# Einstein case classification, work summaries and macros

*Agentforce Service Consultant Study Guide · Case Management · Last updated October 15, 2026 · https://www.certifyforce.com/study-guide/agentforce-service-consultant/case-management/einstein-case-classification-work-summaries-and-macros*

Tell predictive, generative and deterministic service automation apart: Einstein Case Classification and its confidence thresholds, Work Summaries and their review step, and macros, quick text and Flow for repetitive rep work.

- Certification: Salesforce Agentforce Service Consultant
- Exam section: Case Management
- Study guide: https://www.certifyforce.com/study-guide/agentforce-service-consultant

**Official exam objective:**

> Differentiate the use cases and capabilities of Agentforce Service automation.

## What the exam expects

- Differentiate Agentforce Service automation by type: predictive (Einstein Case Classification, Case Wrap-Up), generative (Work Summaries, Agentforce Service Agent) and deterministic (rules, macros, Flow).
- Configure Einstein Case Classification: fields to predict, Automate Value with a confidence threshold, routing options, and the permissions to build models.
- Configure Work Summaries per channel and decide whether reps review a summary before it saves.
- Choose macros, bulk macros or quick text for repetitive rep steps, know Classic macro limits, and use Flow rather than Workflow Rules or Process Builder.

Key terms: **Automate Value** (lets Einstein save a predicted field value when it meets the threshold); **confidence threshold** (the minimum prediction confidence for an automated action); **Wrap Up component** (where reps see generated summaries); **macro** (a set of instructions a rep runs in one click); **Submit Action** (the instruction that makes a macro irreversible).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Classification timing | Once, right after case creation; Wrap-Up on demand or when a chat ends | [Einstein Classification Apps](https://trailhead.salesforce.com/content/learn/modules/service_case_class/learn-about-einstein-case-classification) |
| Data to train | At least 400 closed cases with a value in each predicted field | [Einstein Classification Apps](https://trailhead.salesforce.com/content/learn/modules/service_case_class/learn-about-einstein-case-classification) |
| Routing after classification | Only the rule types selected on the setup page, and only if rules exist | [Run Assignment Rules](https://help.salesforce.com/s/articleView?id=service.cc_service_rules.htm&language=en_US&type=5) |
| Model-building permissions | View Setup, Customize Application, Manage Profiles and Permission Sets, Edit on cases or Modify All Data | [Run Assignment Rules](https://help.salesforce.com/s/articleView?id=service.cc_service_rules.htm&language=en_US&type=5) |
| Einstein Case Routing license | Service Cloud Einstein add-on | [Run Assignment Rules](https://help.salesforce.com/s/articleView?id=service.cc_service_rules.htm&language=en_US&type=5) |
| Work Summaries default | Generated at conversation end; rep reviews and saves | [Setting Up Work Summaries](https://help.salesforce.com/s/articleView?id=service.work_summaries_set_up.htm&language=en_US&type=5) |
| Irreversible macros | Submit Action; Manage Macros Users Can't Undo | [Macros](https://help.salesforce.com/s/articleView?id=service.macros_def.htm&type=5) |
| Classic macro limits | No multi-select picklists, no logical expressions | [Create Macros in Classic](https://help.salesforce.com/s/articleView?id=service.macros_create.htm&language=en_US&type=5) |
| Bulk macros | Accounts, Cases, Contacts, Leads list views; groups of 10 | [Bulk Macros](https://help.salesforce.com/s/articleView?id=service.macros_run_bulk.htm&type=5) |
| Workflow Rules and Process Builder | Out of support since December 31, 2025; migrate to Flow | [End of Support](https://help.salesforce.com/s/articleView?id=001096524&type=1) |

## Check yourself

- Why might classified cases never reach a rep?
- When does a Work Summary save without rep review?
- Which instruction makes a macro irreversible, and what permission does it need?
- When would you choose Flow over a macro?

## Sources

- [Run Assignment Rules for Einstein Case Classification](https://help.salesforce.com/s/articleView?id=service.cc_service_rules.htm&language=en_US&type=5)
- [Set Up Einstein Classification Apps](https://help.salesforce.com/s/articleView?id=service.cc_service_setup.htm&type=5)
- [Einstein Classification Apps Benefits](https://trailhead.salesforce.com/content/learn/modules/service_case_class/learn-about-einstein-case-classification)
- [Setting Up Work Summaries](https://help.salesforce.com/s/articleView?id=service.work_summaries_set_up.htm&language=en_US&type=5)
- [Get Started with Agentforce for Service](https://trailhead.salesforce.com/content/learn/modules/agentforce-service-agent-quick-look/get-started-with-agentforce-service-agent)
- [Automate Repetitive Tasks with Macros](https://help.salesforce.com/s/articleView?id=service.macros_def.htm&type=5)
- [Create Macros in Salesforce Classic](https://help.salesforce.com/s/articleView?id=service.macros_create.htm&language=en_US&type=5)
- [Run a Bulk Macro on Multiple Records](https://help.salesforce.com/s/articleView?id=service.macros_run_bulk.htm&type=5)
- [QuickText](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_quicktext.htm)
- [Salesforce Workflow Rules & Process Builder End of Support](https://help.salesforce.com/s/articleView?id=001096524&type=1)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 8 linked practice questions, and unlimited timed mock exams are included with the Agentforce Service Consultant pack (USD $19): https://www.certifyforce.com/practice-exams