Einstein Case Classification

Questions and Answers

What does the Service Cloud help manage?

Financial transactions

Social media accounts

Customer service lifecycle (correct)

Inventory management

What are two benefits of case classification?

Saved time for agents, improved data quality

What is Einstein Case Classification?

Machine learning on new cases that recommends picklist and checkbox field values based on past cases

Why is setting up case classification the last step in setting up Service Cloud?

If case management, channels, and knowledge aren't set up first, the time AI saves for agents will be spent figuring out other processes Signup and view all the answers

How do you prepare closed case data for case classification?

Make sure that the case fields you want to predict are populated and correct, and that you have at least 100 samples per field Signup and view all the answers

What are three key considerations for case classification preparation?

Case volume, ethics, and AI considerations Signup and view all the answers

To enable Case Classification, navigate to __________.

Setup > Einstein Case Classification > Enable Signup and view all the answers

What steps are involved in choosing fields to predict and building a prediction model?

Add fields > enter information > Save > Build > Review > Select Best Value > Save & Close > Activate Signup and view all the answers

What does Confidence Level represent in case classification?

Represents the likelihood that the best recommendation for the field value is correct Signup and view all the answers

How do you assign the Einstein Case Classification Permission Set to console users?

Setup > Permission Sets > Einstein Case Classification User > Manage Assignments Signup and view all the answers

What implementation step enables agents to see case classification recommendations?

Assign console users to the Einstein Case Classification user permission set Signup and view all the answers

Study Notes

Service Cloud

Manages the customer service lifecycle across multiple channels: phone, email, websites, and search engines.
Accessible via various devices, including laptops and mobile phones.
Operates on the Force.com platform, allowing for easy customization and rapid deployment.

Benefits of Case Classification

Saves time for customer service agents.
Enhances data quality, ensuring accurate information is utilized.
Accelerates case resolution processes.
Leads to improved overall customer service experience.

Einstein Case Classification

Utilizes machine learning to recommend field values for new cases based on historical data.

Case Classification Setup Order

Setting up case classification is the final step in Service Cloud configuration.
Initial setup of case management, communication channels, and knowledge base is essential for optimizing AI benefits, preventing time loss in process comprehension.

Preparing Closed Case Data

Ensure case fields that need predictions are accurate and populated correctly.
Aim for a minimum of 100 samples per field for effective predictions; larger sample sizes yield better results.

Key Considerations for Case Classification Preparation

Evaluate case volume to ensure sufficient data is available.
Consider ethical implications and best practices in AI application.
Address any specific AI considerations relevant to the organization's setup.

Enabling Case Classification

Navigate to Setup, then to Einstein Case Classification, and select Enable to activate the feature.

Prediction Model Setup

To predict fields: Add necessary fields, input information, then save.
Build the model by reviewing input, selecting the optimum value, saving, closing, and activating the model for use.

Confidence Level

Indicates the probability that the recommended field value is accurate, guiding users in their decision-making.

Permission Set for Console Users

To empower console users with classification recommendations: Go to Setup, find Permission Sets, select Einstein Case Classification User, and manage user assignments accordingly.

Implementation Step for Visibility

Assigning console users to the Einstein Case Classification user permission set allows agents to access case classification recommendations directly.

Description

Test your knowledge about the Einstein Case Classification concepts through these flashcards. Learn about the Service Cloud, its features, and the benefits of case classification in customer service management. Perfect for those studying Salesforce and customer relationship management.