Routing is a setting inside an existing Einstein Case Classification app, not a separate feature you install. Get the model working first, then flip the routing options.
- Confirm a model is built and active
Einstein Case Routing does nothing without a live Einstein Case Classification model. Build it and activate it before you touch any routing setting.
- Open the setup page
From Setup, enter Einstein Classification in the Quick Find box, then select Einstein Classification. Everything for this feature lives on that page.
- Automate the fields your rules read
Set Automate Value on each prediction field your routing rules actually reference. A field left on recommend only shows in the console and triggers no rerun.
- Choose the routing logic to rerun
Under the app settings, pick case assignment rules, skills-based routing rules, or both. Keep the two mutually exclusive so they are not fighting over one case.
- Test above and below the threshold
Create one case the model scores confidently and one it does not. The first should change queues, the second should stay where the creation rules put it.
Reruns the standard case assignment rules so ownership moves to the matching user or queue.
Reruns skills-based routing rules so Omni-Channel can match the case to a rep holding the required skills.
- A rerouted case reruns your assignment rule notification email, so one case can alert two different owners.
- Validation rules and record locks can block Einstein's write, and a field that never changes never triggers a rerun.
- Sandbox classification configuration cannot be copied to production, so plan to rebuild the app there.