Ivan Harris Cheat Sheet - Salesforce Ben

Cheat Sheet:

10 Salesforce EinsteinFeatures that Enhance Customer Service

Ivan HarrisSalesforce Independent Consultant, Apress Author, AppExchange ISV Partner |

Official Member at Forbes Technology Council

Please note:

● Salesforce® is a trademark of Salesforce.com, inc. All screenshots are copyright ©

Salesforce.com, inc.

● Please do not make purchasing decisions based on this presentation, content is for

guidance only.

● No warranty is implied or given as to the accuracy of the information.

● Please contact Salesforce, or your preferred Salesforce Consultancy, for further

information, including pricing.

● Views are my own and I hope that you find them useful.

● Please email me if you have any suggested improvements or corrections - my details are

on the last slide.

Resolving Customer Inquiries with AI-powered

Automation and Agent Assistance

1June 2020 Copyright © 2020 Ivan Harris

IntroductionThis slide deck summarises the Salesforce Einstein features that can be added to Salesforce Service Cloud to enhance customer service. Repetitive inquiries can then be resolved using automation, allowing service agents to focus on more complex issues. For inquiries that cannot be resolved automatically, Einstein can assist agents in resolving inquiries more quickly, accurately and consistently.

Please read this slide deck with the accompanying blog post.


Feature Category Feature Slide #

App Feature (Bundled with the Service Cloud User feature license) Feature 1: Einstein Article Recommendations 3

App Feature (Licensing TBC) Feature 2: Einstein Reply Recommendations 4

App Feature (Included with the Service Cloud Einstein add-on SKU) Feature 3: Einstein Next Best Action 5

Feature 4: Einstein Case Classification 6

Feature 5: Einstein Case Routing 7

Feature 6: Service Analytics 8

Platform Services Feature 7: Einstein Prediction Builder 9

Feature 8: Einstein Bots 10

Feature 9: Einstein Vision 11

Feature 10: Einstein Language 12

Feature 1: Einstein Article Recommendations Help service agents respond faster by recommending Knowledge articles that will help them resolve a customer’s inquiry.


Helphttps://help.salesforce.com/articleView?id=einstein_article_recommendations_introduction.htm

TrailheadNone yet

Pricinghttps://www.salesforce.com/editions-pricing/service-cloud/

• Einstein recommends Knowledge articles to attach to cases and send to customers.

• Fields on cases are used to predict the most likely Knowledge articles to recommend.

• Recommendations appear in Lightning Service Console using the Knowledge Lightning component.

Overview

• Available: In Professional, Enterprise, Unlimited, and Developer editions.

• Einstein Sentiment is only available for English text.

• Pricing: $4,000 for 1 million predictions/month.

• Available: In Enterprise, Performance, and Unlimited editions.

• Pricing: Included with Service Cloud license fee.

• Only for Knowledge articles written in English.

• 100+ Knowledge articles and 1000+ closed cases required.

Prerequisites

https://help.salesforce.com/articleView?id=einstein_article_recommendations_introduction.htm

https://www.salesforce.com/editions-pricing/service-cloud/

Feature 2: Einstein Reply Recommendations Recommend replies to customer inquiries on the Chat service channel to improve agent productivity.


HelpNone yet

TrailheadNone yet

PricingTBC

• Einstein recommends replies to customer inquiries on the Chat channel. Agents can post the reply as is or edit it first.

• Historical closed chat transcripts are analysed to create suggested replies, which can be edited and approved.

• Suggestions appear in the Einstein Suggestions Card in the Lightning Service Console.

Overview




• Available: In Enterprise, Performance and Unlimited editions.

• Pricing: TBC.

• Available in English with limited support for other languages.

• 10,000+ closed English chat transcripts required.

Prerequisites

Feature 3: Einstein Next Best ActionBuild business logic to help guide service agents to perform the right actions and make the right offers to customers at the right time.


