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

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