Einstein Case Wrap-Up
Einstein Case Wrap-Up is a Service Cloud AI feature that suggests field values for agents to apply when closing a Case - Status, Resolution Code, Root Cause, and similar closure fields.
Definition
Einstein Case Wrap-Up is a Service Cloud AI feature that suggests field values for agents to apply when closing a Case - Status, Resolution Code, Root Cause, and similar closure fields. It learns from historical closed Cases and the context of the current Case (description, email threads, chat transcript) to recommend the right closure values, reducing manual entry and improving data consistency for downstream reporting.
In plain English
“Einstein Case Wrap-Up is an AI feature that suggests how to fill in fields when an agent is closing a case. Instead of typing or picking values manually, the agent gets suggestions and can just confirm them, saving time at the end of every interaction.”
Worked example
An agent at Ridgeview Appliances finishes resolving a broken-dishwasher case. As she moves to close the Case, Einstein Case Wrap-Up suggests Status = Resolved, Resolution = Replaced Unit Under Warranty, Root Cause = Manufacturing Defect - values learned from similar Cases over the past year. She reviews and accepts the suggestions with one click; her wrap-up time drops from 90 seconds to 20, and the Resolution and Root Cause fields stay populated consistently enough to power the weekly defects dashboard.
Why Einstein Case Wrap-Up matters
Einstein Case Wrap-Up is a Service Cloud AI feature that suggests field values for agents when they're closing a case. Based on the case content and the conversation history, the model predicts likely values for closing fields like Resolution, Reason, Sub-Reason, and any custom classification fields, presenting them as suggestions the agent can accept with one click. This reduces the manual data entry burden at case close, which is one of the most-skipped steps in agent workflows.
The feature improves both agent productivity and data quality. Agents save time on every case close, which compounds across thousands of daily interactions. Data quality improves because cases that would have been closed without proper categorization (under time pressure) now get classified consistently. Like other Einstein features, Case Wrap-Up benefits from sufficient historical data to train good predictions, so it works best in mature support organizations with substantial case history.
How to set up Einstein Case Wrap-Up
Einstein Case Wrap-Up suggests closure field values when an agent closes a Case — Resolution Code, Root Cause, Status. Trained on historical closed Cases; learns the patterns of which closure values fit which case content. Reduces wrap-up time and improves data quality for downstream reporting.
- Confirm Einstein for Service licensing
Setup → Einstein Setup. Case Wrap-Up is part of Einstein for Service.
- Open Setup → Einstein Case Wrap-Up
Setup gear → Quick Find: Case Wrap-Up → Einstein Case Wrap-Up.
- Tick Enable Case Wrap-Up
Activates the model training pipeline.
- Pick the closure fields to predict
Resolution Code / Root Cause / Status / custom picklists. Each gets its own model.
- Configure training data filter
Default: closed Cases from the last 12 months. Restrict if your closure patterns shifted.
- Wait for model training
Multi-hour first-time training. Retraining weekly after that.
- Add the Case Wrap-Up component to Case page layout
Lightning App Builder → Case record page → drop the component. Agents see Einstein-suggested closure values inline when closing a Case.
- Activate
Predictions surface on Cases nearing closure.
Per-field model. Resolution / Root Cause / Status / custom.
Below this, no suggestion.
Whether predictions write directly or only suggest to agents.
- Quality requires good training data. If historical Cases have inconsistent closure values, the model produces inconsistent suggestions. Audit closed-case data hygiene first.
- Cases closed by Einstein Auto-Apply skip agent verification. Picking Auto-Apply blindly trusts the model — start with Suggest mode and promote to Auto-Apply only after observing accuracy.
- New Case types (new product launches) get poor predictions until enough closed examples accumulate. Plan training data refresh after major service-team changes.
How organizations use Einstein Case Wrap-Up
Enabled Case Wrap-Up for their tier 1 team. Agents accept the suggestions about 80% of the time, dramatically cutting case close time and improving the consistency of their classification data.
Combined Case Wrap-Up with their existing Case Classification setup so cases are intelligently classified at intake and at close, giving them complete data on every case.
Reviews wrap-up suggestion accuracy quarterly and retrains the model when new product lines or case types start producing inconsistent suggestions.
Test your knowledge
Q1. What does Einstein Case Wrap-Up do?
Q2. Why is wrap-up an important moment to automate?
Q3. What pairs well with Case Wrap-Up?
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