Sales Engagement

Implementation Guide
Salesforce, Spring ’25

Last updated: November 14, 2024

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names and marks. Other marks appearing herein may be trademarks of their respective owners.
CONTENTS

CONSIDERATIONS FOR SETTING UP SALES ENGAGEMENT . . . . . . . . . . . . . 1

General Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Einstein Activity Capture Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . 3
Email Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Engagement and Alerts Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . 6
Work Queue Considerations in Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Cadence Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Lead Scoring Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Phone Integration Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Sales Dialer Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Einstein Conversation Insights Considerations for Sales Engagement . . . . . . . . . . . . . . . . . . 12

SET UP SALES ENGAGEMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

TURN ON SALES ENGAGEMENT FEATURES . . . . . . . . . . . . . . . . . . . . . . . . . . 14

ASSIGN PERMISSION SETS FOR SALES ENGAGEMENT USERS . . . . . . . . . . 16

CONFIGURE SALES ENGAGEMENT FEATURES . . . . . . . . . . . . . . . . . . . . . . . . 18

Configure Einstein Activity Capture Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Exclude Certain Emails and Events from Being Added to Salesforce . . . . . . . . . . . . . . . . 20
Set Default Activity Sharing for Einstein Activity Capture Users . . . . . . . . . . . . . . . . . . . . 22
Let Users Share Activities with Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Add Sales Engagement Components, Actions, and Fields to Page Layouts . . . . . . . . . . . . . . 26
Add the Sales Engagements Component to Record Pages . . . . . . . . . . . . . . . . . . . . . 27
Add Cadence Actions to Page Layouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Set Up Cadence Fields on Record Layouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Display Key Cadence Fields on List Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Set Up Scheduled Email Management for Sales Engagement . . . . . . . . . . . . . . . . . . . 28
Add the Work Queue Component to Email Integration Panes for Outlook and Gmail . . . . 29
Set Up Sales Dialer for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Enable Sales Dialer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Add Dialer to the Utility Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Define Call Result Values for Cadence Branching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Set Up Einstein Conversation Insights for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . 33
Turn On Einstein Conversation Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Connect Voice Recording Providers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Set Up Call Insights . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Configure a Lead Scoring Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Contents

Set Up Einstein Lead Scoring for Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Set Up Third-Party Prospect Scoring for Sales Engagement . . . . . . . . . . . . . . . . . . . . . 38
Customize the Work Queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

SET UP AN OPTIONAL SALES PROSPECTING BOT . . . . . . . . . . . . . . . . . . . . 39

Sales Prospecting Bot Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Get Started with the Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Set Up Omni-Channel for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Create a Service Channel for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . 43
Create a Routing Configuration for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . 43
Create a Presence Status for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . 44
Create a Presence Configuration for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . 44
Set Up a Prospect Queue for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Create Assignment Rules for Your Sales Prospecting Bot’s Prospect Queue . . . . . . . . . . 46
Add a Cadence for Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Deploy Your Sales Prospecting Bot . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Deploy Your Bot to Your Experience Cloud Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

START USING THE SALES ENGAGEMENT APP . . . . . . . . . . . . . . . . . . . . . . . 50

Get Started Managing Sales with Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Get Started Selling to Prospects with Sales Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
CONSIDERATIONS FOR SETTING UP SALES ENGAGEMENT

Before setting up Sales Engagement, consider these requirements, limitations, and nuances for
EDITIONS
each feature.

Note: The High Velocity Sales name has changed to Sales Engagement. The automation Available in: Lightning
features within the product now include customer engagement tracking, chatbots, cadences, Experience
and automated actions. The new name captures all the tools to use to automate processes Available with Sales
and to engage strategically with leads and customers so that your sales team can focus on Engagement in Sales Cloud,
selling. which is included in
Performance, Einstein 1,
and Unlimited Editions, and
General Considerations for Sales Engagement
available for an extra cost in
Learn about general considerations for setting up Sales Engagement.
Professional and Enterprise
Einstein Activity Capture Considerations for Sales Engagement Editions. Sales Engagement
Learn about general considerations for setting up Sales Engagement. is also available for an extra
cost in Service Cloud and
Email Considerations for Sales Engagement
Lightning Platform.
Learn about email considerations for setting up Sales Engagement.
Engagement and Alerts Considerations for Sales Engagement
Learn about engagement and alerts considerations for setting up Sales Engagement.
Work Queue Considerations in Sales Engagement
Learn about considerations for using the Work Queue in Sales Engagement.
Cadence Considerations for Sales Engagement
Learn about considerations for using cadences in Sales Engagement.
Lead Scoring Considerations for Sales Engagement
Learn about considerations for using lead scoring in Sales Engagement.
Phone Integration Considerations for Sales Engagement
Learn about considerations for each phone integration option for Sales Engagement.
Sales Dialer Considerations for Sales Engagement
Learn about considerations for using Sales Dialer with Sales Engagement.
Einstein Conversation Insights Considerations for Sales Engagement
Learn about considerations for using Einstein Conversation Insights with Sales Engagement.

1
Considerations for Setting Up Sales Engagement General Considerations for Sales Engagement

General Considerations for Sales Engagement

Learn about general considerations for setting up Sales Engagement.
EDITIONS

Available in: Lightning

General Considerations Experience
• Enhanced Email must be enabled.
Available with Sales
• No support in Experience Cloud sites. Engagement in Sales Cloud,
• Sales Engagement supports lead, contact, and person account records. which is included in
Performance, Einstein 1,
• Inbox and Einstein Lead Scoring are included with Sales Engagement.
and Unlimited Editions, and
• Sales Dialer is available for an extra cost as an add-on license. available for an extra cost in
• Sales Engagement can be deployed in scratch orgs, but the settings for the feature can’t be Professional and Enterprise
updated through the scratch org definition file. Instead, configure settings directly in the Sales Editions. Sales Engagement
Engagement app. is also available for an extra
cost in Service Cloud and
• Sales Engagement is supported in sandbox orgs. If you’re creating a sandbox from a production
Lightning Platform.
org that has Sales Engagement enabled, you must enable the product in Setup again. It’s
disabled in the sandbox org by default.
• Some Sales Engagement features, such as Salesforce Inbox, require that users have Microsoft® Exchange or Gmail™ accounts.
• Turning on and using Sales Engagement in Government Cloud and Government Cloud Plus organizations may send data outside
the authorization boundary. For more information, please contact your account executive.
• Sales Engagement included in Sales Cloud Unlimited Edition provides analytics reporting using the CRM Analytics platform. When
using this functionality, your license doesn't allow you to:
– Build custom analytics apps or dashboards
– Upload, access, or connect external data using the API with the exception of datasets provided with Sales Cloud Einstein
– Import data from Salesforce standard or custom objects that aren’t included in this feature

User Permissions
Salesforce Admin or User Task Preferences and Permissions Required
Set up Sales Engagement Customize Application, Modify All Data, Assign Permission Sets,
and Manage Users

Use Sales Engagement Convert Leads, Send Email, Edit Tasks, and Sales Engagement User,
Sales Engagement User Included, Sales Engagement Cadence
Creator, or Sales Engagement Cadence Creator Included permission
set

Create cadences Sales Engagement Cadence Creator or Sales Engagement Cadence

Creator Included permission set

Manage the Activities dashboard and Lead Score dashboard Analytics for Sales Cloud license (three permission sets included)

View the Analytics Sales Engagement Performance Dashboards Sales Engagement User, Sales Engagement User Included, Sales
Engagement Cadence Creator, or Sales Engagement Cadence
Creator Included permission set

2
Considerations for Setting Up Sales Engagement Einstein Activity Capture Considerations for Sales Engagement

Salesforce Admin or User Task Preferences and Permissions Required

Use Dialer Dialer Inbound, Dialer Outbound, and Dialer Minutes permission
sets

Create email templates for cadences Manage Public Lightning Email Templates

Create cadence folders Sales Engagement Cadence Creator or Sales Engagement Cadence
Creator Included permission set

Edit and manage private cadence folders Sales Engagement Cadence Creator or Sales Engagement Cadence
Creator Included permission set

View shared cadence folders Sales Engagement User, Sales Engagement User Included, Sales
Engagement Cadence Creator, or Sales Engagement Cadence
Creator Included permission set, plus view access to the shared
folder

Edit shared cadence folders Sales Engagement User, Sales Engagement User Included, Sales
Engagement Cadence Creator, or Sales Engagement Cadence
Creator Included permission set, plus edit or manage access to the
shared folder

Manage other users’ access to shared cadence folders Sales Engagement User, Sales Engagement User Included, Sales
Engagement Cadence Creator, or Sales Engagement Cadence
Creator Included permission set, plus manage access to the shared
folder

Create a quick cadence Sales Engagement Basic permission set

Einstein Activity Capture Considerations for Sales Engagement

Learn about general considerations for setting up Sales Engagement.
EDITIONS

Available in: Lightning

Einstein Activity Capture Experience
• Depending on which authentication method you use to connect Salesforce to your email and
Available with Sales
calendar application, Einstein Activity Capture users are prompted to connect their email and
Engagement in Sales Cloud,
calendar to Salesforce or accept terms of service. which is included in
• To connect an account, Einstein Activity Capture users who don’t use Inbox must be in an active Performance, Einstein 1,
configuration. and Unlimited Editions, and
• To capture emails and events, Einstein Activity Capture users must be in an active configuration. available for an extra cost in
If you started using Einstein Activity Capture before Summer ‘23, users can capture emails and Professional and Enterprise
events without being in a configuration. Editions. Sales Engagement
is also available for an extra
• Turning on Einstein Activity Capture in Government Cloud and Government Cloud Plus cost in Service Cloud and
organizations can send data outside the authorization boundary. Contact your Salesforce account Lightning Platform.
executive for more details.

3
Considerations for Setting Up Sales Engagement Einstein Activity Capture Considerations for Sales Engagement

• For events and contacts to sync, the connected email account must be the user’s primary account (the email account on their
Salesforce user record). It must not be an email alias, and it must be in the user principal name (UPN) format.
• Einstein Activity Capture works with all Salesforce-supported languages. But only ASCII characters are supported in email addresses.
• Einstein Activity Capture users can’t delete emails that Einstein Activity Capture adds to Salesforce. Admins can delete past emails
and events that include a specific person based on their email address or username.
• If you use Salesforce Essentials Email-to-Case, make sure that the email address you use to connect to Salesforce is different from
the one that you use to connect Einstein Activity Capture to Salesforce.
• You can’t use Einstein Activity Capture and Lightning Sync at the same time.
• If using Lightning Sync or a version of Einstein Activity Capture without sync, we remove old configurations and settings before you
create an Einstein Activity Capture configuration.
• When opportunities have no overdue tasks and Einstein Activity Capture is enabled, the alerts on Opportunity Kanban aren’t shown.
• Einstein Activity Capture included in Sales Cloud Unlimited Edition provides analytics reporting using the CRM Analytics platform.
When using this functionality, your license doesn't allow you to:
– Build custom analytics apps or dashboards
– Upload, access, or connect external data using the API with the exception of datasets provided with Sales Cloud Einstein
– Import data from Salesforce standard or custom objects that aren’t included in this feature

• Contact sync doesn’t support Outlook categories, so contacts labeled with a Salesforce_Sync category that don’t exist in a contacts
subfolder of the same name don’t sync with Salesforce. To avoid this issue, disable contact categories and select the Salesforce_Sync
folder for new contacts in Outlook. See EAC - New Contacts Created In Outlook with ‘Salesforce_Sync’ Category Do Not Sync to
Salesforce.
• Activities that are captured by Einstein Activity Capture aren’t stored in Salesforce, so they don’t show up in standard Salesforce
reports. Use the Activities dashboard to see a summary of sales activities that were added to Salesforce manually and by Einstein
Activity Capture. You can also use Activity Metrics to get a complete picture of your activities.
• When Einstein Activity Capture is disabled, email tracking isn’t displayed in Lightning Experience for emails sent from the Outlook
or Gmail integration that aren’t part of a cadence.
• To stop capturing the emails of a specific user, add them to an Einstein Activity Capture configuration with emails disabled. Sales
Engagement permission sets have the “Use Inbox” permission enabled by default. Users with the "Use Inbox" permission enabled
can’t be in a configuration that has email disabled because some Inbox features require email data. You can clone one of the standard
Sales Engagement permission sets, disable the “Use Inbox” permission, and enable the “Use Einstein Activity Capture” permission.
Then, assign the permission set to users whose emails you don’t want captured. Add those users to a configuration that has emails
disabled.