Helphttps://help.salesforce.com/articleView?id=einstein_next_best_action.htm

Trailheadhttps://trailhead.salesforce.com/en/content/learn/modules/einstein-next-best-action

Pricinghttps://www.salesforce.com/editions-pricing/service-cloud/einstein/

• Make next best action recommendations based on customer data, business logic, Einstein Discovery models and Einstein Prediction Builder models.

• Automate fulfilling the recommendation using Flows.

• Recommendations appear in Lightning Service Console using the Einstein Next Best Action Lightning component.

Overview




• Available: In Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

• Pricing: All orgs receive 5,000 Next Best Action requests per month at no charge. Purchase the Service Cloud Einstein SKU at $50 pupm for unlimited requests per user. Purchase Einstein Next Best Action Additional Requests SKU at $50 pm for an additional 10,000 org-wide requests.

Prerequisites

https://help.salesforce.com/articleView?id=einstein_next_best_action.htm

https://trailhead.salesforce.com/en/content/learn/modules/einstein-next-best-action

https://www.salesforce.com/editions-pricing/service-cloud/einstein/

Feature 4: Einstein Case ClassificationSave agents time and improve case data quality by recommending field values. Auto populate fields when Einstein prediction confidence is high enough. Then automatically route cases using Einstein case routing.


Helphttps://help.salesforce.com/articleView?id=cc_service_what_is.htm

Trailheadhttps://trailhead.salesforce.com/en/content/learn/modules/service_case_class


• Einstein predicts case field values based on the values set by service agents on historical closed cases.

• Recommends field values for agents to select or automatically populates fields based on Einstein confidence levels.

• Recommendations appear in Lightning Service Console using the Case Details Lightning component.

Overview





• Pricing: Included in the Service Cloud Einstein SKU at $50 pupm.

• 1,000+, preferably 10,000+ historical cases closed in the past 6-months. 100+ cases with the field-value combination to predict. Less than 100 values per field.

• Supports checkbox, picklist and lookup fields.

Prerequisites

https://help.salesforce.com/articleView?id=cc_service_what_is.htm

https://trailhead.salesforce.com/en/content/learn/modules/service_case_class


Feature 5: Einstein Case RoutingUse existing case assignment rules, Attribute Setup for Skills-Based Routing, custom routing or external routing to automatically route cases after Einstein Case Classification has auto-populated a field value.


Helphttps://help.salesforce.com/articleView?id=omnichannel_einstein_case_routing.htm

TrailheadNone yet


• Automatically routes cases after Einstein Case Classification has auto-populated a field.

Overview





• Pricing: No additional fees once you have purchased Einstein Case Classification, which is Included in the Service Cloud Einstein SKU at $50 pupm.

Prerequisites

https://help.salesforce.com/articleView?id=omnichannel_einstein_case_routing.htm


Feature 6: Service AnalyticsGet actionable insights into your Service Cloud data using pre-built dashboards and datasets that include historical performance, trending and industry standard KPIs. Use the dashboards as-is, then modify and evolve them to suit your needs.


Helphttps://help.salesforce.com/articleView?id=bi_app_service_wave.htm

Trailheadhttps://trailhead.salesforce.com/content/learn/modules/service_wave_app_intro


• Service managers can use historical performance, trending and KPI data to visualize service department performance.

• Service agents can view case and customer data to help make faster and more informed decisions when resolving inquiries.

• Create an app to view dashboards on desktop and mobile devices.

Overview




• Available: In Enterprise, Performance, Unlimited and Developer editions.

• Pricing: Included in the Service Cloud Einstein SKU at $50 pupm. If you have an Einstein Analytics Growth or an Einstein Analytics Plus platform license, a Service Analytics license is included.

Prerequisites

https://help.salesforce.com/articleView?id=bi_app_service_wave.htm

https://trailhead.salesforce.com/content/learn/modules/service_wave_app_intro


Feature 7: Einstein Prediction BuilderEnhance business processes by including predicted customer interests, behaviours and actions based on similar customers to power workflows and make more informed decisions.


Helphttps://help.salesforce.com/articleView?id=custom_ai_prediction_builder.htm

Trailheadhttps://trailhead.salesforce.com/en/content/learn/modules/einstein-prediction-builder

Pricinghttps://www.salesforce.com/products/einstein-analytics/pricing/

• Predict case field values using historical case field values.

