Ivan Harris

Cheat Sheet: Salesforce Independent Consultant, Apress Author, AppExchange ISV Partner |
Official Member at Forbes Technology Council

10 Salesforce
Einstein
Features that Please note:

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

Customer Service guidance only.

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Resolving Customer Inquiries with AI-powered ● Please email me if you have any suggested improvements or corrections - my details are
Automation and Agent Assistance on the last slide.

June 2020 Copyright © 2020 Ivan Harris 1

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

Please read this slide deck with the accompanying blog post.

Feature Category Feature Slide #

App Feature (Bundled with the Service Cloud User feature license) Feature 1: Einstein Article Recommendations 3
App Feature (Licensing TBC) Feature 2: Einstein Reply Recommendations 4
App Feature (Included with the Service Cloud Einstein add-on SKU) Feature 3: Einstein Next Best Action 5
Feature 4: Einstein Case Classification 6
Feature 5: Einstein Case Routing 7
Feature 6: Service Analytics 8
Platform Services Feature 7: Einstein Prediction Builder 9
Feature 8: Einstein Bots 10
Feature 9: Einstein Vision 11
Feature 10: Einstein Language 12

June 2020 Copyright © 2020 Ivan Harris 2

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

Overview
• Einstein recommends Knowledge articles to attach to
cases and send to customers.
• Fields on cases are used to predict the most likely
Knowledge articles to recommend.
• Recommendations appear in Lightning Service Console
using the Knowledge Lightning component.

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

• Available: In Enterprise, Performance, and Unlimited • Einstein Sentiment is only available for English text.
editions. • Pricing: $4,000 for 1 million predictions/month.
• Pricing: Included with Service Cloud license fee.
• Only for Knowledge articles written in English.
• 100+ Knowledge articles and 1000+ closed cases
required.

Help Trailhead Pricing

https://help.salesforce.com/articleView?id=einstein_article_recommendations_introduction.htm None yet https://www.salesforce.com/editions-pricing/service-cloud/

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

Overview
• Einstein recommends replies to customer inquiries on
the Chat channel. Agents can post the reply as is or edit it
first.
• Historical closed chat transcripts are analysed to create
suggested replies, which can be edited and approved.
• Suggestions appear in the Einstein Suggestions Card in
the Lightning Service Console.

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

• Available: In Enterprise, Performance and Unlimited • Einstein Sentiment is only available for English text.
editions. • Pricing: $4,000 for 1 million predictions/month.
• Pricing: TBC.
• Available in English with limited support for other
languages.
• 10,000+ closed English chat transcripts required.

Help Trailhead Pricing

None yet None yet TBC

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

Overview
• Make next best action recommendations based on
customer data, business logic, Einstein Discovery models
and Einstein Prediction Builder models.
• Automate fulfilling the recommendation using Flows.
• Recommendations appear in Lightning Service Console
using the Einstein Next Best Action Lightning component.

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

• Available: In Essentials, Professional, Enterprise, • Einstein Sentiment is only available for English text.
Performance, Unlimited, and Developer editions. • Pricing: $4,000 for 1 million predictions/month.
• Pricing: All orgs receive 5,000 Next Best Action requests
per month at no charge. Purchase the Service Cloud
Einstein SKU at $50 pupm for unlimited requests per
user. Purchase Einstein Next Best Action Additional
Requests SKU at $50 pm for an additional 10,000 org-
wide requests.

Help Trailhead Pricing

https://help.salesforce.com/articleView?id=einstein_next_best_action.htm https://trailhead.salesforce.com/en/content/learn/modules/einstein-next-best-action https://www.salesforce.com/editions-pricing/service-cloud/einstein/

June 2020 Copyright © 2020 Ivan Harris 5

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

Overview
• Einstein predicts case field values based on the values set
by service agents on historical closed cases.
• Recommends field values for agents to select or
automatically populates fields based on Einstein
confidence levels.
• Recommendations appear in Lightning Service Console
using the Case Details Lightning component.

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

• Available: In Enterprise, Performance, and Unlimited • Einstein Sentiment is only available for English text.
editions. • Pricing: $4,000 for 1 million predictions/month.
• Pricing: Included in the Service Cloud Einstein SKU at $50
pupm.
• 1,000+, preferably 10,000+ historical cases closed in the
past 6-months. 100+ cases with the field-value
combination to predict. Less than 100 values per field.
• Supports checkbox, picklist and lookup fields.

Help Trailhead Pricing

https://help.salesforce.com/articleView?id=cc_service_what_is.htm https://trailhead.salesforce.com/en/content/learn/modules/service_case_class https://www.salesforce.com/editions-pricing/service-cloud/einstein/

June 2020 Copyright © 2020 Ivan Harris 6

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

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

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

• Available: In Enterprise, Performance, and Unlimited • Einstein Sentiment is only available for English text.
editions. • Pricing: $4,000 for 1 million predictions/month.
• Pricing: No additional fees once you have purchased
Einstein Case Classification, which is Included in the
Service Cloud Einstein SKU at $50 pupm.

