Many Salesforce Admins are looking for ways to help scale their organization’s customer service experience. This can include finding solutions to increased case volume and optimizing agents’ time so they can solve customer issues faster, instead of just triaging them. One way to accomplish all of this is with Einstein Case Classification. So let’s take a look at what you need to know to make this a success at your organization.
What is Einstein Case Classification?
Einstein Case Classification (ECC) is part of the Service Cloud Einstein suite of products aimed at empowering your service agents, alongside Einstein Article Recommendations, Einstein Reply Recommendations, and Einstein Case Wrap-Up (ECC’s little cousin, coming out GA this Summer ’21 Release). ECC is included in base Enterprise Edition and Unlimited Edition licenses with some limitations.
By leveraging historical cases in your org, ECC builds a predictive model that’s used to recommend, pre-populate, or directly
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