What feature of Einstein helps categorize and prioritize incoming cases for agents?

The feature that helps categorize and prioritize incoming cases for agents is Einstein Case Classification. This functionality leverages machine learning to analyze incoming cases and automatically classify them based on historical data and patterns. By applying this method, it not only improves the speed at which cases are sorted but also helps ensure that cases are directed to the appropriate agents or queues based on their complexity, urgency, and nature. This enhances overall efficiency in case management by allowing agents to focus on high-priority cases and improving response times.

In contrast, while Einstein Article Recommendations helps suggest relevant articles to agents or customers based on the context of the inquiry, it does not specifically focus on categorizing or prioritizing cases. Einstein Bots automate responses to common questions, improving efficiency but again, do not engage in case classification or prioritization. Einstein Agent is a broader tool that encompasses various functionalities within the user interface, without a dedicated focus on case categorization.