4
Considerations for Setting Up Sales Engagement Email Considerations for Sales Engagement

Email Considerations for Sales Engagement

Learn about email considerations for setting up Sales Engagement.
EDITIONS

Available in: Lightning

Email in Sales Cadences Experience
Automated emails are set up as a cadence step.
Available with Sales
• When automated emails are sent through Salesforce, they have a daily org limit that is typically Engagement in Sales Cloud,
set to 5,000. For more information about this limit, see List Email Limitations. To increase the which is included in
limit, contact Salesforce Customer Support. Performance, Einstein 1,
• When automated emails are sent through external services, such as Office 365 or Gmail, they and Unlimited Editions, and
available for an extra cost in
don’t count toward your org’s daily email limit.
Professional and Enterprise
We recommend that customers send automated email through external services. Editions. Sales Engagement
is also available for an extra
• Reps with the complete Sales Engagement permission can send up to 1,000 automated emails cost in Service Cloud and
a day. Reps with the Sales Engagement Basic permission can send up to 100 automated emails Lightning Platform.
a day.
• There isn’t a limit to the number of users who can send automated emails.
• List emails don’t count towards the daily automated email limit for each user.
• Email templates used in cadences must be accessible to the sales rep. Store them in the public folder.

• Email templates used in cadences must have a blank Related Entity Type value and can only use merge fields for Sender, Recipient,
or Organization.
• If an email is scheduled from a cadence, and the contact is either removed from the cadence or moved to another cadence, the
scheduled email isn’t sent. The cadence step returns to an active state. The draft email is deleted and no longer appears on the
Scheduled Emails component.

• When scheduling an email to send later, use a Classic text email template, a Lightning email template, or an Email Template Builder
email template.

Email Tracking
• Email tracking is optional in Sales Engagement. To use tracking, enable Make Inbox Available to Users in Setup and assign an Inbox
permission set to users. Then turn on email tracking in Sales Engagement. We recommend turning on the Email Tracking option in
Sales Engagement before creating cadences.
• If you turn email tracking off in Sales Engagement, listener actions for email engagements aren’t available to add to cadences. Active
cadences that contain listener actions for email engagements no longer advance through those steps automatically.
• If you turn email tracking off in Sales Engagement, email tracking is also off for all email sent from Lightning Experience. If you turn
off Enable Email Tracking in Activity Settings in Salesforce setup, you also turn off email tracking for emails started from the Work
Queue in Sales Engagement.
• If you turn email tracking off in Sales Engagement and your sales reps use the Work Queue in Outlook or Gmail, we recommend
turning email tracking off in the integrations. To disable email tracking in the Outlook and Gmail integrations, turn off the Email
Tracking option on the Inbox Setup Assistant page in Setup.

5
Considerations for Setting Up Sales Engagement Engagement and Alerts Considerations for Sales Engagement

Integration with Outlook and Gmail

• The Work Queue isn’t always included in the email integration pane by default when Sales Engagement is enabled. If you’ve already
created a custom pane, or edited default email panes, add the Work Queue component using the Lightning App Builder. Then assign
the pane to the user profiles of users who use the Work Queue.
• The My Feed tab in the Work Queue shows engagements and alerts for emails sent from the Work Queue and tracked emails sent
from outside the Work Queue. That information is also shown in the Feed tab in the email integration pane. To prevent duplicate
feeds for reps who use the Work Queue, use the Lightning App Builder to remove the Feed tab from the email integration pane.
Assign that custom pane to Sales Engagement users.
• In the Outlook integration, if a user deletes the Email to Salesforce address (the BCC address) or removes the tracking information
from the email body, the email can’t be tracked.
• If you turn email tracking off in Sales Engagement and your sales reps also use the Work Queue in Outlook or Gmail, we recommend
also turning email tracking off for the integrations. To disable email tracking in the integrations, turn off the Email Tracking option
on the Inbox Setup Assistant page in Setup.
• Attachments in email templates aren’t supported in the Outlook or Gmail integrations. The template text inserts without the
attachment.
• Emails sent from the Work Queue in Outlook or Gmail can bypass Email Opt Out or individual privacy preferences set in Salesforce.
Salesforce displays customers' email privacy settings, but it's up to sales reps to respect these preferences.
• In Outlook on the web, there are limitations to how emails are threaded if reps reply to or forward an email that’s been logged to
Salesforce from the Outlook Sent Items folder. If the sent email is part of an email thread, but isn’t part of a previous cadence step,
then the email isn’t included in the thread. In this case, if the last email in the thread is the sent email, that email isn’t considered the
most recent in the thread.
• Making calls isn’t supported in the Work Queue in the Outlook or Gmail integrations.
• Emails sent from the Outlook or Gmail integrations initially show as In Progress in the Work Queue.

Engagement and Alerts Considerations for Sales Engagement

Learn about engagement and alerts considerations for setting up Sales Engagement.
EDITIONS

Available in: Lightning

Engagement and Alerts Experience
• Alerts appear in the My Feed tab for 30 days. If an email open, reply, or link click occurs within
Available with Sales
90 days of when an email was sent, a new alert appears.
Engagement in Sales Cloud,
• If you’re using Einstein Activity Capture, email open, reply, and link click alerts appear for emails which is included in
sent to excluded email addresses. These emails and their related alerts are visible only to the Performance, Einstein 1,
email sender. and Unlimited Editions, and
• Deleting leads, contacts, emails, or email templates doesn’t delete their related alerts. available for an extra cost in
Professional and Enterprise
• If multiple users connect the same mail account to Einstein Activity Capture, email reply alerts
Editions. Sales Engagement
don’t appear for that account. is also available for an extra
• Email reply alerts appear only for Einstein Activity Capture users. cost in Service Cloud and
• For emails that aren’t logged or are logged after they’re sent, open and link click alerts appear Lightning Platform.
in My Feed. However, users can’t click these alerts to view the email content.
• When cadence emails are sent to cadence targets, with other recipients added, alerts appear
in My Feed only for cadence targets.
• Clicking email reply alerts in My Feed opens the email in a new console tab.

6
Considerations for Setting Up Sales Engagement Work Queue Considerations in Sales Engagement

• The My Feed tab loads more alerts in groups of 15 when you scroll. While alerts load, if new alerts occur an out-of-sync message
can appear. To sync the tab, click Refresh.
• When a new engagement occurs, it can take from 3–10 minutes for the My Feed tab to prompt the user to refresh.
• When an email hard bounce occurs, it can take up to 10 minutes for the alert to appear.
• When an email has multiple recipients, replies, soft and hard bounces, and out-of-office replies are tracked for each email recipient.
Email opens and link clinks are still tracked per email sent, and not per recipient.
• Engagement data is available in the Sales Engagement component for emails and calls made in December, 2020 and later.

Work Queue Considerations in Sales Engagement

Learn about considerations for using the Work Queue in Sales Engagement.
EDITIONS

Available in: Lightning

Work Queue Considerations Experience
• The Work Queue is supported only in the split view in Lightning Console and in the Outlook
Available with Sales
and Gmail integrations.
Engagement in Sales Cloud,
• The Work Queue can show up to 1,000 prospects that belong to cadences at a time. which is included in
• If you change a cadence name, the new name doesn’t appear in the Work Queue for currently Performance, Einstein 1,
pending steps. A workaround is to remove the cadence from the Work Queue view and then and Unlimited Editions, and
add it again. available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

Cadence Considerations for Sales Engagement

Learn about considerations for using cadences in Sales Engagement.
EDITIONS

Available in: Lightning

Cadences Experience
• Only leads, contacts, and person accounts are supported in cadences.
Available with Sales
• Before merging duplicate records, be sure none of the records you’re deleting are in a cadence. Engagement in Sales Cloud,
• Tasks related to cadence steps are created and updated automatically. Users can’t edit these which is included in
tasks, but they can delete them after the cadence step has been completed. Performance, Einstein 1,
and Unlimited Editions, and
• The maximum number of steps in a cadence is 100.
available for an extra cost in
• The maximum length of a wait step is 60 days. Professional and Enterprise
• You can add up to 200 targets to a cadence at once, except when adding them from an Editions. Sales Engagement
opportunity. You can add only 20 opportunity contacts to a cadence at one time. is also available for an extra
cost in Service Cloud and
• When a lead converts, completed cadence tasks aren’t transferred to the Activity Timeline of
Lightning Platform.
the new contact, account, or opportunity.
• Before managers can create branched cadences based on call outcomes, an admin must map
your org’s call result values in Sales Engagement Setup.

7
Considerations for Setting Up Sales Engagement Cadence Considerations for Sales Engagement

• When pre-defining an email template for a cadence step, you can only use Lightning email templates.
• Users can't add targets when the cadence has an automated email as the first step and the number of targets will cause them to
exceed their daily limit of automated email.
• The limit of active cadence targets is 500,000 per Salesforce org. If your usage exceeds this amount, please contact your Salesforce
Account Executive for pricing.
• The Cadence field shouldn’t be used on lead, contact, or account search layouts in Lightning Experience and Salesforce Classic, or
on list views in Salesforce Classic.
• The Cadence and Cadence Assignee fields on lead, contact, and person account records can’t be used to as field criteria in workflow
rules and Process Builder.
• Cadence step trackers don’t support triggers, but you can use triggers on the related task records as a substitute.
• For these cadence step types, the system creates a task record. Users can't edit these records directly. The task records are marked
complete when the user completes the related cadence step. There can be a slight delay between when the user completes the
step and the task record is updated.
– Send an email
– Make a call
– Create a task
– Send an automated email
– LinkedIn InMail
– LinkedIn connection request
– Platform screen flow

Cadence Folders and Sharing

• To grant access to cadences, share the folder, not the cadence itself.
• If a user loses access to a cadence folder, they lose access to all cadences in that folder.
• If a user loses access to a cadence, the user can’t complete any in-progress steps from that cadence.
• Access to a cadence folder doesn’t grant access to email templates used in that cadence. Email templates used in cadences must
be stored in folders accessible to the cadence target assignee.
• CRM Analytics dashboards display all cadence metrics regardless of whether the user has access to the cadence.
• To ensure that your users can access cadence folders, make sure that the Enable Enhanced Folder Sharing for Reports and Dashboards
critical update is activated in Setup.

8
Considerations for Setting Up Sales Engagement Lead Scoring Considerations for Sales Engagement

Lead Scoring Considerations for Sales Engagement

Learn about considerations for using lead scoring in Sales Engagement.
EDITIONS

Available in: Lightning

Einstein Lead Scoring Experience
• Encourage reps to add as much data to their leads as possible. When leads have more data,
Available with Sales
Einstein Lead Scoring generates better insights.
Engagement in Sales Cloud,
• Reps must have read access to the Company, Phone, and Email fields on leads. which is included in
• Don’t install Apex classes that reference the ScoreIntelligence field until after you enable Einstein Performance, Einstein 1,
Lead Scoring and receive the notification that enablement is complete. Otherwise, references and Unlimited Editions, and
to the ScoreIntelligence field are invalid. available for an extra cost in
Professional and Enterprise
• Einstein does not use encrypted lead fields in lead score analysis. When you turn encryption
Editions. Sales Engagement
on or off for a field, Einstein includes the change in the next analysis. Einstein reanalyzes your is also available for an extra
leads approximately every 10 days. cost in Service Cloud and
• If you have over a million scored leads, the Einstein Lead Scoring Analytics app can stop working. Lightning Platform.
The exact number depends on your org’s configuration.
• If you turned on Einstein Lead Scoring in Spring ’20 or earlier, you no longer need the Lead filter
in the Einstein Lead Scoring Analytics app. To remove the filter, open the Data Manager in Analytics Studio and then click Connect.
Click Lead, then Continue. Remove the ScoreIntelligence.Score >= 0 filter text and save your changes.

Third-Party Lead Scores

• If Einstein Lead Scoring is set up, leads are sorted by Einstein Lead Scores unless you have also configured a third-party lead scoring
solution.
• For person accounts, custom number fields that relate to third-party scores can be configured in the object setup for contacts.