Help Trailhead Pricing

https://help.salesforce.com/articleView?id=omnichannel_einstein_case_routing.htm None yet https://www.salesforce.com/editions-pricing/service-cloud/einstein/

June 2020 Copyright © 2020 Ivan Harris 7

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

Overview
• Service managers can use historical performance,
trending and KPI data to visualize service department
performance.
• Service agents can view case and customer data to help
make faster and more informed decisions when resolving
inquiries.
• Create an app to view dashboards on desktop and mobile
devices.
•
Prerequisites Available: In Professional, Enterprise, Unlimited, and
Developer editions.

• Available: In Enterprise, Performance, Unlimited and • Einstein Sentiment is only available for English text.
Developer editions. • Pricing: $4,000 for 1 million predictions/month.
• Pricing: Included in the Service Cloud Einstein SKU at $50
pupm. If you have an Einstein Analytics Growth or an
Einstein Analytics Plus platform license, a Service
Analytics license is included.

Help Trailhead Pricing

https://help.salesforce.com/articleView?id=bi_app_service_wave.htm https://trailhead.salesforce.com/content/learn/modules/service_wave_app_intro https://www.salesforce.com/editions-pricing/service-cloud/einstein/

June 2020 Copyright © 2020 Ivan Harris 8

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

Overview
• Predict case field values using historical case field values.
• Add Einstein Prediction Builder results to Next Best
Action to include predicted customer interests, behaviors
and actions when making a recommendation.

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

• Available: In Enterprise, Performance, Unlimited and • Einstein Sentiment is only available for English text.
Developer editions. • Pricing: $4,000 for 1 million predictions/month.
• Pricing: Included in the Einstein Predictions SKU at $75
pupm (20 predictions, enable 10 at a time ) and the
Einstein Analytics Plus SKU at $150 pupm (45 predictions,
enable 35 at a time).
• Minimum of 400 records required for training Einstein
with 100 records per field value.

Help Trailhead Pricing

https://help.salesforce.com/articleView?id=custom_ai_prediction_builder.htm https://trailhead.salesforce.com/en/content/learn/modules/einstein-prediction-builder https://www.salesforce.com/products/einstein-analytics/pricing/

June 2020 Copyright © 2020 Ivan Harris 9

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

Overview
• Add Einstein Bots to Chat and Messaging (SMS, Facebook
Messenger and WhatsApp) channels.
• Build transactional bots (menu driven), conversational
bots (using Natural Language Processing) or a hybrid of
both.
• Automate business processes or gather information using
pre-chat forms and transfer to agents for resolution.

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

• Available: In Enterprise, Performance, Unlimited, and • Einstein Sentiment is only available for English text.
Developer editions. • Pricing: $4,000 for 1 million predictions/month.
• Pricing: Included in the Digital Engagement SKU at $75
pupm (includes 25 bot conversations pupm ). Additional
bot conversations $50 for 100 conversations per month.

Help Trailhead Pricing

https://help.salesforce.com/articleView?id=bots_service_intro.htm https://trailhead.salesforce.com/en/content/learn/modules/service_bots_basics https://www.salesforce.com/editions-pricing/service-cloud/digital-engagement/

June 2020 Copyright © 2020 Ivan Harris 10

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

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

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

• Available: In Professional, Enterprise, Unlimited, and • Einstein Sentiment is only available for English text.
Developer editions. • Pricing: $4,000 for 1 million predictions/month.
• Pricing: $4,000 for 1 million predictions/month.

Help Trailhead Pricing

https://metamind.readme.io/docs/introduction-to-the-einstein-predictive-vision-service https://trailhead.salesforce.com/en/content/learn/projects/predictive_vision_apex https://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/pricing/all-add-ons.pdf

June 2020 Copyright © 2020 Ivan Harris 11

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

Overview
• Einstein Language consists of Einstein Intent and Einstein
Sentiment.
• Einstein Intent: Use customizable intent analysis models
to understand the meaning of a customer’s question.
• Einstein Sentiment: Custom or pre-trained sentiment
models allow you to classify text into positive, neutral or
negative sentiment.

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

• Available: In Professional, Enterprise, Unlimited, and • Einstein Sentiment is only available for English text.
Developer editions. • Pricing: $4,000 for 1 million predictions/month.
• Einstein Sentiment is only available for English text.
• Pricing: $4,000 for 1 million predictions/month.

Help Trailhead Pricing

https://trailhead.salesforce.com/en/content/learn/modules/einstein_intent_basics/einstein_intent_
https://metamind.readme.io/docs/intro-to-einstein-language https://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/pricing/all-add-ons.pdf
basics_prep

June 2020 Copyright © 2020 Ivan Harris 12

 THANK YOU!

Ivan Harris
Website: https://www.ivanharris.me
Email: [email protected]

June 2020 Copyright © 2020 Ivan Harris 13