Salesforce Einstein for Service Cloud

WHAT EINSTEIN FOR SERVICE CLOUD DOES

SOLUTION OVERVIEW

Case Wrap-Up

Service Analytics

Article Recommendations

Reply Recommendations

Einstein Bots

Einstein Conversation Insights

The AI model learns which Knowledge articles helped agents solve cases in the past so it can recommend articles to help resolve new cases.

The feature predicts final field values based on your closed cases and chat transcripts. Agents can see the auto-populated data in the “Case Wrap-up” component within the Service Console.

Service managers can view historical and trending KPI data to visualize their contact center performance. Service agents can view case and customer data to help them make faster and more informed decisions when resolving inquiries.

Einstein Bots train themselves to provide answers to your customers’ most common questions and can live on various channels. Each Salesforce AI-based bot is customized by each business to fit their needs and is powered by predefined business rules through a conversational user interface.

Einstein Reply Recommendations trains a predictive model using past Chat transcripts to identify common responses to customer inquiries in the Chat service channel. Once you have built the model, you can select, edit, and publish the replies that you want to make available to service agents.

Service Cloud offers a unified AI platform to scale support across all touchpoints, increase savings, and boost service team productivity.This encompasses everything from customer service AI built into experiences for service teams and customers, to safely connecting any data to build AI-powered apps with low code.

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Salesforce Einstein

for Service Cloud

Elevate your Salesforce experience with Einstein for Service Cloud. Use more than 60+ AI-driven features to boost data classification, case processing, customer interactions, conversation insights, service analytics, knowledge base and so much more!

SEE HOW IT WORKS

CHALLENGES

AMOUNT OF DATA

LACK OF EFFICIENCY

Users of Salesforce have to work with a great load of information, namely data about customers’ business, clients’ representatives, meetings, KPIs, deals past and in progress, etc. Utilizing Einstein Service Cloud will optimize working with data of all types.

Manual sorting through thousands of bits of data, filling in the forms and tables, searching for correlating information, etc., is time-consuming and ineffective. With Einstein AI, you can save your team’s time and take actions faster, multiplying your results.

KNOWLEDGE GAPS

CUSTOMER EXPERIENCE

Salesforce technology world is constantly evolving, with new features being available all the time. New people are joining the system, needing assistance with being up-to-date with changes as well as well-known features. Einstein will help with providing needed information through article recommendations and system analytics.

Within customer support one of the key consideration is the end customer experience and its consistency. By limiting the manual interactions between customer and an agent you are increasing the customer satisfaction, enhancing trust and loyalty within your customers, build stronger relationships, and drive operational efficiency, ultimately leading to better business outcomes.