Salesforce AI Specialist Practice Exam

Which Salesforce feature automates the process of categorizing and routing customer service cases?

1. Einstein Case Wrap-Up

2. Case Assignment Rules

3. Einstein Case Classification

4. Omni-Channel Routing

The correct answer is: Einstein Case Classification

The feature that automates the process of categorizing and routing customer service cases is Einstein Case Classification. This tool utilizes AI-driven algorithms to analyze incoming cases and automatically classify them into predefined categories based on their content. By doing so, it not only streamlines the case handling process but also improves operational efficiency by ensuring that cases are directed to the appropriate agents or queues who have the best capability to resolve them. Einstein Case Classification enhances the overall customer service experience by reducing wait times and ensuring that cases are handled quickly and accurately. It leverages machine learning to continuously improve its classification accuracy over time, learning from past case resolutions. Other features, such as Case Assignment Rules, serve a similar purpose but rely on predefined criteria and do not utilize AI to automatically classify cases. Omni-Channel Routing is focused on distributing work among support agents but does not encompass the initial classification of cases. Therefore, while all these features contribute to an efficient customer service process, Einstein Case Classification stands out for its specific capabilities in automating case categorization.