Phone Integration Considerations for Sales Engagement

Learn about considerations for each phone integration option for Sales Engagement.
EDITIONS

Available in: Lightning

Sales Dialer Experience
When you use Sales Dialer with Sales Engagement, these features are available:
Available with Sales
• Automatic voice connectivity Engagement in Sales Cloud,
• Click to dial for call steps from the Work Queue and My List which is included in
Performance, Einstein 1,
• Task logging
and Unlimited Editions, and
• Cadences advance automatically when calls are completed available for an extra cost in
• Cadence branching based on call result Professional and Enterprise
Editions. Sales Engagement
• Automatic target exit from cadence based on call result
is also available for an extra
• Einstein Conversation Intelligence cost in Service Cloud and
Lightning Platform.

9
Considerations for Setting Up Sales Engagement Phone Integration Considerations for Sales Engagement

Service Cloud Voice

When you use Service Cloud Voice with Sales Engagement, these features are available:
• Automatic voice connectivity
• Click to dial for call steps from the Work Queue and My List
• Task logging
• Cadences advance automatically when calls are completed
• Cadence branching based on call result
• Automatic target exit from cadence based on call result
• Einstein Conversation Intelligence

Open CTI and Sales Engagement

Partner solutions approved by Salesforce are listed on the AppExchange. More information about each third-party integration option is
available on its partner solution page.
Sales Engagement can support third-party computer telephony integration (CTI) providers if you’re using Open CTI for Lightning
Experience. For the best user experience, we highly recommend third-party providers use the available Open CTI methods for Sales
Engagement. More information about these methods is available in the Salesforce Open CTI Developer’s Guide.
You can use your third-party Open CTI solution with Sales Engagement if:
• Your Salesforce org is using Open CTI for Lightning Experience.
• Your CTI solution uses click-to-dial.
• The saveLog() Open CTI method is used to save a task with a call task type on the related record after the call.
With these requirements, your Open CTI solution can work with Sales Engagement. We highly recommend contacting to your CTI
provider in order to implement the best user experience.
To create the best experience, your CTI provider can integrate the Open CTI methods for Sales Engagement. When a third-party CTI
solution doesn’t use these methods, some features aren’t available:

Feature Available without Sales Engagement CTI Methods?

Click-to-dial Yes

Task logging Yes, only if implemented by the CTI solution

Cadence advancement based on call completion No

Cadence branching based on call result No

Automatic target exit from cadence based on call result No

In addition, when providers don’t use the Open CTI methods, some details are lost.
• For cadences, the cadence doesn’t move to the next step when the sales rep logs the call task. Sales reps must manually complete
the step to advance the cadence.
• In My List, the call is removed from the list as soon as the sales rep clicks Call, even if the call isn’t answered.
Einstein Conversation Intelligence can’t be used without Open CTI, except with a custom integration. For more information about this
option, contact Salesforce Support.

10
Considerations for Setting Up Sales Engagement Sales Dialer Considerations for Sales Engagement

Sales Dialer Considerations for Sales Engagement

Learn about considerations for using Sales Dialer with Sales Engagement.
EDITIONS

Available in: Lightning

Sales Dialer Experience
• Dialer features are available in Lightning Experience on the desktop only.
Available with Sales
• No support in Experience Cloud sites. Engagement in Sales Cloud,
• Users can now store up to 20 voicemail messages in Salesforce. Voicemail messages are limited which is included in
to two minutes. The messages are saved as files in Salesforce, and they count toward your files Performance, Einstein 1,
storage quota. and Unlimited Editions, and
available for an extra cost in
• Call Monitoring is not supported in Salesforce Essentials.
Professional and Enterprise
• Outgoing calls are supported to the U.S. and Canada only. Puerto Rico is not supported. Editions. Sales Engagement
• The Local Presence feature is only available in the U.S. and isn’t available in Canada. is also available for an extra
cost in Service Cloud and
• Permission set groups aren’t supported for Dialer permissions. Assign Dialer and Call Monitoring
Lightning Platform.
permission sets without using permission set groups.
• Dialer users can’t have Service Cloud Voice permission sets or be part of a Salesforce call center.
• Phone numbers in dashboards can’t be directly called with Dialer.
• The utility bar supports only one Phone item at a time.
• Users can’t pop out (or pop in) the call panel from the utility bar during an active call.
• When users call a landline number that’s busy, Dialer ends the call without ringing or a busy signal.
• Deactivated call result values aren’t removed from the call panel. Delete any unneeded call result values instead.
• Users need the “Edit Task” permission to log calls. This permission isn’t automatically included with some profiles, so users with those
profiles can make calls, but those calls aren’t logged.
• Users need a Dialer Inbound license to assign a number or access personal Dialer settings from the call panel.
• If you’re creating a sandbox from an org that already has voice calls, voice call records and voice call recordings are not copied over.
To use Dialer in sandbox, you must enable it from Setup again.
• It isn’t possible to make or receive live calls with Dialer in sandbox environments. You can make test calls and test automation that
occurs after a call is made, such as the log a call task. For more details, see “Test Dialer Features in Sandbox.”
• The records that can be added to call lists include leads, accounts, person accounts, and contacts. Call lists use the standard Phone
field for these records.
• To use voicemail greetings, password protection can’t be required by default for content deliveries. From Setup, enter Content
Deliveries in the Quick Find box, then select Content Deliveries. Ensure that Password protection is required is not selected. This
feature is available only to users with outbound and inbound calling access.
• Dialer users with the voicemail drop feature can store up to 10 prerecorded voicemail messages.
• With call monitoring, you can listen to only one sales rep at a time, and only outbound calls are monitored. You can’t monitor calls
that your sales reps receive. Monitored calls use double the minutes of a regular call, counting the call time for both the rep and
manager.
• Dialer respects the Do Not Call field, and records with the field selected have one-click calling disabled.
• Call recordings are saved as files in Salesforce. An hour of recording takes up roughly 15 MB of storage space, and the same sharing
rules apply to recordings as other files in Salesforce. Admins can delete call recordings from the Recording Management page in
Setup.

11
Considerations for Setting Up Sales Engagement Einstein Conversation Insights Considerations for Sales
Engagement

• If required by law, users must notify the call recipient of call monitoring and/or recording and stop monitoring and/or recording
upon request.
• Dialer doesn’t support Enhanced 911. Location information is not automatically shared over 911 calls.
• You can use Sales Dialer to make calls to or receive calls from the U.S. and Canada only.
• Phone numbers are subject to availability, and numbers from all area codes may not be available.
• Every inbound license is allowed one dedicated number. To change it, an admin can release the number, and the Dialer user can
then reassign themselves another number. Admins can release and replace, at most, a single number for each user each month.
• Before a user can use a custom phone number, the user must enter a provided code to verify it. Phone numbers that use a directory
can’t be verified.
• The same custom phone number can’t be used for multiple users.
• Phone numbers provided by Salesforce can be used only in association with Sales Dialer.
• If your org enabled Sales Engagement before Dialer, add the Phone item to the utility bar for the Sales Engagement app to use the
feature. Orgs that already enabled Dialer have the item added to the utility bar automatically.
• Sales Engagement users can’t access the Call List feature from the call panel. This feature becomes part of the My List experience in
Work Queue.
• To advance a cadence to the next step after a call, the call must be logged.

Einstein Conversation Insights Considerations for Sales Engagement

Learn about considerations for using Einstein Conversation Insights with Sales Engagement.
EDITIONS

Available in: Lightning

Einstein Conversation Insights Experience
• Speaker identification can be based on call metadata provided by the vendor or the use of
Available in Einstein
machine learning models. Transcript accuracy and speaker identification are not always accurate
Conversation Insights, which
if incorrect information is received from the vendor or the machine learning model results are is available in Enterprise,
not accurate. We’re continually working to improve the quality of the speaker data. We Performance, and
recommend turning on Optimal Speaker Separation to help improve the quality of transcripts Unlimited Editions
and insights.
Available for an extra cost in
• To see transcripts from Zoom meetings, enable the Cloud recording and transcript features in Enterprise Edition for use
Zoom in advance. After enabling the feature in Zoom, it can take some time before transcripts with more than 10 users
are available in Salesforce.
• Orgs can have up to 100 custom insights. Each insight can have a maximum of 25 keywords,
with each keyword limited to 255 characters.
• The opportunity amount filter doesn’t support the currency format or decimals. When entering a new value in the opportunity
amount filter, tab out of the widget to update the dashboard with your changes.
• If your org is using Opportunity Matching, the user placing the call needs access to the related opportunity for it to be matched for
voice calls. User access isn’t required for opportunity matching with video calls.
• In order for the video integration to work, the email address of the connected video account must match the email address used to
log into Salesforce.
• To delete video call records, the Modify All Data permission is required.
• Search functionality within a transcript is not currently supported.

12
SET UP SALES ENGAGEMENT

Use the Setup menu to get the guidance you need for setting up Sales Engagement.
EDITIONS
Note: The High Velocity Sales name has changed to Sales Engagement. The automation
features within the product now include customer engagement tracking, chatbots, cadences, Available in: Lightning
and automated actions. The new name captures all the tools to use to automate processes Experience
and to engage strategically with leads and customers so that your sales team can focus on Available with Sales
selling. Engagement in Sales Cloud,
Set up Sales Engagement in four high-level steps. which is included in
Performance, Einstein 1,
1. Enable Sales Engagement and configure Einstein Activity Capture. and Unlimited Editions, and
2. Assign relevant permission sets. available for an extra cost in
Professional and Enterprise
3. Configure features that are relevant for your company.
Editions. Sales Engagement
4. Let sales managers and reps know how to start using Sales Engagement. is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

13
TURN ON SALES ENGAGEMENT FEATURES

Enable Sales Engagement and specific features in Setup.

EDITIONS
Note: The High Velocity Sales name has changed to Sales Engagement. The automation
features within the product now include customer engagement tracking, chatbots, cadences, Available in: Lightning
and automated actions. The new name captures all the tools to use to automate processes Experience
and to engage strategically with leads and customers so that your sales team can focus on Available with Sales
selling. Engagement in Sales Cloud,
Turning on and using Sales Engagement in Government Cloud and Government Cloud Plus which is included in
organizations may send data outside the authorization boundary. For more information, please Performance, Einstein 1,
contact your account executive. and Unlimited Editions, and
available for an extra cost in
Note: Some features included in Sales Cloud are set up through Sales Engagement. Professional and Enterprise
Editions. Sales Engagement
1. From Setup, enter Sales Engagement in the Quick Find box, and then select Sales is also available for an extra
Engagement Settings. cost in Service Cloud and
2. Click the Automate tab. Lightning Platform.

3. To turn on Sales Engagement, click the toggle.

Turning on Sales Engagement automatically enables these features.
USER PERMISSIONS

• Enhanced Email—In the Cadence Settings section of the Automate tab, this setting lets To set up Sales Engagement:
you relate emails to other records, add custom fields to emails, use triggers with emails, • Customize Application
modify the email layout, and manage emails using the Salesforce API. You also get an AND Modify All Data
improved email detail page that shows emails in their original format.
• Email Tracking—In the Cadence Settings section of the Automate tab, this setting allows
tracking of email opens, link clicks, and replies.
• Einstein Activity Capture—In the Guide tab, this setting lets you keep data between Salesforce and your email and calendar
applications up to date, including emails, events, and contacts.
• Automated Email—In the Cadence Settings section of the Automate tab, this setting lets cadence creators include email steps
that send the email automatically using a template.
• Use LinkedIn Sales Navigator with Cadences—In the Cadence Settings section of the Automate tab, this setting lets sales
managers add LinkedIn InMail and Connection Request steps to cadences if you have the native integration of LinkedIn Sales
Navigator enabled.
• Skip Weekends—In the Cadence Settings section of the Automate tab, this setting assigns cadence tasks to reps on weekdays
only. Calls, emails, and custom steps aren’t assigned on Saturday or Sunday. When Skip Weekends is on, wait steps in cadences
don't complete on weekends. Action steps that follow a wait step, including auto emails, don't come due until after the weekend.
• Allow Email Template and Call Script Variant Testing in Cadences—In the Cadence Settings section of the Automate tab, this
setting lets sales managers try out different versions of an email template or call script on a single cadence step. On cadence
records, they can compare the engagement results of each variant.
• Change Cadence Target Assignees—In the Cadence Settings section of the Automate tab, this setting lets users update the who
is assigned to work a target through a cadence. If you want to prevent this feature from being available to all Sales Engagement
users, you can optionally turn on Limit Who Can Change Target Assignees. Then assign the Change Cadence Target Assignees
permission to the users who need it.

