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Get Smart with Salesforce Einstein

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  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

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Maria knows that adding multiple channels is the second stage of the general setup process for Service Cloud. (See the Service Cloud for Lightning Experience module for a refresher on that.) She also recalls that AI and bots fall under the last of the four high-level stages for setting up service with Salesforce.

Einstein Bots

Having set up some case management features for Ursa Major Solar, Maria understands why it’s best if an admin doesn’t set up AI and bots first: If a chatbot can’t help a customer, which channel would the customer be redirected to for help, and who would receive the case to resolve? A customer or agent lost in an unclear case management or channels process makes for an unhappy customer and agent. And nobody wants that.

After poking around Salesforce documentation, Trailhead, and the Trailblazer Community, Maria is confident that she can set up chatbots for Ursa Major Solar. It doesn’t look hard. However, she notices that a lot of planning goes into creating a useful chatbot.

From what Maria’s read, almost anyone with a little computer experience can create a chatbot. It’s just words in, words out. But creating a useful chatbot that actually helps customers requires some foresight and planning. It’s better to not have a chatbot than one that doesn’t help anyone or that provides a bad customer experience.

Before Maria clicks anything in Setup for chatbots, she meets with Ursa Major Solar’s service team to learn some details about how they operate.

Question Answer
What are some routine issues a chatbot can resolve for you? Password reset requests, order status, and store locations and hours.
Does the team have a set of knowledge base articles that a bot could use to answer common questions? No, we haven’t set up Lightning Knowledge or Classic Knowledge, but chatbots works with both.
How many chatbots should our team create? Just one for now to try it out, but we can create up to ten active bots.
Should we name the bot to reflect our brand and personality? Yes. How about Solar Sammy? We don’t want to take ourselves too seriously.
To set customer expectations that the bot isn’t human, who should design and write the welcome greeting? You, Maria, since you like to do that kind of stuff, and you’re good at it.
Should the bot chat window include a persistent list of menu options? Yes, we want the menu options to include a quick way for customers to get to the main bot functions at any point in the chat experience. The menu should have an option to transfer to a human agent, too.
Who should compile a list of the ways customers ask for help with the issues we’ve scoped for our bot? Agents can help because they’re familiar with customers’ issues. And, Maria, can you help us too, pretty please?

Even with a little bit of planning under way, Maria knows there’s more to do before building a helpful chatbot. Based on the number of words flowing in and out of any conversation—especially a simulated conversation with a computer—there’s a lot of content to plan for a tiny chat window.

Resources

  • Salesforce Help: First, What’s a Bot?
  • Trailhead: Salesforce Einstein Features
  • Article: Chatbots, AI, and Context: Top Takeaways From Intelligent Content Conference
  • Article: By 2020, You're More Likely to Have a Conversation With This Than With Your Spouse