Which feature automates the prediction and pre-filling of key case fields?

Einstein Case Classification is the feature that automates the prediction and pre-filling of key case fields. This functionality leverages machine learning to analyze incoming cases and classify them based on historical data and patterns. By doing so, it not only boosts efficiency by reducing the time agents spend on manual data entry but also enhances the accuracy of the information being captured.

This predictive capability is particularly valuable in environments where speed and accuracy are critical, as it allows customer service agents to focus more on resolving issues rather than gathering preliminary information. The automated pre-filling of case fields can improve the customer experience by ensuring that the necessary data is readily available, thereby speeding up response times and service resolutions.

Other options, while beneficial in their own right, serve different purposes. For instance, Einstein Service Replies focuses on automating responses to customer inquiries based on previous interactions, while Einstein Next Best Action helps agents identify recommended actions based on complex algorithms that consider multiple factors. Einstein Article Recommendations enhances the service experience by suggesting relevant knowledge articles to both customers and agents, but it does not automate the classification or pre-filling of case fields. Thus, Einstein Case Classification stands out specifically for its role in automating case field predictions.