What is the primary function of Einstein Case Classification in Salesforce?

The primary function of Einstein Case Classification in Salesforce is to automate and enhance case management processes by utilizing artificial intelligence. This feature focuses on classifying incoming cases automatically based on their content, which helps streamline workflows for agents. By classifying cases, it reduces the need for agents to manually enter or categorize data, thereby increasing efficiency and allowing them to focus on resolving issues rather than sorting through cases.

Automation through classification also helps ensure that cases are directed to the appropriate teams or individuals with the right expertise, which can improve response times and overall customer satisfaction. By eliminating the manual aspects of case categorization, agents can spend more time addressing customer needs effectively.