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            Configure Automated Field Predictions

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            Configure Automated Field Predictions

            After your Einstein classification model is built, it’s time to decide how much prediction automation you’re comfortable with. For Case Classification and Case Wrap-Up, Einstein recommends the top three field values for each field in your model, or you can have Einstein select the best value. For Einstein Case Classification, Einstein can also save the best value automatically.

            Required Editions

            View supported editions.
            User Permissions Needed
            To build and manage Einstein Case Classification and Einstein Case Wrap-Up:

            View Setup

            AND

            Customize Application

            AND

            Manage Profiles and Permission Sets

            AND

            Edit on cases OR Modify All Data

            Before you get started, check out these resources.

            After your model is built, choose your field prediction confidence settings. Update these settings at any time. Changes take effect immediately.

            1. From Setup, in the Quick Find box, enter Einstein Classification, and then click Einstein Classification.
            2. Click a model name, and then click its Setup tab.
            3. If the model isn’t active, click Edit under Configure Predictions and select a field. Alternatively, click Edit next to a field in the list.
              The model details page with the Edit model buttons highlighted
            4. To show the field with the best value selected, turn on Select Best Value. Drag the slider to choose the prediction confidence threshold. Service reps see BEST next to the value. Then confirm and save it.
              Select Best Value section
            5. If you have the paid version of Einstein Case Classification, you can also tell Einstein to update and save the field without service rep review. Turn on Automate Value. Drag the slider to choose a prediction confidence threshold for auto-updating the field. Because the case field update happens automatically, the Automate Value threshold must be higher than the Select Best Value threshold.
              Automate Value section
              With Einstein Case Wrap-Up, you can set the Select Best Value threshold only. Automate Value isn’t an option.
            6. Save your changes. They take effect immediately, and you can see your prediction settings in the field list.
              Your prediction settings appear in the list of fields.
            7. To make reporting easier, we recommend that you create a user to distinguish Einstein’s actions from other users. Attribute the updates to the Einstein user, or use the default automated process user. From Settings, under Automate Values As, select Custom Einstein User (Recommended).
            8. Under Custom Einstein User, select or create a user. The user must have edit permission on cases and on the fields included in your classification model.
              Automate values as the Einstein user.
            Example
            Example You add the Priority field to your Einstein Case Classification model and use these prediction settings for the field.
            • Select Best Value is turned on with a 70% confidence threshold.
            • Automate Value is turned on with a 90% confidence threshold.
            If Einstein predicts the priority with a confidence level: Then, Einstein:
            Lower than 70% Shows the top three recommended values for the Priority field but doesn’t select one. The service rep selects and saves a value.
            Between 70%–89% Shows the field with the priority selected. The service rep confirms and saves the value.
            Higher than 90% Updates the Priority field and saves the case. The service rep doesn’t need to confirm or save the value.
             
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