14
Turn On Sales Engagement Features

• Relate Opportunities to Cadences—In the Cadence Settings section of the Automate tab, this setting lets your sales team
associate opportunities with cadence targets so they can track which opportunities result from each cadence.
• Assign Targets to Multiple Cadences—In the Cadence Settings section of the Automate tab, this setting lets users add the same
target to up to five cadences. If you turn off this feature, existing targets remain in their cadences, but new targets can't be added
to more than one cadence. The Total Cadences field on lead, contact, and person account list views shows how many cadences
each prospect is assigned to.

4. From Setup, enter Sales Engagement in the Quick Find box, and then select Automated Actions.
To let your sales team build their own processes to manage cadence targets they own with simple if-this-then-that logic, turn on
Allow users to create automated actions. Then adjust Sharing settings and permissions to let users and managers create automated
actions.

You can turn off features that aren’t required after enabling Sales Engagement, but we recommend keeping them on to get the most
out of the product.
These Sales Engagement features aren’t enabled by default. Turn them on if they're appropriate to your business.
• User Cadence Assignment Availability—In the Cadence Settings section of the Automate tab, this setting lets your Sales Engagement
users choose when cadence tasks are assigned to them and appear in their To Do List and Work Queue. By setting their Cadence
Assignment Availability in their profile, users have more control over their work and prevent cadence tasks from becoming overdue
during times when they don’t plan to work on cadences. Cadence step tasks for targets they own are only added during those hours.
Tell users to add their available hours in the Cadence Settings section of their user profile.
• Always show Salesforce Log a Call Window—In the Cadence Call Settings section of the Call tab, this setting makes the Salesforce
version of the Log a Call window appear at the start of each call, even if you use a third-party CTI solution. If you prefer to use the
Log a Call window from your CTI solution, don’t turn on this setting.
• Log Tasks from LinkedIn Steps—In the Cadence Settings section of the Automate tab, this setting lets Salesforce log tasks from
LinkedIn cadence steps. This setting is recommended unless you use Activity Write Back from LinkedIn to log LinkedIn tasks.

15
ASSIGN PERMISSION SETS FOR SALES ENGAGEMENT USERS

Assign the permission sets for Sales Engagement. Also assign permission sets for optional features
EDITIONS
that are new to your Salesforce org, including Sales Dialer. You can also assign the permission set
for full access to CRM Analytics dashboards. Available in: Lightning
1. From Setup, enter Permission Sets in the Quick Find box, and then select Permission Experience
Sets.
Available with Sales
2. Verify that the Sales Engagement permission sets and other relevant permission sets are available. Engagement in Sales Cloud,
which is included in
• In Enterprise Edition, look for the Sales Engagement Cadence Creator, Sales Engagement
Performance, Einstein 1,
Quick Cadence Creator, and Sales Engagement User permissions.
and Unlimited Editions, and
• In Unlimited and Performance Editions, look for the Sales Engagement Cadence Creator available for an extra cost in
Included, Sales Engagement Quick Cadence Creator, and Sales Engagement User Included Professional and Enterprise
permissions. These permissions can only be assigned to users with the Salesforce standard Editions. Sales Engagement
user license. is also available for an extra
• In Professional and Enterprise Editions, look for the Sales Engagement Basic permission set. cost in Service Cloud and
Lightning Platform.
Salesforce orgs using Sales Engagement also get three CRM Analytics for Sales Cloud Sales
Engagement licenses.
If your company is using Lightning Dialer, also check for the Dialer Inbound, Dialer Outbound, USER PERMISSIONS
and Dialer Minutes permission sets. If you want to use Einstein Conversation Insights, check for To set up Sales Engagement:
the Call Coaching User permission set. • Customize Application
3. Click each permission set you want to assign, and then click Manage Assignments to assign AND Modify All Data
the permission set to users.

Note: You can also assign permission sets per user. From Setup, enter Users in the Quick Find box, and then select Users.
Click the name of individual users. In the Permission Set Assignments related list, click Edit Assignments.
We recommend that you make these assignments.
• Assign the Sales Engagement User or Sales Engagement User Included permission set to sales reps.
• Assign the Sales Engagement Cadence Creator or Sales Engagement Cadence Creator Included permission set to sales managers
and reps who need to create cadences.

Note: If you have assigned users a cloned or custom permission set created before Spring ’23, you may need to add the
Create and Edit Standard Cadences permission to the permission set again in Spring ’23.

• Assign the Sales Engagement Quick Cadence Creator, Sales Engagement Cadence Creator, or Sales Engagement Cadence Creator
Included permission set to sales managers and reps who need to create quick cadences.
• Assign the Automated Action User permission to users who need to build their own processes to manage cadence targets they
own.
• Assign the three CRM Analytics for Sales Cloud Sales Engagement permission sets to users who need edit access to the Activities
and Lead Scoring dashboards.
• If you’ve turned on Limit Who Can Change Target Assignees in Setup, assign the Change Cadence Target Assignees permission
to users who need to change target assignees.
• Assign the Dialer permission sets to new Sales Dialer users.

16
Assign Permission Sets for Sales Engagement Users

• Assign the Sales Engagement Conversation Insights permission set to sales managers who need to use Einstein Conversation
Insights.
• Assign the Sales Engagement Cadence Creator or Sales Engagement Cadence Creator Included permission set to users who
need to create cadence folders. If they’ve been granted access, these users can edit folders shared with them and can manage
other users’ access to the shared folder. These users can edit, and manage user access to, their private folders.
• Assign the Sales Engagement User or Sales Engagement User Included permission set to users who need to view shared cadence
folders. If they’ve been granted access, these users can edit folders shared with them and can manage other users’ access to the
shared folder. These users can’t create folders, and they can’t create or edit cadences.
• Assign the Sales Engagement Basic permission set to.users who will create quick cadences only.
If you have users who accessed Sales Engagement through an add-on license In Performance or Unlimited Edition before Summer
’22, we recommend that you assign those users to the Sales Engagement User Included or Sales Engagement Cadence Creator
Included permission, or custom permission set that includes one of them. To make these assignments, add the new permissions to
your users before removing the old permissions. Beginning in Summer ’22, you can’t add users to the older Sales Engagement User
or Sales Engagement Cadence Creator permissions.

Note: The Sales Engagement Cadence Creator (Enterprise Edition) and Sales Engagement Cadence Creator Included
(Performance and Unlimited Editions) permission sets include all the permissions included with the Sales Engagement User
(Enterprise Edition) and Sales Engagement User Included (Performance and Unlimited Editions) permission sets. There’s no
need to apply both the Sales Engagement Cadence Creator and the Sales Engagement User permission sets to any single user.
If you’re making changes that apply to both types of users, make sure to update both permission sets.

SEE ALSO:
Configure Sales Engagement Features

17
CONFIGURE SALES ENGAGEMENT FEATURES

Set up Sales Dialer and Einstein Lead Scoring if they’re new to your org. And make sure that you
EDITIONS
configure all other relevant features to get the most out of Sales Engagement.
Available in: Lightning
Configure Einstein Activity Capture Settings Experience
After you turn on Sales Engagement, you can configure your Einstein Activity Capture settings, Available with Sales
such as controlling which activities are added to Salesforce records and how they’re shared. Engagement in Sales Cloud,
Add Sales Engagement Components, Actions, and Fields to Page Layouts which is included in
To make Sales Engagement functions fully available to your sales team, add related components, Performance, Einstein 1,
actions, and fields to page layouts for leads, contacts, and accounts. and Unlimited Editions, and
available for an extra cost in
Set Up Sales Dialer for Sales Engagement Professional and Enterprise
If you’re using Sales Dialer for the first time, enable Sales Dialer in Setup. Make sure that you Editions. Sales Engagement
add the Phone item to the utility bar for the Sales Engagement app. is also available for an extra
cost in Service Cloud and
Define Call Result Values for Cadence Branching
Lightning Platform.
Group call result values into categories to easily display the data in reports and use it as branching
criteria for cadences.
USER PERMISSIONS
Set Up Einstein Conversation Insights for Sales Engagement
If you’re using Einstein Conversation Insights for the first time, enable Conversation Insights in To set up Sales Engagement:
Setup. Make sure that you set up relevant call insights after turning on the product. • Customize Application
Configure a Lead Scoring Solution AND Modify All Data
If you want help prioritizing your leads, set up Einstein Lead Scoring or a third-party scoring
solution.
Customize the Work Queue
Select up to three fields to appear in the work queue so that your sales reps see the information at a glance.

18
Configure Sales Engagement Features Configure Einstein Activity Capture Settings

Configure Einstein Activity Capture Settings

After you turn on Sales Engagement, you can configure your Einstein Activity Capture settings, such
EDITIONS
as controlling which activities are added to Salesforce records and how they’re shared.
Complete these steps. Available in: Lightning
Experience
• Exclude Certain Emails and Events from Being Added to Salesforce on page 20
• Set Default Activity Sharing for Einstein Activity Capture Users on page 22 Available with Sales
Engagement in Sales Cloud,
• Let Users Share Activities with Groups on page 24
which is included in
Performance, Einstein 1,
Exclude Certain Emails and Events from Being Added to Salesforce and Unlimited Editions, and
When you add email addresses or domains to the Excluded Addresses list for your org, emails available for an extra cost in
and events with those people or companies aren’t added to the activity timeline of related Professional and Enterprise
Salesforce records. Events aren’t added to the Salesforce calendar. And events aren’t synced Editions. Sales Engagement
between Salesforce and the connected accounts. Your Excluded Addresses list applies to all is also available for an extra
Einstein Activity Capture users. Users can add more email addresses to their own Excluded cost in Service Cloud and
Lightning Platform.
Addresses lists.
Set Default Activity Sharing for Einstein Activity Capture Users
Select whether Einstein Activity Capture users share their emails and events with other users EDITIONS
or keep them private. Users can change their activity sharing at any time from their personal
Available in: Lightning
settings.
Experience
Let Users Share Activities with Groups
Available with Sales
Add the Enable email and event sharing field to group layouts. When the setting
Engagement in Sales Cloud,
is selected on a private or unlisted Chatter group, the group members who use Einstein Activity
which is included in
Capture can share activities with all group members.
Performance, Einstein 1,
and Unlimited Editions, and
available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

19
Configure Sales Engagement Features Exclude Certain Emails and Events from Being Added to
Salesforce

Exclude Certain Emails and Events from Being Added to Salesforce

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

20
Configure Sales Engagement Features Exclude Certain Emails and Events from Being Added to
Salesforce

When you add email addresses or domains to the Excluded Addresses list for your org, emails and
USER PERMISSIONS
events with those people or companies aren’t added to the activity timeline of related Salesforce
records. Events aren’t added to the Salesforce calendar. And events aren’t synced between Salesforce To update the Excluded
and the connected accounts. Your Excluded Addresses list applies to all Einstein Activity Capture Addresses list:
users. Users can add more email addresses to their own Excluded Addresses lists. • Customize Application
OR Modify All Data
1. From Setup, enter Einstein Activity Capture in the Quick Find box, and then
select Settings. To view the Excluded
Addresses list:
2. Click the Excluded Addresses tab. • View Setup and
3. Click Add. Configurations

4. Follow the prompts to update the Excluded Addresses list.

21
Configure Sales Engagement Features Set Default Activity Sharing for Einstein Activity Capture Users

Set Default Activity Sharing for Einstein Activity Capture Users

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

22
Configure Sales Engagement Features Set Default Activity Sharing for Einstein Activity Capture Users

Select whether Einstein Activity Capture users share their emails and events with other users or
USER PERMISSIONS
keep them private. Users can change their activity sharing at any time from their personal settings.
To set default activity sharing
Note: Some Sales Cloud Einstein features generate business-related insights using emails
for new users:
captured by Einstein Activity Capture, including emails that aren’t shared. However, the • Customize Application
content of the emails and the usernames associated with them are hidden. Einstein OR Modify All Data
Opportunity Insights and Einstein Automated Contacts are the Sales Cloud Einstein features
To view the Einstein Activity
that use these private emails.
Capture setup pages:
1. From Setup, in the Quick Find box, enter Einstein Activity Capture, and then • View Setup and
select Settings under Einstein Activity Capture. Configurations
2. Click the Settings tab.
3. Click Edit Default next to Default Activity Sharing for New Users.
4. Select a default option for new users.
When activities are shared with everyone, others see full email and event details. When activities aren’t shared with everyone, others
see basic details, such as dates and names, and can request full access from the activity owner. “Everyone” means all Salesforce users
at your company, but you can change it to mean only Einstein Activity Capture users. Go to the Settings tab within the Einstein
Activity Capture settings.

