Nothing routes until three things line up: enough clean history, a field predicted automatically, and a routing option selected in settings. Build them in that order.
- Audit your closed cases first
Count closed cases from the last six months carrying a Subject or Description and a value in the field you want predicted. Under 400 and you fix data before opening Setup.
- Create the model
From Setup, enter Einstein Classification in the Quick Find box, select Einstein Classification, then start a new model. Pick up to 30 input fields, at least one a string field, and keep prediction fields to one or two at first.
- Start every field at Recommend Top Values
Activate with predictions visible to reps but never automatic. Run it for a few weeks, then compare Einstein's suggestions against the value each case actually closed with.
- Promote a field, then turn on the handoff
Once agreement holds, move the field to Automate Value. Back in settings, choose to run case assignment rules, skills-based routing, or both, and confirm those rules are active.
Three candidate values appear and the rep picks one. Safest starting point, and it never routes on its own.
The highest-confidence value arrives pre-selected, but a person still saves the record. A reasonable middle ground.
Einstein writes the field with no review once confidence clears your threshold. Paid add-on only.
- Turn on both routing options and the two rule sets have to be mutually exclusive. Overlapping rules produce assignments nobody can explain.
- Select a routing option with no rules defined and every case stays exactly where it was.
- Trying this out in a sandbox is fine, but Einstein configuration does not copy between sandbox and production orgs. You rebuild it by hand.
