Salesforce Einstein is a very important feature of Salesforce CRM that uses artificial intelligence tools. Artificial Intelligence is a part of machine learning, it helps to predict customers behavior, helps to sales reps to reach out potential customers and save time, their engagement on multiple channels, what they are looking for, and provide them better customer service, product recommendations, efficiently resolve their cases, and it also helps increase the revenue. So knowledge of artificial intelligence also plays an important role in Salesforce Einstein. Here is an overview of Salesforce Einstein.
So, in short, we can define Salesforce Einstein as:
“Salesforce CRM has embedded with a lot of intelligence into the existing clouds for example there are many einstein features in sales cloud, in marketing cloud, service cloud and commerce cloud.”
Don't forget to check out: 4 Major Advantages of Salesforce Einstein Analytics for Sales Managers
Benefits of Salesforce Einstein IN Business:
- Einstein helps us to build intelligent applications, business processes, and workflows for every Company or industry and function.
- In the field Sales, Salesforce einstein helps reps to the best opportunities and leads so they can increase the conversion rates, can close more and more deals with customers.
- In the field of Service, salesforce einstein helps us, customers to find answers immediately on their mode of channels and helps agents to resolve cases faster by urgent cases and recommending the correct articles that are helpful.
- In the field of Marketing, salesforce Einstein helps marketers send the right content to the right customer at the right time on the right channel so that it increases customer engagement along the journey.
- In the Commerce field, Salesforce Einstein helps retailers recommend the finest product to all customers, and increase revenue.
Einstein allows all Salesforce users to:
- It discovers insights that bring the best new clarity about your company’s customers.
- It predicts outcomes so that your users can make decisions faster with confidence and perform actions more positively.
- It recommends the best actions for them and makes the most out of every engagement in which they are involved.
- Automate routine tasks and priority, so your users can focus on customer success in a better way.
Salesforce Einstein in Sales Cloud:
In the Sales cloud, the aim is to sell more and more products. We know it is important for sales reps to prioritize their leads so that they can convert the most leads to the right opportunities and focus and can work on it. They also need to keep in touch with their prospect customers and identify the right time to follow up for the product. For every sales reps productivity is the most and most important asset for them to grow their business. Reps will be more productive when they know the best opportunities and reach them at the right time with the right offer.
Sales Cloud Einstein helps your sales reps as:
- Einstein Boost the win rates for sales reps to prioritize their leads and opportunities to convert into customers.
- It helps to discover trends and take necessary and required action by analyzing sales cycles.
- Salesforce Einstein maximizes the time spent selling by automating data capture.
Products and features:
- Automated Lead scoring
Salesforce Einstein Service Cloud:
In Order to offer incredible customer service with artificial intelligence. Along with the help of artificial intelligence, companies can provide better customer service along with a good service experience. With artificial intelligence bound into your service cloud, customer service agents use predictive intelligence in order to increase customer satisfaction by using predictive scores and views.
Service Cloud Einstein helps your service team as:
- It helps agents in order to increase case resolution, automatically predicting and populating the fields on incoming cases in order to save time and reduce repetitive tasks for agents.
- It Increases call declination by resolving daily basis customer requests on real-time digital channels like web and mobile chat or messaging on mobile.
- It reduces case handle time by collecting and qualifying customer information for ease of agent handoff.
Products and features:
- Case Classification
- Einstein Bots
- Field Service Lightning Einstein
- Einstein Vision for field service
Salesforce Einstein Marketing Cloud:
The aim of marketers is to understand their customers in a better way so that they can deliver the most effective and personalized campaigns for better response. Every marketer needs to know which channel customers spend the most time in and how to deliver the right content to them at right time, and when to engage with them because every customer is unique and important. Analyzing past customer experience and behavior helps marketers predict future behavior in order to anticipate customer needs and guide them to better experiences. So Marketing Cloud Einstein can help you to achieve this in an effective manner.
Marketing Cloud Einstein gives the benefit to the marketing team as:
- To know your audiences pretty more deeply by uncovering consumer insights and making predictions for a better experience.
- To engage more effectively to customers by suggesting when and on which channels to reach out to customers effectively at the right time.
- It helps marketers to create effective and personalized one to one messages or emails and content based on consumer preferences and intent.
Products and features:
- Pardot einstein
- Einstein behavior scoring
Salesforce Einstein Commerce Cloud:
Your customers interact with your brands through multiple channels at different times. Whether customers buying online or complaining about products on chat. Your brand needs to provide a highly personalized customer experience of the product to customers no matter how and when they shop or where they shop.
You can provide shopping recommendations for relevant and related products and customized searches for all of which remove friction from the purchasing cycle.
You can represent your brand by delivering unique(unified) and personalized consumer experiences across every channel effectively.
Check out another amazing article by Manish here: Salesforce Marketing Cloud: AmpScript Basics
Commerce Cloud Einstein helps to your retailers and customers as:
- Commerce Cloud Einstein increases the revenue of the company by showing shoppers the best products for them.
- It personalizes the search through the search box(explicit search), browsing in the storefront catalog(implicit search), and every shopper’s category pages and saving your customers time in order to bring more revenue for your business.
Products and feature:
- Einstein product recommendations(B2C commerce)
- Einstein predictive sort(B2C commerce)
Salesforce Einstein is a very vast topic and using their products according to the requirement may help increase customer satisfaction, increase revenue, and lead conversion, etc for agents in different-different clouds.
References: Salesforce Trailhead, Salesforce