5. Click Save.
When new users connect their account to Salesforce with Einstein Activity Capture, the activity sharing that you selected is their
default. Users who already connected their account to Salesforce aren’t affected.
6. If you set the default sharing setting to Don’t Share, you can prevent new users, regardless of their own sharing settings, from
changing it. From the Settings tab, turn on the Enforce Default Activity Sharing for New Users setting. Users can still share
individual emails and events, and respond to sharing requests from other users.
7. If you set the default sharing setting to Share with Everyone, emails that are identified as automated replies or having sensitive
content are kept private. This protects users from inadvertently sharing sensitive information The email owner can later change the
sharing setting to something less restrictive. If you want automated replies and sensitive emails to be shared, go to the Settings tab
and turn off the Prevent Automated Emails from Being Shared and the Prevent Sensitive Emails from Being Shared settings.

23
Configure Sales Engagement Features Let Users Share Activities with Groups

Let Users Share Activities with Groups

EDITIONS

Available in: Lightning

Experience

Available with Einstein

Activity Capture Standard,
which is available in Sales
Cloud in Starter,
Professional, Enterprise,
Performance, and
Unlimited Editions

Available with Sales Cloud

Einstein, which is available
in Performance and
Unlimited Editions, and
available for an extra cost in
Enterprise Edition

Available with Inbox in Sales

Cloud, which is included in
Starter, Performance and
Unlimited Editions and
available for an extra cost in
Professional and Enterprise
Editions. Inbox is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance and Unlimited
Editions, and available for
an extra cost in Professional
and Enterprise Editions.
Sales Engagement is also
available for an extra cost in
Service Cloud and Lightning
Platform.

Available with Revenue

Intelligence, which is
available for an extra cost in
Enterprise and Unlimited
Editions

24
Configure Sales Engagement Features Let Users Share Activities with Groups

Add the Enable email and event sharing field to group layouts. When the setting
USER PERMISSIONS
is selected on a private or unlisted Chatter group, the group members who use Einstein Activity
Capture can share activities with all group members. To edit group layouts:
1. Make sure Chatter is enabled. • Customize Application

2. From Setup, enter Group Layouts in the Quick Find box, then select Group Layouts.
3. Add the Enable email and event sharing field to group layouts.

To use a group for sharing emails and events, the group’s owner can select Enable email and event sharing on the
group’s settings. Then, Einstein Activity Capture users within the group can share their emails and events with all group members. Email
and events appear in the activity timeline of related records, not in Chatter group feeds. When a user shares an individual email or event
with a Chatter group and then deletes the group, the setting for the individual email or event is removed.

25
Configure Sales Engagement Features Add Sales Engagement Components, Actions, and Fields to
Page Layouts

Add Sales Engagement Components, Actions, and Fields to Page

Layouts
To make Sales Engagement functions fully available to your sales team, add related components,
EDITIONS
actions, and fields to page layouts for leads, contacts, and accounts.
Available in: Lightning
Add the Sales Engagements Component to Record Pages Experience
Add the Sales Engagements component to relevant record pages with the Lightning App Available with Sales
Builder. With the Sales Engagements component, users can see which cadence a given prospect Engagement in Sales Cloud,
is in, their engagement activity, and also their progress within the cadence. which is included in
Add Cadence Actions to Page Layouts Performance, Einstein 1,
If your org has customized Salesforce Mobile and Lightning Experience Actions for lead, contact, and Unlimited Editions, and
available for an extra cost in
or person account records, add cadence actions to those objects’ page layouts. Add the actions
Professional and Enterprise
from the Object Manager.
Editions. Sales Engagement
Set Up Cadence Fields on Record Layouts is also available for an extra
Add Cadence to one of the top Selected Fields to show users the related cadence on lead, cost in Service Cloud and
contact, and person account records. Users can click the field to view the cadence record, where Lightning Platform.
they can view all the steps in the cadence. And add Cadence Assignee to see which sales rep
is working on the prospect.
Display Key Cadence Fields on List Views
Make sure that users can see the Cadence and Cadence Assignee fields in relevant list views. You can also create a list view that
shows only records linked to a cadence.
Set Up Scheduled Email Management for Sales Engagement
As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at an optimal time. Set up the
Scheduled Emails component so that reps can update the content of a scheduled email and change its scheduled date and time.
Add the Work Queue Component to Email Integration Panes for Outlook and Gmail
Sales reps can access the Sales Engagement Work Queue directly from the integrations with Microsoft® Outlook® and Gmail™. Add
the Work Queue component to its own tab in a new or existing email application pane. Then assign the pane to your Sales Engagement
users.

26
Configure Sales Engagement Features Add the Sales Engagements Component to Record Pages

Add the Sales Engagements Component to Record Pages

Add the Sales Engagements component to relevant record pages with the Lightning App Builder.
EDITIONS
With the Sales Engagements component, users can see which cadence a given prospect is in, their
engagement activity, and also their progress within the cadence. Available in: Lightning
1. From Setup, enter Lightning App Builder in the Quick Find box, and then select Lightning Experience
App Builder.
Available with Sales
2. Click Edit for the Lightning page you want to modify, or create a new page. Engagement in Sales Cloud,
• For Sales Engagement, make sure you update relevant lead, contact, and person account which is included in
Performance, Einstein 1,
pages.
and Unlimited Editions, and
• If Relate Opportunities to Cadences is turned on, you can add the component to opportunity available for an extra cost in
page layouts. Professional and Enterprise
• If Use Cadences for Collections is turned on, you can add the component to invoice page Editions. Sales Engagement
layouts. is also available for an extra
cost in Service Cloud and
3. Add the Sales Engagements component to the page’s layout. Lightning Platform.
4. Save your changes.
5. If you’re creating a new page, activate the page and assign it to Sales Engagement users. USER PERMISSIONS
6. Repeat the process for other relevant Lightning pages. To set up Sales Engagement:
• Customize Application
AND Modify All Data

Add Cadence Actions to Page Layouts

If your org has customized Salesforce Mobile and Lightning Experience Actions for lead, contact,
EDITIONS
or person account records, add cadence actions to those objects’ page layouts. Add the actions
from the Object Manager. Available in: Lightning
1. From Setup, enter Object Manager in the Quick Find box, and then select Object Manager. Experience
2. Click the object you want to modify. For Sales Engagement, make sure that you update Lead, Available with Sales
Contact, Person Account, and Opportunity. Engagement in Sales Cloud,
3. Select Page Layouts, and then click the relevant page layout. which is included in
Performance, Einstein 1,
4. From the palette on the upper portion of the screen, click Mobile & Lightning Actions. and Unlimited Editions, and
5. Drag these actions to the Salesforce Mobile and Lightning Actions section of the page layout. available for an extra cost in
On the opportunity page layout, you can only use the Add to Sales Cadence action. Cadence Professional and Enterprise
actions aren't supported in the Salesforce mobile app. Editions. Sales Engagement
is also available for an extra
• Add to Cadence cost in Service Cloud and
• Remove from Cadence Lightning Platform.
• Change Target Assignee
• Pause Target USER PERMISSIONS
• Resume Target
To set up Sales Engagement:
6. Save your changes. • Customize Application
AND Modify All Data
7. Repeat the process for other relevant objects. For Sales Engagement, make sure that you update
Lead, Contact, and Person Account.

27
Configure Sales Engagement Features Set Up Cadence Fields on Record Layouts

Set Up Cadence Fields on Record Layouts

Add Cadence to one of the top Selected Fields to show users the related cadence on lead, contact,
EDITIONS
and person account records. Users can click the field to view the cadence record, where they can
view all the steps in the cadence. And add Cadence Assignee to see which sales rep is working on Available in: Lightning
the prospect. Experience
1. From Setup, enter Object Manager in the Quick Find box, and then select Object Manager.
Available with Sales
2. Click the object you want to modify. For Sales Engagement, make sure that you update Lead, Engagement in Sales Cloud,
Contact, and Person Account. which is included in
Performance, Einstein 1,
3. Select Compact Layouts, and then click New.
and Unlimited Editions, and
4. Enter a label for the compact layout. Sales Engagement Compact Layout works available for an extra cost in
here. Professional and Enterprise
5. Add Cadence, Cadence Assignee, Cadence State, First Call Date, and First Email Date as Editions. Sales Engagement
a few of the top Selected Fields. is also available for an extra
cost in Service Cloud and
6. Save your changes. Lightning Platform.
7. Click Compact Layout Assignment and then Edit Assignment.
8. Select the compact layout as the Primary Compact Layout, and then save your changes. USER PERMISSIONS
9. Repeat the process for other relevant objects. For Sales Engagement, make sure that you update To set up Sales Engagement:
Lead, Contact, and Person Account. • Customize Application
AND Modify All Data

Display Key Cadence Fields on List Views

Make sure that users can see the Cadence and Cadence Assignee fields in relevant list views. You
EDITIONS
can also create a list view that shows only records linked to a cadence.
1. Navigate to the list view where you want to expose the fields. Available in: Lightning
If you’re using the sales console, switch out of the split view to see the List View Controls. Experience

2. Select the List View Controls dropdown, and then click Select Fields to Display. Available with Sales
Engagement in Sales Cloud,
Not all list views are editable, such as the Recently Viewed list view. which is included in
3. Add Cadence and Cadence Assignee as a couple of the top Visible Fields. Performance, Einstein 1,
and Unlimited Editions, and
4. Save your changes. available for an extra cost in
5. Repeat the process for other relevant list views. Professional and Enterprise
Editions. Sales Engagement
For Sales Engagement, update the lead, contact, and person account list views.
is also available for an extra
cost in Service Cloud and
Lightning Platform.
Set Up Scheduled Email Management for Sales
Engagement USER PERMISSIONS
As sales reps send emails to leads and contacts, they can schedule the emails so that they arrive at
To set up Sales Engagement:
an optimal time. Set up the Scheduled Emails component so that reps can update the content of
• Customize Application
a scheduled email and change its scheduled date and time. AND Modify All Data
See Set Up Send Later for Your Sales Reps

28
Configure Sales Engagement Features Add the Work Queue Component to Email Integration Panes
for Outlook and Gmail

Add the Work Queue Component to Email Integration Panes for Outlook
and Gmail
Sales reps can access the Sales Engagement Work Queue directly from the integrations with
EDITIONS
Microsoft® Outlook® and Gmail™. Add the Work Queue component to its own tab in a new or existing
email application pane. Then assign the pane to your Sales Engagement users. Available in: Lightning
Give your reps the flexibility to work through their queue from their email application. Experience

Available with Sales

Engagement in Sales Cloud,
which is included in
Performance, Einstein 1,
and Unlimited Editions, and
available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

1. From Setup, enter Integration in the Quick Find box, then select Outlook Integration
and Sync or Gmail Integration and Sync. USER PERMISSIONS
2. Expand Let users access Salesforce records from Outlook/Gmail and enable Customize To set up the email
Content with App Builder. integrations to use custom
3. Under Email Application Panes, click Create New Pane and select With Inbox Features, or email application panes:
edit an existing pane in the list. • Customize Application
To create and save Lightning
4. Click the Tabs component.
pages in the Lightning App
Builder:
• Customize Application

5. In the Tabs component properties, click Add Tab.

6. Click the tab and select Custom title.
7. Enter a descriptive title for the tab, such as Work Queue, or something that describes the queue for your sales reps, and click Done.
8. Keep the tab visible in both Compose and Read modes.

29
Configure Sales Engagement Features Add the Work Queue Component to Email Integration Panes
for Outlook and Gmail

9. Drag and move the tab in the Tabs list to where you want it to display.
Tabs are listed from top to bottom in the order they display from left to right in the pane. To make sure that a tab is visible without
extra clicks, place the tab in one of the first few positions.

10. Drag the Work Queue component to the tab.

Tip: To track links in emails started from the Work Queue in Outlook, also add the Email Tracking component to a tab available
in Compose mode.

