Service Cloud31 tasks
Configure Einstein Service Case Features
A service team gets case classification, case summaries, reply suggestions and wrap-up AI turned on in their org, sometimes with an Agentforce agent that classifies and routes cases.
Method
How MeshMesh does it
- Configures Einstein case features and prepares the Case record page.
- Creates Einstein Case Classification models through the setup wizard. In one case a stuck build had to be deleted before a rebuild.
- Builds Agent Script and Flow pieces plus prompt templates for case summarization, working through publish and formula errors along the way.
- Where the work extends to service levels, creates entitlement records and SLA milestones, deploys a permission set for field-level security, and builds a before-save flow that assigns entitlements to cases.
- Checks the result with a test case, for example confirming that milestones track correctly.
The work also often touches Einstein Work Summaries, Einstein Article Recommendations and Einstein Reply Recommendations. More Service Cloud work is in the Service Cloud overview. The next capability is Configure Entitlement Management Milestones.
Products
Products and features it works with
Bars show how many of this capability's tasks touched each product.