• Add Einstein Prediction Builder results to Next Best Action to include predicted customer interests, behaviors and actions when making a recommendation.

Overview




• Available: In Enterprise, Performance, Unlimited and Developer editions.

• Pricing: Included in the Einstein Predictions SKU at $75 pupm (20 predictions, enable 10 at a time ) and the Einstein Analytics Plus SKU at $150 pupm (45 predictions, enable 35 at a time).

• Minimum of 400 records required for training Einstein with 100 records per field value.

Prerequisites

https://help.salesforce.com/articleView?id=custom_ai_prediction_builder.htm

https://trailhead.salesforce.com/en/content/learn/modules/einstein-prediction-builder

https://www.salesforce.com/products/einstein-analytics/pricing/

Feature 8: Einstein BotsPartially or fully automate the resolution of repetitive customer inquiries on the Chat and Messaging service channels, to allow service agents to focus on more complex cases.


Helphttps://help.salesforce.com/articleView?id=bots_service_intro.htm

Trailheadhttps://trailhead.salesforce.com/en/content/learn/modules/service_bots_basics

Pricinghttps://www.salesforce.com/editions-pricing/service-cloud/digital-engagement/

• Add Einstein Bots to Chat and Messaging (SMS, Facebook Messenger and WhatsApp) channels.

• Build transactional bots (menu driven), conversational bots (using Natural Language Processing) or a hybrid of both.

• Automate business processes or gather information using pre-chat forms and transfer to agents for resolution.

Overview




• Available: In Enterprise, Performance, Unlimited, and Developer editions.

• Pricing: Included in the Digital Engagement SKU at $75 pupm (includes 25 bot conversations pupm ). Additional bot conversations $50 for 100 conversations per month.

Prerequisites

https://help.salesforce.com/articleView?id=bots_service_intro.htm

https://trailhead.salesforce.com/en/content/learn/modules/service_bots_basics

https://www.salesforce.com/editions-pricing/service-cloud/digital-engagement/

Feature 9: Einstein VisionBuild image classification deep learning models for product identification and search.


Helphttps://metamind.readme.io/docs/introduction-to-the-einstein-predictive-vision-service

Trailheadhttps://trailhead.salesforce.com/en/content/learn/projects/predictive_vision_apex

Pricinghttps://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/pricing/all-add-ons.pdf

• Use pre-built, or create your own, models to recognize and classify images, identify and count objects in a photograph or read text in a picture.

Overview






Prerequisites

https://metamind.readme.io/docs/introduction-to-the-einstein-predictive-vision-service

https://trailhead.salesforce.com/en/content/learn/projects/predictive_vision_apex

https://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/pricing/all-add-ons.pdf

Feature 10: Einstein LanguageCreate custom intent models to understand the meaning of unstructured text. Build custom sentiment models, or use the pre-built ones, to determine if someone is unhappy, happy or neutral from unstructured text.


Helphttps://metamind.readme.io/docs/intro-to-einstein-language

Trailheadhttps://trailhead.salesforce.com/en/content/learn/modules/einstein_intent_basics/einstein_intent_

basics_prep

Pricinghttps://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/pricing/all-add-ons.pdf

• Einstein Language consists of Einstein Intent and Einstein Sentiment.

• Einstein Intent: Use customizable intent analysis models to understand the meaning of a customer’s question.

• Einstein Sentiment: Custom or pre-trained sentiment models allow you to classify text into positive, neutral or negative sentiment.

Overview







Prerequisites

https://metamind.readme.io/docs/intro-to-einstein-language

https://trailhead.salesforce.com/en/content/learn/modules/einstein_intent_basics/einstein_intent_basics_prep

https://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/pricing/all-add-ons.pdf

THANK YOU!

Ivan Harris

Website: https://www.ivanharris.me

Email: [email protected]


Ivan Harris Cheat Sheet - Salesforce Ben

Documents

Transcript of Ivan Harris Cheat Sheet - Salesforce Ben