einstein Setup. Einstein Case Classification is part of Einstein for Service add-ons.
- Open Setup → Einstein Case Classification
Setup gear → Quick Find: Einstein Case → Einstein Case Classification.
- Click New Predictive Field
Configure one model per picklist field you want to auto-classify.
- Pick the Case picklist field to predict
Type / Reason / Priority / custom picklists. Each gets its own model.
- Pick training data filter
Which historical Cases to learn from. Default: all closed Cases. Restrict to recent / specific record types if patterns shifted recently.
- Train the model
Salesforce builds the model from training data. Takes minutes-to-hours depending on volume.
- Review accuracy stats
Model card shows accuracy per picklist value. Below 60-70% accuracy means the model isn't reliable — refine training data or skip the field.
- Activate predictions on new Cases
Once activated, new Cases auto-fill the predicted field. Agents see Einstein-suggested values with a magic-wand icon — accept or override.
Picklist field to auto-classify.
Which historical Cases to learn from.
Minimum model confidence for predictions to populate.
Whether predictions write directly or just suggest to agents.
- Model accuracy depends on training data quality. Cases with inconsistent / wrong picklist values produce a confused model — clean training data first.
- Predictions can be wrong. Auto-Apply mode silently writes wrong values; Suggest mode lets agents override. Start with Suggest; promote to Auto-Apply only after observing accuracy.
- Models retrain on schedule (weekly default). If your org's case patterns shift (new product launch, new support tier), accuracy can drop temporarily until retraining catches up.