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Salesforce AI Solutions for your CRM
Empower your Sales, Service, and Marketing with Einstein AI
Top 3 AI features for your Salesforce CRM
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Your personal AI-assistant that will help you compose a letter, find information, and much more.
Copilot
Give sales teams insights about their customer calls and surface coachable moments. Managers and reps can play recordings of conversations to gain visibility into mentions of competitors, products, custom keywords, pricing discussions, and next steps.
Einstein
Conversation Insights
Conversation Insights
Uncovers vital relationships by exploring diverse data sources, including unstructured web pages and structured information from Salesforce records. Your sales teams can effectively target the right individuals and companies, seize more opportunities, and successfully close deals.
Einstein
Relationship Insights
Relationship Insights
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A list of Salesforce AI features that will empower your Sales, Service, and Marketing
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Empowers to seamlessly integrate AI-driven recommendations generated by Einstein Recommendation Builder into your Next Best Action strategies. By leveraging the continuous learning capabilities of Einstein from past data and user responses, users can receive highly personalized recommendations.
Uncovers vital relationships by exploring diverse data sources, including unstructured web pages and structured information from Salesforce records. Equipped with evidence documents that provide context for each relationship, your sales teams can effectively target the right individuals and companies, seize more opportunities, and successfully close deals.
Bots transform the web-to-lead experience and help your sales team sell more. Each buyer assistant includes CRM-powered dialogs and automation flows that help it to connect with customers. A buyer assistant can pitch your products’ value after business hours, notify relevant team members when a customer is chatting, intelligently route leads to your sales team, and schedule customer meetings for your sales team. After creating a buyer assistant bot, you can personalize the conversation experience and adjust the built-in flows to meet your business needs.
Makes it easy to analyze Sales Cloud data, which can be gathered from different resources. Apps include useful templates, including forecasting.
Provides a holistic view of your activity data. By incorporating Activity Metrics fields into list views, page layouts, reports, triggers, processes, and more, you gain a comprehensive understanding of activities added to Salesforce, whether manually or through Einstein Activity Capture. It helps your sales team experience enhanced visibility and make informed decisions.
Equips sales reps with critical sales context alongside relevant emails, streamlining their ability to deliver the ideal response at the opportune moment. By automatically detecting key signals like pricing discussions or customer requests, it highlights them for analysis, ensuring sales reps never miss important details.
Einstein Forecasting
Uses AI technology to bring more certainty and visibility to your forecasts. Improve forecasting accuracy, get forecast predictions, and track how sales teams are doing. When Einstein Forecasting is enabled, the summary on the forecasts page shows the Einstein prediction column. The values in this column are the median predicted amounts for each manager’s team. Predictions are based on opportunities within the Best Case and Commit forecast categories.
Provides sales reps with access to the Recommended Connections component. This allows them to identify colleagues who have the strongest connections to a prospect. By leveraging these connections, reps can effectively reach out to colleagues who can assist in initiating conversations with prospects.
Einstein Automated Contacts
Saves you time on data entry by leveraging your activities. It uses email and event activity to find and add new contacts and opportunity contact roles in Salesforce. By analyzing email signatures, it intelligently extracts relevant information, such as contact titles, and suggests them to user. These suggestions are seamlessly integrated into the Einstein Insights component, providing a convenient and efficient way to access new data.
Is a powerful tool that keeps your data synchronized between Salesforce and your email and calendar applications. It focuses on three key types of data: emails, events, and contacts. By capturing and syncing these data points, Einstein Activity Capture ensures that your information is always up to date.
Einstein Opportunity Scoring
Uses data science and machine learning to prioritize your sales opportunities. Each opportunity is given a score from 1 to 99, helping sales reps focus on the most promising deals. It provides insights into what factors influenced the score and offers suggestions for improvement. With Opportunity Scoring, sales team can avoid losing track of deals, identify support needs, and leverage past successes for higher win rates.
Einstein Lead Scoring
Leverages data science and machine learning to find the patterns in your successful lead conversion history and determine which of your current leads match those patterns best. A lead score is assigned to each record, enabling businesses to effectively evaluate and prioritize their sales leads. This feature empowers organizations to optimize their lead management processes and focus their efforts on leads with the highest potential for conversion.
Call Explorer
Allows users to quickly gather information about a call, such as product mentions or outstanding customer questions.
Call Summaries
Let create AI-assisted call summaries on voice and video calls. A standard call summary includes the summary itself, the customer impression, and any next steps.
Сreate personalized email drafts for common sales scenarios, such as introductions and follow-up notes.
Can understand a natural language search in different ways. If Einstein doesn’t interpret your search as you intended, you can change the filters that Einstein applied to the search. After you select new values, the search results are updated in real time.
Copilot - Custom Actions
Custom Actions - flows, Apex or Prompts which can be used during the conversation with AI, based on your needs. For example, get all open high priority cases for given contact name.