Tip: The My Feed tab in the Work Queue shows engagements and alerts for emails sent from the Work Queue and tracked
emails sent from outside the Work Queue. That information is also shown in the Feed tab in the email integration pane. To
prevent duplicate feeds for reps who use the Work Queue, use the Lightning App Builder to remove the Feed tab from the
email integration pane.

11. Click Save.

12. Activate and assign the pane to the user profiles of reps who use Sales Engagement.

30
Configure Sales Engagement Features Set Up Sales Dialer for Sales Engagement

Set Up Sales Dialer for Sales Engagement

If you’re using Sales Dialer for the first time, enable Sales Dialer in Setup. Make sure that you add
EDITIONS
the Phone item to the utility bar for the Sales Engagement app.
See Enable Sales Dialer and Add Dialer to the Utility Bar. Available in: Lightning
Experience
Enable Sales Dialer Available with Sales
Turn on Dialer from the Dialer Settings page in Lightning Experience. Engagement in Sales Cloud,
which is included in
Add Dialer to the Utility Bar
Performance, Einstein 1,
Use the App Manager to make Dialer available from the utility bar at the bottom of the page. and Unlimited Editions, and
The utility bar gives your sales reps quick access to commonly used tools. available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

Enable Sales Dialer

Turn on Dialer from the Dialer Settings page in Lightning Experience.
EDITIONS
1. From Setup, enter Dialer in the Quick Find box, then select Dialer Settings.
Available in: Lightning
2. Enable Dialer.
Experience
Optionally, enable personal voicemail, prioritized call lists, voicemail drop, and other settings
for your org as well. Available with Sales Cloud
and Service Cloud in:
Note: You can turn on and manage more features under the Dialer node in Setup. Essentials, Professional,
Depending on your org, this may include local presence, call result tracking, and more. Enterprise, Performance,
and Unlimited Editions
Sales Dialer is available for
an additional cost as an
add-on license.

USER PERMISSIONS

To enable Dialer features:

• Customize Application

31
Configure Sales Engagement Features Add Dialer to the Utility Bar

Add Dialer to the Utility Bar

Use the App Manager to make Dialer available from the utility bar at the bottom of the page. The
EDITIONS
utility bar gives your sales reps quick access to commonly used tools.
1. From Setup, enter App Manager in the Quick Find box, then select App Manager. Available in: Lightning
Experience
2. Edit an existing Lightning app or click New Lightning App. You can also upgrade a custom
Classic app to a Lightning app. Available with Sales Cloud
If available, the Lightning Sales app contains numerous options preconfigured for sales users. and Service Cloud in:
Essentials, Professional,
3. On the Utility Items tab, click Add Utility Item and select Dialer. Enterprise, Performance,
4. On the User Profiles tab, make the app available to relevant user profiles. and Unlimited Editions

5. Verify the other app details, including the app name, branding information, and available menu Sales Dialer is available for
an additional cost as an
items.
add-on license.
6. Save your changes.
To verify your changes, from the App Launcher, find and open the app that has Sales Dialer enabled.
USER PERMISSIONS

To enable Dialer features:

• Customize Application

Define Call Result Values for Cadence Branching

Group call result values into categories to easily display the data in reports and use it as branching
EDITIONS
criteria for cadences.
1. From Setup, enter Sales Engagement in the Quick Find box, and then select Sales Available in: Lightning
Engagement Settings. Experience
2. Click the Call tab. Available with Sales
3. In the Cadence Call Settings section, edit the Define Call Results for Branching section and Engagement in Sales Cloud,
enable the feature. which is included in
Performance, Einstein 1,
4. Enter the call result values used by your org next to the related call result categories. and Unlimited Editions, and
If your org is using Lightning Dialer, click the Edit Call Result Values link to confirm or modify available for an extra cost in
your org’s current call result values. Professional and Enterprise
Editions. Sales Engagement
Note: Make sure you enter the call result values correctly. is also available for an extra
cost in Service Cloud and
5. Click Save. Lightning Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

32
Configure Sales Engagement Features Set Up Einstein Conversation Insights for Sales Engagement

Set Up Einstein Conversation Insights for Sales Engagement

If you’re using Einstein Conversation Insights for the first time, enable Conversation Insights in Setup.
EDITIONS
Make sure that you set up relevant call insights after turning on the product.
Complete these steps. Available in: Lightning
Experience
• Turn On Einstein Conversation Insights
• Connect Voice Recording Providers Available with Sales
Engagement in Sales Cloud,
• Set Up Call Insights
which is included in
Performance, Einstein 1,
Turn On Einstein Conversation Insights and Unlimited Editions, and
Enable Einstein Conversation Insights from the General Settings page in Setup. available for an extra cost in
Professional and Enterprise
Connect Voice Recording Providers
Editions. Sales Engagement
Connect at least one recording provider to use Einstein Conversation Insights. is also available for an extra
Set Up Call Insights cost in Service Cloud and
Define call insights related to mentions of competitors and products that are important to your Lightning Platform.
Salesforce org. And create custom insights for when words or phrases relevant to your teams
are mentioned. USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

Turn On Einstein Conversation Insights

Enable Einstein Conversation Insights from the General Settings page in Setup.
EDITIONS
1. From Setup, enter Einstein Conversation Insights in the Quick Find box,
then select General Settings. Available in: Lightning
Experience
2. Turn on Conversation Insights.
The Conversation Insights Readiness indicator displays when the related dashboards are available. Available in Einstein
This process can take some time, so continue with the next steps until they’re available. Conversation Insights, which
is available in Enterprise,
Troubleshooting Dashboard Creation Issues
Performance, and
You can resolve some dashboard creation problems from the Analytics Setup page. For more Unlimited Editions
persistent issues, reach out to Salesforce Customer Support. Available for an extra cost in
From Setup, enter Analytics in the Quick Find box, then select Auto-Installed Apps Enterprise Edition for use
under the Apps section. with more than 10 users
If the Conversation Intelligence app isn’t successfully installed, click the Requests tab. Select
the drop-down menu for the Conversation Intelligence request and click View Log.
USER PERMISSIONS
The log describes what caused the Analytics app installation to fail. Resolve the issue then retry
the installation from the drop-down menu. To enable Einstein
Conversation Insights:
• Customize Application

33
Configure Sales Engagement Features Turn On Einstein Conversation Insights

Error Message Related Issue and Solution

Something went wrong while executing the Sync_Lead node: Some fields aren’t accessible for reporting. Make sure Data Sync
Field [ScoreIntelligenceId] is not available. Verify that the field is enabled and have your Analytics admin (with a CRM Analytics
exists and that the Analytics Cloud Integration User profile has Growth Admin or CRM Analytics Plus Admin license) open up
Read level access on the field. field visibility from Analytics Data Manager.
Data Sync is enabled by default in most orgs, but you may need
to turn it on. From Setup, enter Analytics in the Quick
Find box, then select Settings. Select Enable Data Sync and
Connections if it’s not enabled and save your changes.
If you’re an Analytics admin, navigate to the Connect node in
the Analytics Data Manager and open the related object in the
SFDC_LOCAL connection. Address problems of field visibility
based on the errors reported, and retry the installation from the
Auto-Installed Apps page.

Something went wrong while executing the Sync_Lead node: This error can occur if Lead Scoring was turned on-and-off in
Field [ScoreIntelligenceId] is not available. Verify that the field sandbox, and this sandbox environment was copied to
exists and that the Analytics Cloud Integration User profile has production prior to enabling Einstein Conversation Insights.
Read level access on the field. Turn Lead Scoring back on in your production environment to
fix this issue.

Something went wrong while executing the Sync_Lead node: This error can occur if Sales Engagement was turned on-and-off
Fields [FirstEmailDateTime, FirstCallDateTime] are not available. in sandbox, and this sandbox environment was copied to
Verify that the fields exists and that the Analytics Cloud production prior to enabling Einstein Conversation Insights.
Integration User profile has Read level access on the fields. Turn Sales Engagement back on in your production environment
to fix this issue.

Enabling ECI creates a dataflow available in Analytics Studio. The dataflow for the dashboards is set to run every eight hours by default.
To modify the dataflow settings, go to Analytics Studio from the App Launcher. Click Data Manager from the menu on the left, and
then Manage Dataflows at the bottom of the menu. Select the Dataflows tab. You can update the schedule by selecting Schedule
in the dropdown for the Conversation Intelligence Call Insights Dataflow.

34
Configure Sales Engagement Features Connect Voice Recording Providers

Connect Voice Recording Providers

Connect at least one recording provider to use Einstein Conversation Insights.
EDITIONS
Einstein Conversation Insights can analyze recordings from different products. For a list, see Recording
Providers. For information about connecting video recording providers, see Connect Video Recording Available in: Lightning
Providers. Experience
There are additional setup steps and requirements to connect Dialpad, RingCentral, Aircall, or Available in Einstein
Amazon Connect. For more information, see Integrate Voice Connectors with Einstein Conversation Conversation Insights, which
Insights. is available in Enterprise,
Performance, and
Note: To use other recording providers, inquire about implementing an API solution to Unlimited Editions
connect your provider. More information can be found in Einstein Conversation Insights API
Available for an extra cost in
Setup for Recording Providers.
Enterprise Edition for use
Make sure that Dialer or your telephony solution is enabled. For more information about enabling with more than 10 users
Sales Dialer, see Set Up Sales Dialer.
See Phone Integration Considerations for Sales Engagement for information about integrating your
phone provider with Sales Engagement. USER PERMISSIONS

1. From Setup, enter Einstein Conversation Insights in the Quick Find box, and then select To enable Einstein
General Settings. Conversation Insights:
• Customize Application
2. On the Settings page, connect a voice recording provider.
3. Click Connect.

Set Up Call Insights

Define call insights related to mentions of competitors and products that are important to your
EDITIONS
Salesforce org. And create custom insights for when words or phrases relevant to your teams are
mentioned. Available in: Lightning
Note: You can create up to 100 custom insights. Each insight can have a maximum of 25 Experience
keywords, with each keyword limited to 255 characters. Available in Einstein
1. From Setup, enter Call Insights in the Quick Find box, and then select Call Insights. Conversation Insights, which
is available in Enterprise,
2. From the Standard tab, enter the competitors and products that are important to your teams. Performance, and
Be conscious of the keywords and phrases that you select to avoid flagging sensitive information Unlimited Editions
and to ensure the trust, safety, and privacy of your employees and customers. Limit words that Available for an extra cost in
could inadvertently or inappropriately affect people based on gender, religion, race, sexual Enterprise Edition for use
orientation, income level, or any other sensitive category. with more than 10 users
Similarly, limit keywords that could be construed as surveilling or monitoring your employees.
This feature isn’t a tool to assess employee satisfaction, gauge performance, or define normative
behaviors. USER PERMISSIONS

3. From the Custom tab, define insights for words or phrases that are relevant to your teams. To enable Einstein
Conversation Insights:
To prevent incorrect classification, avoid keywords already covered by automatic insights. For
• Customize Application
example, mentions about payment and purchase orders are already covered by the Pricing
Mentioned insight, and shouldn’t be used for a new custom insight.

