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            Assign Problems Automatically to the Right Queue with Einstein

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            Assign Problems Automatically to the Right Queue with Einstein

            Use Einstein to reduce resolution time and route problems to the appropriate queue. Einstein uses problem details and insights from similar records to recommend a queue, even for problems that are already assigned.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, and Unlimited Editions with Agentforce IT Service.
            User Permissions Needed
            To assign problems using Einstein: Prompt Template User permission set
            1. From the App Launcher, find and select Problems.
            2. From the Problems page, open a problem record.
            3. From the quick actions menu, select Assign with Einstein.
              Einstein analyzes fields in the problem record such as the subject, description, and category to assign the appropriate queue based on similar records.
            4. Click Okay.
              On the Details tab, the Problem Owner field is updated.
            Example
            Example

            Sarah is a Problem Manager at Cumulus Bank. Smith is a senior network fulfiller in the Connectivity domain. A problem record is created following multiple reports of system lag with the following details:

            • Problem Number: PRB-8822
            • Subject: Office VPN Connection Latency
            • Category: Connectivity

            Based on assignment rules set up by the IT manager, the problem is initially assigned to the group IT Support L2 Queue. Sarah investigates and identifies that the latency is specifically occurring during peak hours on the primary encrypted gateway. She updates the problem record description to include findings regarding firewall throughput bottlenecks and VPN tunnel encryption overhead.

            Sarah clicks Assign with Einstein on the problem record. Einstein uses Data 360 to analyze the technical terms in the updated description and compares them to historical data from similar performance issues. Because the description highlights firewall throughput and encryption overhead, Einstein recommends reassigning PRB-8822 to the appropriate queue, a group of network experts who have successfully resolved 18 high-priority connectivity performance problems this year.

            The problem owner is automatically updated from the IT Support L2 Queue to the appropriate queue, ensuring the investigation is handled by the most qualified specialist immediately.

             
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