Finds and retrieves Salesforce records based on the user’s request and specific conditions, such as the values of fields. For example, “Find all leads with a status of Qualified.” - request will return all leads where Status = Qualified.
Searches for Salesforce records by name and returns a list of matching record IDs. For example, if a user enters, “Show me the Acme records” in a Salesforce org with multiple records related to “Acme,” the action can return the Acme account, the Acme - 20k opportunity, and the Acme - 50k opportunity.
Interprets the user’s input to determine which object the user is referring to and then returns a list of matching object names so other actions can be taken. For example, if you enter "Acme", the list of objects including Acme in the name will be returned.
Creates or revises a draft of a sales email to a contact or lead based on the user’s request and available email types. Email drafts include a recipient, subject, and email body. Email drafts can be sent through the Salesforce email composer or copied to another email client. For example, “Send an email to Liam Reynolds to continue the conversation from earlier this month. Ask to schedule a 45-min conversation about AI models, including lead scoring and next best product.”
Answers a question from a user based on information from relevant knowledge articles. For example, "What’s our return policy for online purchases that were bought during a promotional sale?"
Answers aggregation questions about Salesforce data, such as count, sum, average, max, min, and group-by. For example, "Show me all open cases grouped by priority" - result will look like this: Grouping open cases by priority to show the distribution. Medium - 121, Low - 12, Critical - 2, High - 12.
Copilot - Get Forecast Guidance
Gathers information about how a sales rep is tracking toward meeting their Committed and Most Likely quota for the current forecast period. The output includes the seller’s forecast amount, a list of any deals at risk, and why they’re considered risky.
Copilot - Explore Conversation
Answers a user’s questions about voice or video calls based on the contents of the call transcript. For example, if the user enters “What was the customer sentiment on the call?” in the Einstein panel, the action delivers an answer based on the customer’s language in the call transcript.
Generates a summary of a record. The output depends on the record type and the prompt templates the user has access to. For example, “Summarize the Acme account” - request will return summary for Acme account.
Prompt Builder
A prompt is the set of questions or instructions. Can be used to provide suggestions to field values, sales emails, record summaries based on input.
Give sales teams insights about their customer calls and surface coachable moments. Managers and reps can play recordings of conversations to gain visibility into mentions of competitors, products, custom keywords, pricing discussions, and next steps. Sales leaders can extract conversation trends and visualize insights related to voice and video calls.
Einstein Conversation Insights
Searches for and returns a list of opportunities that are similar to, but not duplicates of, a specified Salesforce opportunity. An explanation of the similarities is returned with each opportunity record.
Copilot - Meeting Follow-up
There is no an official description yet.
Copilot - Create Close Plan
Generates a sales plan to help sales reps close an opportunity by its target date. For example, "What steps should I take to close this deal?"
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Prompt Builder
A prompt is the set of questions or instructions. Can be used to provied suggestions to field values, sales emails, record summaries based on input.
Generates a summary of a record. The output depends on the record type and the prompt templates the user has access to.
Answers aggregation questions about Salesforce data, such as count, sum, average, max, min, and group-by.
Copilot - Answer Questions with Knowledge
Answers a question from a user based on information from relevant knowledge articles.
Interprets the user’s input to determine which object the user is referring to and then returns a list of matching object names so other actions can be taken.
Searches for Salesforce records by name and returns a list of matching record IDs. For example, if a user enters, “Show me the Acme records” in a Salesforce org with multiple records related to “Acme,” the action can return the Acme account, the Acme - 20k opportunity, and the Acme - 50k opportunity.
Finds and retrieves Salesforce records based on the user’s request and specific conditions, such as the values of fields.
Copilot - Custom Actions
Flows, Apex or Prompts which can be used during the conversation with AI, based on your needs. For example get all open high priority cases for given contact name.
Einstein Search
Can understand a natural language search in different ways. If Einstein doesn’t interpret your search as you intended, you can change the filters that Einstein applied to the search. After you select new values, the search results are updated in real time.
Einstein Conversation Insights
Give sales teams insights about their customer calls and surface coachable moments. Managers and reps can play recordings of conversations to gain visibility into mentions of competitors, products, custom keywords, pricing discussions, and next steps. Sales leaders can extract conversation trends and visualize insights related to voice and video calls.
Empowers to seamlessly integrate AI-driven recommendations generated by Einstein Recommendation Builder into your Next Best Action strategies. By leveraging the continuous learning capabilities of Einstein from past data and user responses,users can receive highly personalized recommendations.
Can generate replies during a customer chat. Or, draft and send emails based on recommended Knowledge articles, directly from the Case page.
When a messaging session or voice call is transferred to an agent, or an agent requests help from a supervisor, Einstein shows the new participant a summary of the conversation to get them caught up.
Can understand a natural language search in different ways. If Einstein doesn’t interpret your search as you intended, you can change the filters that Einstein applied to the search. After you select new values, the search results are updated in real time.
Generative AI - Einstein Knowledge Creation
Uses conversation transcripts to draft fluent, relevant knowledge articles that agents review, edit, and save.
