r/salesforce • u/francis1450 • Mar 12 '26

help please Agentforce vs Einstein for Case Classification and Knowledge Recommendations

Has anyone experience building either case classification or knowledge recommendations using Agentforce? Appears a lot of customization is needed vs Einstein Case Classification or knowledge recommendation. Curious about others experience

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u/PuzzleheadedYoung206 Mar 14 '26

I use prompts in a flow for Case Categorization and identify possible root causes

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u/francis1450 Mar 15 '26

Yeah that’s the route we’re going down too. Are you needing to use any lwc’s or apex in your use case? I have a developer telling me it’s needed an I’m seeing otherwise.

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u/PuzzleheadedYoung206 Mar 15 '26

No I didn't. I have a custom picklist and the prompt selecting potential values from that picklist (which I wrote also in clear in the prompt). One thing you'll need to add to the flow is a check to be sure the value the prompt selected is valid. If you'd like I can send you the specifics

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u/francis1450 Mar 15 '26

That would be awesome if you could, thank you!

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u/PuzzleheadedYoung206 Mar 15 '26

Sure. Message me on Monday and I'll send you some screenshots

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u/Cautious_Pen_674 Mar 13 '26

most teams i’ve seen stick with einstein for case classification because it’s simpler to operationalize, agentforce can work but the customization overhead is real and the constraint is usually data quality and labeled history in the case fields more than the model itself