35
Configure Sales Engagement Features Configure a Lead Scoring Solution

Configure a Lead Scoring Solution

If you want help prioritizing your leads, set up Einstein Lead Scoring or a third-party scoring solution.
EDITIONS

Set Up Einstein Lead Scoring for Sales Engagement Available in: Lightning
If you’re using Einstein Lead Scoring for the first time, enable and configure Einstein Lead Scoring Experience
in Setup. Available with Sales
Set Up Third-Party Prospect Scoring for Sales Engagement Engagement in Sales Cloud,
Configure third-party scores for person accounts, contacts, or leads. Show scores on records, which is included in
and use scores to sort the Work Queue. Performance, Einstein 1,
and Unlimited Editions, and
available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

Set Up Einstein Lead Scoring for Sales Engagement

If you’re using Einstein Lead Scoring for the first time, enable and configure Einstein Lead Scoring
EDITIONS
in Setup.
1. From Setup, enter Einstein Lead Scoring in the Quick Find box, and then select Einstein Lead Available in: Lightning
Scoring. Experience
2. On the Settings page, click Get Started. Available with Sales
3. Read the introduction, and then click Next. Engagement in Sales Cloud,
which is included in
4. Choose the lead conversion milestone that matches your business practices. Does your sales Performance, Einstein 1,
team create opportunities when they convert leads, or do they simply convert leads to accounts and Unlimited Editions, and
and contacts? Then click Next. available for an extra cost in
5. Choose whether you want Einstein to score all your leads or only leads that meet criteria you Professional and Enterprise
specify. To score only certain leads, click Score only leads that meet my criteria. Otherwise, Editions. Sales Engagement
click Next. is also available for an extra
cost in Service Cloud and
You can specify up to 100 field filters for the leads you want to score. The CurrencyIsoCode field Lightning Platform.
can’t be used in lead field filters.
The following field data types also can’t be used in lead field filters.
USER PERMISSIONS
• Address
To set up Sales Engagement:
• Date
• Customize Application
• Datetime AND Modify All Data

36
Configure Sales Engagement Features Set Up Einstein Lead Scoring for Sales Engagement

• Double
• Encrypted String
• Geolocation
• Multipicklist
• Reference— However, the RecordTypeId reference field is supported.
• Text Area
• Time

6. Choose whether you want Einstein to include all your lead fields during lead score analysis. To exclude specific fields, click No, ignore
certain fields (Advanced), and then deselect the fields you want to ignore. Otherwise, click Next.
Some businesses use fields that don’t affect a lead’s chance of converting. For example, you might have a field that indicates the
reason a lead didn’t convert. Telling Einstein to ignore those fields yields more accurate lead scores. Before ignoring a field, make
sure that the field doesn’t affect the lead’s chance of converting. Ignoring fields that affect score analysis decreases the accuracy of
your lead scores. If you are uncertain about whether to ignore a particular field, contact Salesforce Customer Support.

7. Wait while Einstein confirms that your company’s data works with the settings you’ve chosen.
8. When Einstein finishes confirming your settings, click Score Leads.
9. Using the Lightning App Builder, make sure that the Einstein Lead Scoring component was added to Lightning pages for leads. In
Salesforce Classic, add the Lead Score field to lead page layouts. The Lead Score field can’t be used on the same page layout as the
Lead Score Distribution or Conversion Rate by Lead Score report components.
10. After scores are available, add the Lead Score field to public lead list views. Salesforce automatically adds this field to default list
views.
It takes up to 24 hours for lead scores to be available. Sales Cloud Einstein users see scores and factors on the Einstein Scoring component.
To see the component, users need read access to the Company, Phone, and Email fields on leads.

Tip: To get the most out of Einstein Lead Scoring, encourage sales reps to add the Lead Score field to their lead list views.

37
Configure Sales Engagement Features Set Up Third-Party Prospect Scoring for Sales Engagement

Set Up Third-Party Prospect Scoring for Sales Engagement

Configure third-party scores for person accounts, contacts, or leads. Show scores on records, and
EDITIONS
use scores to sort the Work Queue.

Note: If Einstein Lead Scoring is set up, the Work Queue sorts leads automatically by lead Available in: Lightning
score. Even if you’re using Einstein Lead Scoring, you can configure third-party scores for Experience
contacts or person accounts separately. For more information about adding Einstein lead Available with Sales
scores to Sales Engagement, see Set Up Einstein Lead Scoring for Sales Engagement. Engagement in Sales Cloud,
1. Create a custom number field on the lead or contact object. For person accounts, configure a which is included in
custom number field in the object management settings for contacts. Performance, Einstein 1,
and Unlimited Editions, and
2. Configure the custom number field with your integrated third-party application to populate available for an extra cost in
scores. Professional and Enterprise
3. From Setup, enter Sales Engagement in the Quick Find box, and then select Sales Editions. Sales Engagement
Engagement. is also available for an extra
cost in Service Cloud and
4. Next to the object for which you want to add custom scores, click Edit. Lightning Platform.
5. From the object’s custom score dropdown, select the custom number field that’s configured
as the third-party score. Users see this field as a sorting option in the Work Queue.
USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

Customize the Work Queue

Select up to three fields to appear in the work queue so that your sales reps see the information at
EDITIONS
a glance.
1. From Setup, select Object Manager, and then click the name of the entity whose layout you Available in: Lightning
want to edit. Experience
2. Click Compact Layouts, and click the name of the layout you want to customize. Available with Sales
3. Click Edit. Engagement in Sales Cloud,
which is included in
4. In the Selected Fields column, the first three fields represent the data that displays in the work Performance, Einstein 1,
queue. Change the order of the fields so that the fields you want to display are one of the first and Unlimited Editions, and
three fields listed. available for an extra cost in
Cadence isn’t supported as a field for the work queue. If it’s one of the first three fields, the Professional and Enterprise
fourth field appears in its place. Editions. Sales Engagement
is also available for an extra
5. Click Save. cost in Service Cloud and
You can customize different fields for each record type. Lightning Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

38
SET UP AN OPTIONAL SALES PROSPECTING BOT

Admins can enable an optional Einstein Bot for Sales Engagement. Build and manage a Sales
EDITIONS
Prospecting Bot to ease the load on your sales reps. Bots can handle information collection and
answer frequently asked questions so sales reps can spend their time on more complex tasks. Available in: Lightning
The Sales Prospecting Bot template covers common use cases for sales prospects. Each use case Experience
appears in the bot’s Main Menu, which directs users down different paths in the bot depending on
Available with Sales
what they select. The Sales Prospecting Bot template also includes prebuilt flows that handle the
Engagement in Sales Cloud,
creation, assignment, and look-up of Salesforce records. For example, the Connect with Sales dialog which is included in
skill includes a flow to create a lead. Performance, Einstein 1,
and Unlimited Editions, and
Sales Prospecting Bot Requirements available for an extra cost in
Before you get started with the Sales Prospecting Bot template, confirm that you meet these Professional and Enterprise
Editions. Sales Engagement
requirements.
is also available for an extra
Get Started with the Sales Prospecting Bot cost in Service Cloud and
Create a fully featured bot with the Sales Prospecting Bot template. Ease the load on your sales Lightning Platform.
reps with the bot’s prebuilt flows and included intent data.
Set Up Omni-Channel for Your Sales Prospecting Bot
Set up Omni-Channel so your sales prospecting bot can intercept leads and pass them to your sales reps in real time. That way, your
reps can assist your leads more effectively and close sales faster
Set Up a Prospect Queue for Your Sales Prospecting Bot
Assign your sales prospecting bot’s incoming leads to sales reps automatically with a prospect queue. When a new Lead work item
is assigned to the prospect queue, Omni-Channel attempts to route it to a sales rep using your routing configuration.
Add a Cadence for Your Sales Prospecting Bot
Create a cadence for your sales prospecting bot called Sales Bot Cadence. That way, you can guide sales reps that are assigned to
bot-generated leads through a scheduled sequence of prospect outreach activities.
Deploy Your Sales Prospecting Bot
Your sales prospecting bot can connect to many different endpoints, expanding the ways that you communicate with your customers.
To get started, activate your sales prospecting bot and set up embedded chat.

39
Set Up an Optional Sales Prospecting Bot Sales Prospecting Bot Requirements

Sales Prospecting Bot Requirements

Before you get started with the Sales Prospecting Bot template, confirm that you meet these
EDITIONS
requirements.
1. Obtain a Chat or Messaging license. Then enable Chat and Omni-Channel. Available in: Lightning
Experience
2. Add the Omni-Channel widget to the Sales Engagement console app.
3. Create an Experience Cloud site for your bot. Available with Sales
Engagement in Sales Cloud,
4. Enable Lightning Knowledge if you want your bot to serve knowledge articles to customers. which is included in
a. To do more than read knowledge articles, your sales reps need a Knowledge User license. Performance, Einstein 1,
Assign permissions to users who publish, archive, delete, and manage articles. and Unlimited Editions, and
available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

40
Set Up an Optional Sales Prospecting Bot Get Started with the Sales Prospecting Bot

Get Started with the Sales Prospecting Bot

Create a fully featured bot with the Sales Prospecting Bot template. Ease the load on your sales reps
EDITIONS
with the bot’s prebuilt flows and included intent data.
1. From Setup, in the Quick Find box, enter Einstein Bots, and then select Einstein Bots Available in: Lightning
under Service Cloud Einstein. To get started with Einstein Bots, click the toggle and accept the Experience
terms. Then click Try Einstein.
Available with Sales
2. Launch the Guided Setup Flow from the Einstein Bots main page. For your first bot, click Create Engagement in Sales Cloud,
a New Bot. Otherwise, click New. which is included in
Performance, Einstein 1,
3. Select Sales Prospecting Bot from the options provided. Click Next.
and Unlimited Editions, and
available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To build and manage

Einstein Bots:
• Customize Application
OR Modify Metadata OR
Manage Bots
4. Give your bot a name. This name is visible to customers, so select something that fits your
To create a sales
company’s voice and tone. You can edit this name later on the Bot Overview page.
prospecting bot:
5. Select your bot’s primary language. Click Next. • Sales Engagement User
or Sales Engagement
6. Select your bot’s actions. You can include Company and Products, Connect with Sales, or
User Included
both. Each action creates a dialog and adds it to the bot Main Menu. Click Next.
OR
7. Select an Embedded Service Deployment for your bot. Each bot requires a unique deployment.
Sales Engagement
Selecting a deployment that is already in use can disrupt other services. If you don’t link a
Cadence Creator
deployment, the Bot Preview page doesn’t automatically work. Included
8. To start intent model training, click Proceed and then Finish. The intent model requires a few
hours to build. Until the model is built, text input into the bot isn’t processed for intent. When
the Model Management page is updated with metrics, the intent model is ready to use.

41
Set Up an Optional Sales Prospecting Bot Set Up Omni-Channel for Your Sales Prospecting Bot

Set Up Omni-Channel for Your Sales Prospecting Bot

Set up Omni-Channel so your sales prospecting bot can intercept leads and pass them to your sales
EDITIONS
reps in real time. That way, your reps can assist your leads more effectively and close sales faster
With Omni-Channel, leads are automatically routed or “pushed” to sales reps assigned to the Available in: Lightning
associated queue. After you create a service channel, routing configuration, presence statuses, and Experience
a presence configuration, you associate them with a queue that contains sales prospects.
Available with Sales
Engagement in Sales Cloud,
Create a Service Channel for Your Sales Prospecting Bot which is included in
Set up a service channel for your sales prospecting bot that turns your incoming prospects into Performance, Einstein 1,
Lead work records. That way, Omni-Channel can route your bot’s leads to sales reps. and Unlimited Editions, and
available for an extra cost in
Create a Routing Configuration for Your Sales Prospecting Bot Professional and Enterprise
Routing configurations let you determine how work items are routed to your reps. Create a Editions. Sales Engagement
routing configuration for your sales prospecting bot that prioritizes the relative importance and is also available for an extra
size of leads That way, leads are handled accordingly, and work is evenly distributed to your cost in Service Cloud and
sales reps. Lightning Platform.
Create a Presence Status for Your Sales Prospecting Bot
Presence statuses indicate if a sales rep is online and available to receive prospects. Create a USER PERMISSIONS
presence status for your sales prospecting bot that includes your service channel. That way,
reps that are assigned to this presence status can receive your bot’s incoming leads. To set up Omni-Channel:
• Customize Application
Create a Presence Configuration for Your Sales Prospecting Bot
Use a presence configuration to limit how much work a sales rep can take on. That way, incoming
leads from your sales prospecting bot’s are evenly distributed to your reps. You can set up multiple configurations for different groups
of reps.