Einstein Bots
Are a powerful tool that use Artificial Intelligence (AI) to improve the customer service experience. Einstein Bots can live on many channels, including SMS, Chat, Slack, Facebook Messenger, and WhatsApp – and they support conversations in multiple languages.
Einstein Case Routing
Seamlessly incorporates your existing case routing logic to ensure accurate assignment of cases to the appropriate agents. It works when Einstein Case Classification automatically saving predicted field values to a case.
Einstein Case Wrap-up
Suggests field values based on past cases and chat transcripts, unlocking key customer service data. Agents can learn valuable information during chats, and when the chat ends, Einstein provides recommendations for case field values. These recommendations are based on language patterns in closed cases and chat transcripts.
Automates case summaries by predicting and filling in key details such as summary, issue, and resolution. With Einstein's contextual understanding, the generated summaries become more accurate and detailed as chat sessions progress. When agents end a chat, Einstein promptly generates a new summary, issue, and resolution based on the complete conversation. It helps to boost agent efficiency and streamline service experiences.
Save agent time by suggesting relevant knowledge articles to solve customer cases. With a few clicks, build a model based on selected case and article fields. The model proactively examines new cases, identifies key language and suggests problem-solving articles. Recommendations appear in the Knowledge component of the Lightning Service Console, eliminating manual search and enabling quick attachment to cases.
Einstein Case Classification
Eliminates guesswork and accelerates case resolution. With AI-powered classification models trained on closed-case data, Einstein provides field value recommendations immediately after case creation. Agents can view auto-populated data in the Service Console's "Case Classification" component. This feature simplifies case management and enhances productivity.
Is a powerful tool for service managers and agents to leverage data for business success. With prebuilt dashboards and datasets, it accelerates data exploration, providing key performance indicators and actionable insights. Managers gain a complete view of customer data, while agents make quick decisions with case snapshots. Accessible on any supported device, Service Analytics delivers intuitive insights and allows customization to fit your business needs.
Einstein Conversation Mining
Leverages the power of Natural Language Processing (NLP) to identify and analyze the most common types of interactions with customers. By extracting valuable insights from these conversations, it recommends optimization strategies for your processes, self-service channels, and knowledge base.
Einstein Copilot: Service Actions
There's no official information yet.
Searches for and returns a list of opportunities that are similar to, but not duplicates of, a specified Salesforce opportunity. An explanation of the similarities is returned with each opportunity record.
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Einstein Engagement Scoring
Сategorizes subscribers into four personas based on past email engagement. Analyzing opens, clicks, and unsubscribes, it predicts future engagement and assigns scores. Marketers use these scores to target audiences efficiently.
Einstein Engagement Frequency
Optimizes email campaigns by analyzing past interactions to determine ideal message frequency and prevents unsubscribes by ensuring the right volume of emails is sent to each customer.
Einstein Messaging Insights
Proactively monitors email performance, alerting users to anomalies for swift action, optimizing both journey and batch sends.
Analyzes subject lines in commercial emails using 90 days of English language data, providing optimization suggestions based on Language Factors, Emotional Tone, Top Performing Phrases, and Most Frequently Used Phrases to empower Marketing Cloud users to enhance email engagement.
Einstein Split
Guides customers through tailored journey paths in Journey Builder using their Einstein Engagement Score or persona to ensure personalized experiences and optimal engagement.
Dynamically personalizes email content at the moment of opening, ensuring automated, intelligent, and real-time message personalization at scale.
Simplifies image organization in Marketing Cloud by automatically applying searchable tags to image files in content library.
Einstein Email Recommendations
Enhances email campaigns with personalized product suggestions, utilizing the Catalog of assets to showcase relevant items to subscribers upon email opening, increasing engagement and conversion likelihood by tailoring content to individual preferences.
Einstein Send-Time Optimization
Ensures optimal engagement by delivering emails and push notifications to each subscriber at their most receptive time.
Einstein Behavior Scoring
Is an AI-enabled B2B marketing automation that tracks prospect interactions, identifies buying signals, and increases scores based on purchase intent patterns, presented as a Lightning component.
Einstein Campaign Insights
Maximizes campaign effectiveness by analyzing prospect engagement and key attributes, identifying successful elements and anomalies, and segmenting prospects for targeted insights.
Einstein Marketing Insights
As a Marketing Cloud Intelligence feature integrates seamlessly into total marketing performance management by revealing crucial insights from your data. With EMI bots, effortlessly track and optimize KPIs as they identify key drivers and strategies for enhancing performance, ensuring your marketing initiatives remain focused and yield optimal outcomes.
Lookalikes
A Salesforce Data Cloud feature, enables you to automatically expand the reach and effectiveness of your top-performing marketing campaigns. Utilize this tool to discover audiences mirroring your existing ones, leveraging insights from your entire audience pool. Tailor the seed segment and specify additional demographics and characteristics to refine audience selection.
Here's how Salesforce artificial intelligence functions
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