Cheat Sheet: Salesforce Einstein for Customer Service

Cheat Sheet: Salesforce Einstein
for Customer Service
Resolving Customer Inquiries with Automation and Agent Assistance
by Ivan Harris
Founder at Kraytix | Ofﬁcial Member at Forbes Technology Council | C-level product, Salesforce and AI leader |
Author of “Salesforce Einstein Bots Development: Using AI-Powered Chatbots to Enhance Customer Experience” (due end of 2020)
Salesforce®
is a trademark of Salesforce.com, inc. All screenshots are copyright © Salesforce.com, inc.
1April 2020 Copyright © 2020 Ivan Harris

Introduction
● Customer service departments are coming under increasing pressure due to customer growth, new service
channels, additional products/languages/territories to support and unexpected emergencies.
● This slide deck summarises Salesforce Einstein features that can be added to Salesforce Service Cloud.
Repetitive inquiries can be resolved using automation, allowing service agents to focus on more complex
issues. For inquiries that cannot be resolved automatically, Einstein-powered recommendations assist agents
in resolving an inquiry more quickly.
● Please do not make purchasing decisions based on this presentation, content is for guidance only, no warranty
is implied or given as to the accuracy of the information. Please contact Salesforce or your preferred Salesforce
Consultancy for further, up to date information, including pricing.
● Views are my own and I hope that you ﬁnd it useful.

Business
Challenges

● Einstein Prediction Builder
● Einstein Vision
● Einstein Language
● Einstein Reply Recommendations
● Einstein Service Analytics
● Einstein Next Best Action
● Einstein Case Routing
● Einstein Bots (Conversational)
● Einstein Article Recommendation
● Einstein Case Classiﬁcation
● Einstein Bots (Transactional)
Disruption to business operations can arrive
unexpectedly from many sources, including
natural disasters, terrorism, extreme weather
and health pandemics.
Having a robust plan to ensure business
continuity and recovery back to normal
operations is needed for the survival of your
business.
Throughout these circumstances, customer
service departments come under increased
pressure as customers seek assurance that they
can have continued access to the products or
services that you provide.
If this happens to you, can your customer service
department transition to remote, distributed
working with no perceptible impact on customer
satisfaction and service agent experience?
Is your team able to absorb the spike in customer
inquiries, where many will be repetitive inquiries
related to the emergency that you are managing?
Can you rapidly onboard additional personnel to
assist during the emergency, especially when
some will not be experienced service agents who
come from other parts of your business?
Offer customers the choice to self-service and
for those inquiries that need agent attention,
deﬂect to lower-cost text channels rather than
the more expensive voice channel.
Assist agents with templated answers to
repetitive customer inquiries, allowing existing
service agents to resolve inquiries faster and
inexperienced service agents to deliver value
sooner.
Automate the end-to-end resolution of highly
repetitive inquires, such as order status and
password reset, using process automation with
no agent involvement.
Business Challenge: Business Continuity and Disaster Recovery
Problem SolutionChallenges
Short Term Medium Term Longer Term

Einstein
Features

● Service Cloud (included with the Service Cloud User feature license)
○ Einstein Article Recommendations
● Service Cloud Einstein (add-on SKU)
○ Einstein Next Best Action
○ Einstein Case Classiﬁcation
○ Einstein Case Routing
○ Einstein Service Analytics
● myEinstein Platform Services (usage based licensing)
○ Einstein Prediction Builder
○ Einstein Bots
○ Einstein Vision
○ Einstein Language
● Licensing TBD
○ Einstein Reply Recommendations (Pilot)
6April 2020
Einstein Features for Customer Service
Copyright © 2020 Ivan Harris

Help:
Trailhead:
Pricing:
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.
https://help.salesforce.com/articleView?id=einstein_article_recommendations_introduction.htm
None yet
https://www.salesforce.com/editions-pricing/service-cloud/
Available: In Enterprise,
Performance, and Unlimited
editions.
Pricing: Included with Service
Cloud license fee.
Only for Knowledge articles
written in English.
400+ Knowledge articles and
1000+ closed cases required.
Service Cloud: Einstein Article Recommendations
Help service agents respond faster by recommending Knowledge articles that will help them resolve a customer’s inquiry.
Overview Prerequisites

Help:
Trailhead:
Pricing:
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.
Einstein Next Best Action Lightning
component.
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/
Available: In Essentials,
Professional, Enterprise,
Performance, Unlimited, and
Developer editions.
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.
Service Cloud Einstein: Einstein Next Best Action
Build business logic to help guide service agents to make the right recommendation to customers at the right time.

