Toggle Side Panel
Close search
Back to Course

Get Smart with Salesforce Einstein

0% Complete
0/0 Steps

  1. Salesforce Einstein Basics

    Get Started with Einstein
  2. Get Started with Einstein
    7 Topics
  3. Learn About Einstein Out-Of-The-Box Applications
    7 Topics
  4. Responsible Creation of Artificial Intelligence
    Use the Einstein Platform
    9 Topics
  5. Understand the Ethical Use of Technology
    8 Topics
  6. Learn the Basics of Artificial Intelligence
    5 Topics
  7. Recognize Bias in Artificial Intelligence
    6 Topics
  8. Einstein Bots Basics
    Remove Bias from Your Data and Algorithms
    6 Topics
  9. Learn About Einstein Bots
    6 Topics
  10. Plan Your Bot Content
    4 Topics
  11. Einstein Next Best Action
    Learn the Prerequisites and Enable Einstein Bots
    3 Topics
  12. Get Started with Einstein Next Best Action
    9 Topics
  13. Sales Cloud Einstein
    Understand How Einstein Next Best Action Works
    7 Topics
  14. Increase Sales Productivity
    5 Topics
  15. Automate Sales Activities
    5 Topics
  16. Target the Best Leads
    3 Topics
  17. Close More Deals
    6 Topics
  18. Connect with Your Customers and Create New Business
    4 Topics
  19. Sales Cloud Einstein Rollout Strategies
    Improve Sales Predictions
    4 Topics
  20. Use AI to Improve Sales
  21. Start with a Plan
  22. Set Goals and Priorities
  23. Get Ready for Einstein
  24. Quick Start: Einstein Prediction Builder
    Start Using Sales Cloud Einstein
  25. Sign Up for an Einstein Prediction Builder Trailhead Playground
  26. Create a Formula Field to Predict
  27. Enrich Your Prediction
  28. Build a Prediction
  29. Quick Start: Einstein Image Classification
    Create a List View for Your Predictions
  30. Get an Einstein Platform Services Account
  31. Get the Code
  32. Create a Remote Site
  33. Create the Apex Classes
  34. Einstein Intent API Basics
    Create the Visualforce Page
  35. Get Started with Einstein Language
  36. Set Up Your Environment
  37. Create the Dataset
  38. Train the Dataset and Create a Model
  39. Put Predictions into Action with Next Best Action
    Use the Model to Make a Prediction
  40. Learn the Basics and Set Up a Custom Playground
  41. Define and Build a Prediction
  42. Customize Your Contact and List Displays
  43. Create Recommendations for Einstein Next Best Action
  44. Create a Next Best Action Strategy
  45. Add Next Best Action to Your Contacts

Participants 106154

Show more
Lesson Progress
0% Complete

With an understanding of chatbot terms, Maria and the Ursa Major Solar service team are in a better position to plan what kinds of bot content to create. After all, what good is a bot if it’s not clear what it’s going to say to customers? Not knowing what a bot should say is as bad as the bot saying the wrong thing: Each makes for a poor customer experience.

In her previous planning meeting with the service team, Maria agreed to write the bot’s greeting and compile a list of ways customers ask for help.

Maria explains to Sita and the service team that from everything she’s learned, the best people to research or suggest bot content are the support agents who work with customers every day. Agents know customers. Agents are on the front lines, so they know customers’ questions, concerns, and common issues. But the best people to actually craft bot content are writers. Writers know the importance of words. Writers know how to use words to reflect a company’s brand and tone. Most important, writers know how to create a customer experience with words. Words in, words out… Knowing the impact of words is the best way to write content that helps customers.

Nevertheless, Maria leads the content planning with these topics and questions.

Topic Questions Answers
Define bot context What’s your company name and industry? Ursa Major Solar and the renewable energy industry
What are your most common customer service scenarios? Order status, appointment scheduling, inquiries about prices, store hours, and locations
Give the bot personality What’s your bot’s name? Solar Sammy
Describe your bot’s personality using one to three adjectives. Smart, snappy, and sincere
How is this similar to or different from your company brand? Similar to our brand, but don’t let smart become arrogant
How does your bot convey this personality in a greeting? For example, hello, HELLO, Hello!, Hi, Hey, ‘Sup, how can I help u? “Hello, I’m a bot named Solar Sammy!”
How does it convey this personality in a farewell? “Goodbye, I hope I helped you.”
How does it respond to gratitude with personality? “Oh, thank you!”
How does it apologize with personality? “Oh, I’m sorry. I’d like to help you.”
When should your bot change the personality of its apologies? If Solar Sammy makes more than two apologies, it should redirect to a support agent immediately.
Design the conversation Can you identify the bot as not human in a greeting? Yes: “Hello, I’m a bot named Solar Sammy! I’m here to help, but a real human can help you at any time, too.”
Are there any menu options to set expectations? Yes: We want the option to transfer to an agent at any time, and to close the conversation, to show in a persistent menu.