Salesforce AI Specialist Practice Exam

What does Einstein Case Classification predict?

1. Case resolution time

2. Field values like Priority, Reason or Type based on case Subject and Description

3. Best agent for the case

4. Knowledge article recommendations

The correct answer is: Field values like Priority, Reason or Type based on case Subject and Description

Einstein Case Classification is a feature within Salesforce that leverages artificial intelligence to enhance the way cases are handled. The primary function of this tool is to accurately predict and assign specific field values such as Priority, Reason, or Type by analyzing the content of the case's Subject and Description. This predictive capability is vital for optimizing case management processes, ensuring that cases are categorized correctly from the outset, which leads to improved handling and resolution times. By automatically identifying the relevant characteristics of a case based on historical patterns and data, organizations can more efficiently route and prioritize cases according to their specific needs. The other options, while related to case management in Salesforce, do not represent the purpose of Einstein Case Classification. For instance, predicting case resolution time involves analyzing historical data related to previous cases, while identifying the best agent for the case or recommending knowledge articles falls outside the scope of what Einstein Case Classification specifically does. Hence, focusing on accurately predicting field values based on current case details is the core functionality of this AI feature.