42
Set Up an Optional Sales Prospecting Bot Create a Service Channel for Your Sales Prospecting Bot

Create a Service Channel for Your Sales Prospecting Bot

Set up a service channel for your sales prospecting bot that turns your incoming prospects into
EDITIONS
Lead work records. That way, Omni-Channel can route your bot’s leads to sales reps.
1. From Setup, in the Quick Find box, enter Service Channels, select Service Channels, Available in: Lightning
and then click New. Experience
2. For the Service Channel Name field, enter Leads. Available with Sales
3. For the Salesforce Object field, select Lead. Engagement in Sales Cloud,
which is included in
4. Specify the remaining settings for your service channel and save your changes. Performance, Einstein 1,
and Unlimited Editions, and
available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To set up Omni-Channel:
• Customize Application

Create a Routing Configuration for Your Sales Prospecting Bot

Routing configurations let you determine how work items are routed to your reps. Create a routing
EDITIONS
configuration for your sales prospecting bot that prioritizes the relative importance and size of leads
That way, leads are handled accordingly, and work is evenly distributed to your sales reps. Available in: Lightning
1. From Setup, in the Quick Find box, enter Routing Configurations, select Routing Experience
Configurations, and then click New.
Available with Sales
2. For the Routing Configuration Name field, enter Sales Routing — Leads. Engagement in Sales Cloud,
which is included in
3. For the Units of Capacity field, enter 1.
Performance, Einstein 1,
4. Specify the remaining settings for your routing configuration and save your changes. and Unlimited Editions, and
available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To set up Omni-Channel:
• Customize Application

43
Set Up an Optional Sales Prospecting Bot Create a Presence Status for Your Sales Prospecting Bot

Create a Presence Status for Your Sales Prospecting Bot

Presence statuses indicate if a sales rep is online and available to receive prospects. Create a presence
EDITIONS
status for your sales prospecting bot that includes your service channel. That way, reps that are
assigned to this presence status can receive your bot’s incoming leads. Available in: Lightning
1. From Setup, in the Quick Find box, enter Presence Statuses, select Presence Statuses, Experience
and then click New.
Available with Sales
2. For the Status Name field, enter Available - Lead. Engagement in Sales Cloud,
which is included in
3. For the status option, select Online. The Online status lets reps who use this presence status
Performance, Einstein 1,
receive new work items.
and Unlimited Editions, and
4. Add the Leads service channel to the Available Channels list. available for an extra cost in
5. Save your changes. To add more statuses, repeat the steps. For example, you can create a Busy Professional and Enterprise
presence status to indicate that a rep is unavailable and can’t receive incoming prospects. Editions. Sales Engagement
is also available for an extra
6. Give reps access to your presence statuses through permission sets or profiles. cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To set up Omni-Channel:
• Customize Application

Create a Presence Configuration for Your Sales Prospecting Bot

Use a presence configuration to limit how much work a sales rep can take on. That way, incoming
EDITIONS
leads from your sales prospecting bot’s are evenly distributed to your reps. You can set up multiple
configurations for different groups of reps. Available in: Lightning
1. From Setup, in the Quick Find box, enter Presence Configurations, select Presence Experience
Configurations, and then click New.
Available with Sales
2. For the Presence Configuration Name field, enter Leads. Engagement in Sales Cloud,
which is included in
3. Indicate the maximum units of work a sales rep can take on. If you set the Units of
Performance, Einstein 1,
Capacity field to 1 in your routing configuration, each work item is 1 unit.
and Unlimited Editions, and
4. To automatically accept work assignments that are pushed to a sales rep, select Automatically available for an extra cost in
Accept Requests. Professional and Enterprise
5. Specify the remaining settings for your presence configuration. Editions. Sales Engagement
is also available for an extra
6. Save your changes. To add more presence configurations, repeat the steps. cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To set up Omni-Channel:
• Customize Application

44
Set Up an Optional Sales Prospecting Bot Set Up a Prospect Queue for Your Sales Prospecting Bot

Set Up a Prospect Queue for Your Sales Prospecting Bot

Assign your sales prospecting bot’s incoming leads to sales reps automatically with a prospect
EDITIONS
queue. When a new Lead work item is assigned to the prospect queue, Omni-Channel attempts
to route it to a sales rep using your routing configuration. Available in: Lightning
1. From Setup, in the Quick Find box, enter Queues, select Queues, and then click New. Experience
2. For the Label field, enter Leads. Available with Sales
3. Select the routing configuration that you created when you set up Omni-Channel for your bot. Engagement in Sales Cloud,
which is included in
4. If you use divisions, select the queue’s default division. Performance, Einstein 1,
5. Add the Lead object to the queue. and Unlimited Editions, and
available for an extra cost in
6. Add your sales reps as queue members. The members are assigned records from this queue.
Professional and Enterprise
Members can be individuals, roles, public groups, territories, connections, or partner users. Editions. Sales Engagement
Guest users can’t be queue members. is also available for an extra
7. Save your changes. cost in Service Cloud and
Lightning Platform.

Create Assignment Rules for Your Sales Prospecting Bot’s Prospect Queue
Use lead assignment rules to add your sales prospecting bot’s leads to your prospect queue USER PERMISSIONS
automatically.
To create or change queues:
• Customize Application
AND Manage Public List
Views
To change queues created
by other users:
• Customize Application
AND Manage Public List
Views AND Manage
Users

45
Set Up an Optional Sales Prospecting Bot Create Assignment Rules for Your Sales Prospecting Bot’s
Prospect Queue

Create Assignment Rules for Your Sales Prospecting Bot’s Prospect Queue
Use lead assignment rules to add your sales prospecting bot’s leads to your prospect queue
EDITIONS
automatically.
1. For the Lead object’s Lead Source field, add Sales Bot as a custom picklist value. Available in: Lightning
Experience
2. From Setup, in the Quick Find box, enter Lead Assignment Rules, select Lead
Assignment Rules, and then click New. Available with Sales
3. For the Name field, enter Sales Prospecting Bot. Engagement in Sales Cloud,
which is included in
4. To activate the assignment rule, select Active. Then click Save. Performance, Einstein 1,
5. Click your new assignment rule, then under Rule Entries, click New. and Unlimited Editions, and
available for an extra cost in
6. For the Sort Order field, enter 1. Professional and Enterprise
7. For the rule criteria, select the Lead: Lead Source field and equals operator. Editions. Sales Engagement
is also available for an extra
8. From the value picklist, select Sales Bot.
cost in Service Cloud and
9. Assign the lead to your prospect queue and save your changes. Lightning Platform.

USER PERMISSIONS

To view assignment rules:

• View Setup AND
Configuration
To create or change
assignment rules:
• Customize Application

46
Set Up an Optional Sales Prospecting Bot Add a Cadence for Your Sales Prospecting Bot

Add a Cadence for Your Sales Prospecting Bot

Create a cadence for your sales prospecting bot called Sales Bot Cadence. That way, you can guide
EDITIONS
sales reps that are assigned to bot-generated leads through a scheduled sequence of prospect
outreach activities. Available in: Lightning
1. In the Sales Engagement app, select Cadences from the Navigation menu. Then click New Experience
Cadence.
Available with Sales
2. For the Name field, enter Sales Bot Cadence. Your bot’s cadence must be named Sales Engagement in Sales Cloud,
Bot Cadence. which is included in
Performance, Einstein 1,
3. Select the Public Cadences folder, then click Save.
and Unlimited Editions, and
4. Add steps to your cadence. To send prospects to another cadence when they finish this one, available for an extra cost in
click the End step. Turn on Exit to linked cadence, and then choose an active cadence. Professional and Enterprise
5. When you’re finished adding steps and ready to start assigning prospects to the cadence, click Editions. Sales Engagement
Activate. is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To create cadences:
• Sales Engagement
Cadence Creator
OR
Sales Engagement
Cadence Creator
Included

47
Set Up an Optional Sales Prospecting Bot Deploy Your Sales Prospecting Bot

Deploy Your Sales Prospecting Bot

Your sales prospecting bot can connect to many different endpoints, expanding the ways that you
EDITIONS
communicate with your customers. To get started, activate your sales prospecting bot and set up
embedded chat. Available in: Lightning
1. From Setup, in the Quick Find box, enter Einstein Bots, select Einstein Bots under Experience
Service Cloud Einstein, and then select your sales prospecting bot.
Available with Sales
2. On your bot’s overview page, click Activate. Then click Preview. Engagement in Sales Cloud,
3. To set up embedded chat for your sales prospecting bot, click Set up Chat. Then click Start. which is included in
Performance, Einstein 1,
and Unlimited Editions, and
available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To deploy a sales
prospecting bot:
• Manage User Profiles
AND Run Flows AND
Permission Sets
4. Create a chat queue, create a routing configuration, and adjust your reps’ chat workload. Add
To add, edit, or delete
your Experience Cloud site’s URL. You can find your site’s URL on the All Sites page in Setup.
channels:
Select Sales, and choose an offline support option. Then click Finish. • Customize Application
5. Click Next and then Done.
6. To preview your bot, click the Chat button in Preview.

Deploy Your Bot to Your Experience Cloud Site

Add your sales prospecting bot to an existing Experience Cloud site to increase case deflection and user engagement.

48
Set Up an Optional Sales Prospecting Bot Deploy Your Bot to Your Experience Cloud Site

Deploy Your Bot to Your Experience Cloud Site

Add your sales prospecting bot to an existing Experience Cloud site to increase case deflection and
EDITIONS
user engagement.
To get started, deploy your bot to your Experience Cloud site. You can also deploy your bot to Chat Available in: Lightning
channels (in-app and web) and SMS, Facebook Messenger, and WhatsApp channels. To add your Experience
bot to a conversation channel, see Deploy Your Bot to Your Channels.
Available with Sales
Note: You can create multiple bots, but an Experience Cloud site can only have one active Engagement in Sales Cloud,
bot. which is included in
Performance, Einstein 1,
1. From Setup, in the Quick Find box, enter All Sites, and select All Sites. Then click Builder and Unlimited Editions, and
next to your site. available for an extra cost in
2. From Settings, select Security & Privacy. Ensure that your security Level is Relaxed CSP, then Professional and Enterprise
under Trusted Sites for Scripts, click Add Trusted Site. Editions. Sales Engagement
is also available for an extra
3. For the Name field, enter Sales Prospecting Bot. cost in Service Cloud and
4. For the URL field, enter your bot’s Chat API Endpoint, and omit /chat/rest/. You can find Lightning Platform.
your bot’s Chat API endpoint on the Chat Settings page in Setup.
5. Select Active, then click Add Site. USER PERMISSIONS
6. To add and configure the chat component on the site, open the Components panel, and then
To customize an Experience
search for Embedded Service Chat. Add the Embedded Service Chat component to Cloud site:
the Template Footer region of your site’s home page. • Be a member of the site
7. Label your chat button, and specify the remaining settings. AND Create and Set Up
Experiences
8. To test your bot from a sales rep’s perspective, test your embedded chat window.
OR
9. Before you deploy your bot on your live Experience Cloud site, add knowledge articles with
Be a member of the site
your company and product information. To serve knowledge articles with your bot, you must AND an experience
add the summary field to the Knowledge object’s page layout. admin, publisher, or
10. To deploy the bot on your live Experience Cloud site, click Publish, and then click Got It. builder in that site

49
START USING THE SALES ENGAGEMENT APP

With Sales Engagement set up, your sales managers and reps can start using the app by creating cadences and adding prospects to
them.

Get Started Managing Sales with Sales Engagement

Start using Sales Engagement by navigating to the app and creating your first cadence.
Get Started Selling to Prospects with Sales Engagement
Start using Sales Engagement by navigating to the app and adding prospects to cadences, which makes them appear in your Work
Queue.

Get Started Managing Sales with Sales Engagement

Start using Sales Engagement by navigating to the app and creating your first cadence.
EDITIONS
1. From the App Launcher, find and open Sales Engagement.
Available in: Lightning
2. To start using Einstein Activity Capture, click the banner at the top of the page.
Experience
If you’re new to Dialer, click the banner to select a Dialer number.
Available with Sales
3. Switch to the split view in console. Engagement in Sales Cloud,
4. Create and activate a cadence. which is included in
Performance, Einstein 1,
5. Add prospects to a cadence.
and Unlimited Editions, and
Check out additional resources. available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

50
Start Using the Sales Engagement App Get Started Selling to Prospects with Sales Engagement

Get Started Selling to Prospects with Sales Engagement

Start using Sales Engagement by navigating to the app and adding prospects to cadences, which
EDITIONS
makes them appear in your Work Queue.
1. From the App Launcher, find and open Sales Engagement. Available in: Lightning
Experience
2. Set up Einstein Activity Capture.
If you’re new to Dialer, click the banner to select a Dialer number. Available with Sales
Engagement in Sales Cloud,
3. Switch to the split view in console. which is included in
4. Add leads, contacts, or person accounts to your Work Queue. Performance, Einstein 1,
and Unlimited Editions, and
Check out additional resources. available for an extra cost in
Professional and Enterprise
Editions. Sales Engagement
is also available for an extra
cost in Service Cloud and
Lightning Platform.

USER PERMISSIONS

To set up Sales Engagement:

• Customize Application
AND Modify All Data

51