A Primer to Salesforce Einstein

Primer on Einstein - Techforce Services

Salesforce Einstein is not just the cool, new artificial intelligence analytical system from Salesforce. Salesforce Einstein is the cool, new and effective artificial intelligence from Salesforce.

To say it simply – Einstein is your smart CRM assistant. It enables you to discover relevant facts and themes based on your data. And you would not have to build sophisticated software or statistical models.

Einstein is an intelligent agent that’s always on. It breaks through roadblocks and speeds up your team’s work. You get answers to questions like:

  1. Why did it happen? What’s the diagnosis behind the facts?
  2. What will happen? Is there a trend, or is this just an isolated incident?
  3. What are some effective options for dealing with the situation?

Types of Einstein Systems

Within Salesforce there are two kinds of Einstein systems:

Einstein Out-of-the-Box Applications

In this, artificial intelligence is embedded into applications already in use. That is, Einstein is inherently present throughout the Salesforce UI.

Einstein Platform

The Einstein Platform includes powerful tools that allow admins and developers to build a customized smart assistant for their business.

For this post we will cover what can the out of the box Einstein application do for your organization.

  1. Cloud Applications
    1. Sales Cloud
    2. Service Cloud
    3. Marketing Cloud
    4. Commerce Cloud
  2. Einstein Features
    1. Bots
    2. Voice
    3. Prediction Builder
    4. Discovery

Einstein for Sales Cloud

Boost the performance of your sales team with Einstein Sales Cloud. Some practical ways that can be done include

  1. Increase win rates: Your sales rep can now know which clients are more probable to covert. With an respond quickly to relevant clients, they stand a higher chance of boosting their win rates.
  2. Discover pipeline trends to take action: The availability of large amount of data can be quite overwhelming. Einstein helps your sales reps sift through the data quickly. Additionally, it identifies trends and can make recommendations.
  3. Spend more time to sell: With Einstein, the interface is easy to use and the analytics is at your fingertips. Now, your sales rep can focus on actual selling instead of creating reports.
Einstein for Sales Cloud - Techforce Services Blog
Source: Trailhead

Einstein for Service Cloud

To provide a great customer experience, your service agents need to be on top of the customer data. With Einstein for Service Cloud, your service agents can do so easily.

Each case can be paired with data from related cases, departments or any other configuration. This gives the agent or the supervisor the ability to understand trends and discover solutions faster.

Einstein for Service Cloud - Techforce Services Blog
Source: Trailhead

For example, a contact centre at a telecom company may get a call from an agitated customer with on incorrect billing. The agent handling the customer, can access & analyse different pieces of information simultaneously. He may come to the conclusion that the issue is because of a bug in a new plan’s system which was recently launched. Now, he will be able solve the problem, and alert the management to fix it so that it does not impact other users.

Einstein for Marketing Cloud

Your marketing team is meant to get your sales team the qualified leads. They have to deal with a large number of uncertainties with a large number of potential customer. They also have to make sure they communicate the relevant message to the relevant audience.

One of the benefits that Salesforce Einstein with Marketing Cloud brings is the ability to segment the audience into effective persona categories. Doing so is possible as Einstein sifts through billion of data points. This will allow the marketing team to have targeted messaging guiding them through their journey.

Einstein for Marketing Cloud - Techforce Services Blog
Source: Trailhead

Einstein for Commerce Cloud

Nowhere does the customer today demands personalization more than while shopping. Salesforce Commerce Cloud is the rare ecommerce solution that has AI ingrained at its core. Using Einstein in Commerce Cloud, you can provide your shoppers with a highly personalized service.

When a user lands on your ecommerce site again, you can personalize the entire landing page based on past experience and activities. The predictive capabilities can sort the products being searched. Or a continuously learning application can make product recommendations which are more contextual.

Besides providing a superior customer experience, Einstein can automate labour intensive tasks. This will allow more time for your team to create new strategies.

Einstein for Commerce Cloud - Techforce Services Blog
Source: Trailhead

Einstein Bots

They allow you to build a smart assistant into your customers favorite channels like chat, messaging or voice.  Einstein Bots use Natural Language Processing (NLP) to provide instant help for customers. They do so by answering common questions or gathering the relevant information from the customer. They can then hand off the conversation seamlessly to the right agent for more complex questions or cases.

Einstein Bots - Techforce Services Blog
Source: Trailhead

Einstein Voice

All your users can now talk to Salesforce from any device. With Einstein Voice Assistant and and Einstein Voice Bots, it can support both your customers and team.

Einstein Voice - Techforce Services Blog
Source: Trailhead

Einstein Prediction Builder

Einstein Prediction Builder is a simple point-click wizard. It allows you to quickly make custom predictions on your non-encrypted Salesforce data.

Einstein Prediction Builder - Techforce Services Blog
Source: Trailhead

Einstein Discovery

Einstein Discovery  predicts outcomes without requiring your own data scientist.

There is an important difference between Einstein Discovery and Einstein Prediction Builder. Discovery is more geared toward analysts in a business. Einstein Prediction Builder enables Salesforce admins to embed predictions for their Salesforce users.

Einstein discovery - Techforce Services Blog
Source: Trailhead

Salesforce Einstein is an ever evolving tool. The use cases are endless and there are many ways using it can positively impact your business. What are the some of the ways you are using Salesforce Einstein?

This post is contributed by our Functional Consultant, Chengappa. Know more about him here.

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