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            Route Work with Einstein Case Routing

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            Route Work with Einstein Case Routing

            Save service reps' time with Einstein. When Einstein Case Classification updates a field on a case, Einstein Case Routing runs your assignment rules to route the case to a service rep.

            Required Editions

            View supported editions.

            Watch Video Demo One-Minute Feature Tour: Einstein Case Classification and Case Routing

            If you use case assignment rules or skills-based routing rules, we handle the routing for you. Use the settings in Einstein Case Classification to route cases to service reps after Einstein makes changes.

            If you use any other logic for your queue-based or skills-based routing, or you have an external routing implementation, subscribe to AIUpdateRecordEvent. After you get notified of Einstein changes through AIUpdateRecordEvent, rerun your routing logic.

             
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