AI / Einstein

What does Salesforce Service Cloud Einstein Contain?

#1MinuteTip Salesforce’s Artificial Intelligence (AI) offering (a.k.a. Einstein) has always been a bit confusing for me as it cuts across different product lines. Like Sales Cloud, Service Cloud, Experience Cloud, Commerce Cloud, Marketing Cloud etc. This 1 Minute Post is just to list all the different Einstein capabilities in Salesforce Service Cloud and whether they are free or require any add-on license.

  1. Einstein Article Recommendations (Free)
  2. Einstein Bots (Freenium)
  3. Einstein Case Classification (Freenium)
  4. Einstein Next Best Action (Freenium)
  5. Einstein Case Routing (Requires Service Cloud Einstein Add-On License)
  6. Einstein Reply Recommendations (Requires Service Cloud Einstein Add-On License)

(Freemium, is a combination of word “free” and “premium”, which simply means that some basic features or limited capabilities are available for free and anything more than that will require an additional license)

References & Useful URLs

Make Users More Productive with Einstein Search

#1MinuteTip If you haven’t yet enabled Einstein Search in your Org, you need to take a look at it. Einstein Search brings the power of AI in searching and is currently available with Professional, Enterprise, Performance, and Unlimited editions at no additional cost.

Einstein Search has three features

  • Personal: The search results are tailored to user doing the search.
  • Natural: Search using natural language like ‘My Open Opportunities’ and not like ‘Opportunity.Stage <> ‘Closed’
  • Actionable: Take action right from the search results.

So why not look at the following video on YouTube (2:02 mts) and decide if this is something you would like to empower your users with

References & Useful URLs

  1. Trailhead Module (40 mts) – Increased Productivity with Einstein Search
  2. YouTube (4:50 mts) – How to Enable Einstein Search
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