Case Management13% of the exam
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.
Differentiate the use cases and capabilities of Agentforce Service automation.
~7 min read · 8 practice questions ·
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
Classification timing
- Detail
- Once, right after case creation; Wrap-Up on demand or when a chat ends
Data to train
- Detail
- At least 400 closed cases with a value in each predicted field
Routing after classification
- Detail
- Only the rule types selected on the setup page, and only if rules exist
Model-building permissions
- Detail
- View Setup, Customize Application, Manage Profiles and Permission Sets, Edit on cases or Modify All Data
Einstein Case Routing license
- Detail
- Service Cloud Einstein add-on
Work Summaries default
- Detail
- Generated at conversation end; rep reviews and saves
Irreversible macros
- Detail
- Submit Action; Manage Macros Users Can't Undo
Classic macro limits
- Detail
- No multi-select picklists, no logical expressions
Bulk macros
- Detail
- Accounts, Cases, Contacts, Leads list views; groups of 10
Workflow Rules and Process Builder
- Detail
- Out of support since December 31, 2025; migrate to Flow
Sources for this section (7)
- Einstein Classification Appstrailhead.salesforce.com (opens in a new tab)
- Run Assignment Ruleshelp.salesforce.com (opens in a new tab)
- Setting Up Work Summarieshelp.salesforce.com (opens in a new tab)
- Macroshelp.salesforce.com (opens in a new tab)
- Create Macros in Classichelp.salesforce.com (opens in a new tab)
- Bulk Macroshelp.salesforce.com (opens in a new tab)
- End of Supporthelp.salesforce.com (opens in a new tab)
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Service Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 21 lessons of the Agentforce Service Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (8 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams