Help service reps deliver efficient and productive service experiences by adding
classification to your flows. In addition to recommendations made on case creation, use a flow
to get Einstein field predictions after a case is updated with new details to the Subject or
Description. Or use flows to set custom confidence threshholds for Einstein to populate the case
with predicted values.
Automate Value is enabled for any field you want to predict in a flow.
Only internal users can run a flow for Case Classification. A flow can’t be
called by external users from an Experience Cloud site.
Flows only work for cases created up to six months prior to triggering.
Case Classification should not be used for performance critical or time critical
functionalities, such as case routing or record triggers.
To add case classification to a flow, follow the setup steps.
Add Case Classification to a Flow Add the Einstein ApplyCaseClassificationRecommendations action to your flow to apply case classification to predict field values for a case. It takes a Case ID as input and outputs a case SObject with recommendations applied.
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