Help:
Trailhead:
Pricing:
Einstein predicts case field values
based on the values set by service
agents in historical closed cases.
Recommends field values for
agents to select or automatically
populates fields based on Einstein
confidence levels.
Case Details Lightning component.
https://help.salesforce.com/articleView?id=cc_service_what_is.htm
https://trailhead.salesforce.com/en/content/learn/modules/service_case_class
editions.
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 and picklist
fields.
Service Cloud Einstein: Einstein Case Classification
Save agents time and improve case data quality by recommending field values. Auto populate fields with high Einstein prediction confidence. Then automatically
route cases using auto-assignment rule.

Help:
Trailhead:
Pricing:
https://help.salesforce.com/articleView?id=omnichannel_einstein_case_routing.htm
None
Automatically routes cases after
Einstein Case Classification has
auto-populated a field.
editions.
Pricing: No additional fees once you
have purchased Einstein Case
Classification, which is Included in
the Service Cloud Einstein SKU at
$50 pupm.
Service Cloud Einstein: 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.

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
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 Analytics Template App
to view dashboards on desktop and
mobile devices.
Performance, Unlimited and
Developer editions.
Pricing: Included in the Service
Cloud Einstein SKU at $50 pupm. If
you have an Analytics platform
license, it includes a Service
Analytics license.
Service Cloud Einstein: Einstein 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.

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/
Predict case field values (see the
prerequisites panel for supported
field types) using historical case
field values.
Add Einstein to Next Best Action to
include predicted customer
interests, behaviours and actions
when making a recommendation.
Performance, Unlimited and
Developer editions.
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).
Supports Checkbox, formula text
fields that return TRUE, FALSE, or
NULL and numeric (beta) fields.
Minimum of 400 records required
for training Einstein with 100
records per field value.
myEinstein Platform Services: 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.

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/
Add Einstein Bots to Chat and
Messaging (SMS, Facebook
Messenger and WhatsApp)
channels.
Build transactional bots (menu
driven) or conversational bots
(using Natural Language
Processing).
Automate business processes,
including integrating with back
ofﬁce systems, using Lightning
Flow.
Gather information using pre-chat
forms and transfer to agents for
resolution.
Developer editions.
Pricing: Included in the Digital
Engagement SKU at $75 pupm
(includes 25 bot conversations
pupm ). Additional bot
conversations $50 for 100
conversations per month.
myEinstein Platform Services: Einstein Bots
Partially or fully automate the resolution of repetitive customer inquiries to allow service agents to focus on more complex ones.

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
Use pre-built models to recognise
and classify images or build your
own.
Use pre-built models or create your
own to identify object count, size
and location in an image.
Available: In Professional,
Enterprise, Unlimited, and
Developer editions.
Pricing: $4,000 for 1 million
predictions/month.
myEinstein Platform Services: Einstein Vision
Use deep learning models for image recognition to be used for product identiﬁcation and search.

Help:
Trailhead:
Pricing:
https://metamind.readme.io/docs/intro-to-einstein-language
https://trailhead.salesforce.com/en/content/learn/modules/einstein_intent_basics/einstein_intent_basics_prep
https://c1.sfdcstatic.com/content/dam/web/en_us/www/documents/pricing/all-add-ons.pdf
Use customizable intent analysis
models to understand the meaning
of a customers question.
Pre-trained sentiment models allow
you to classify a customers
question into positive, neutral or
negative sentiment.
Available: In Professional,
Enterprise, Unlimited, and
Developer editions.
Pricing: $4,000 for 1 million
predictions/month.
myEinstein Platform Services: Einstein Language
Develop custom applications that include natural language processing for intent and sentiment analysis.

Help:
Trailhead:
Pricing:
Einstein recommends replies to
customer inquiries on the Chat
channel. Agents can post the reply
as is or edit it.
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.
None yet
None yet
TBC when GA
Developer editions.
Pricing: TBC when GA.
Available in English with limited
support for other languages.
10,000+ closed English chat
transcripts required.
Licensing TBC: Einstein Reply Recommendations (Pilot)
Improve chat inquiry response times and increase the number of concurrent chat conversations that a service agent can conduct by recommending responses to
chat channel inquiries.

Thank You!
Ivan Harris
Email: ivan.harris@kraytix.com
Website: https://www.kraytix.com
LinkedIn: http://uk.linkedin.com/in/ivanharris
Twitter: https://twitter.com/IvanDavidHarris
Trailblazer: https://trailblazer.me/id/ivanharris
Forbes: https://bit.ly/2x8lLbk

Cheat Sheet: Salesforce Einstein for Customer Service

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