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Architecting AI Solutions on Salesforce

You're reading from  Architecting AI Solutions on Salesforce

Product type Book
Published in Nov 2021
Publisher Packt
ISBN-13 9781801076012
Pages 340 pages
Edition 1st Edition
Languages
Concepts
Author (1):
Lars Malmqvist Lars Malmqvist
Profile icon Lars Malmqvist
LinkedIn
Lars Malmqvist is a 32x certified Salesforce CTA and has spent the past 15 years in the Salesforce ecosystem building advanced solutions on the platform. Currently, he works as a partner in the management consultancy, Implement Consulting Group, focusing on supporting large Nordic Salesforce clients in their transformation journeys. He has published two books, Architecting AI Solutions on Salesforce and Salesforce Anti-Patterns, both with Packt publishing.
See other products by Lars Malmqvist

Table of Contents (17) Chapters

Preface 1. Section 1: Salesforce and AI
2. Chapter 1: AI Solutions on the Salesforce Einstein Platform 3. Section 2: Out-of-the-Box AI Features for Salesforce
4. Chapter 2: Salesforce AI for Sales 5. Chapter 3: Salesforce AI for Service 6. Chapter 4: Salesforce AI for Marketing and Commerce 7. Chapter 5: Salesforce AI for Industry Clouds 8. Section 3: Extending and Building AI Features
9. Chapter 6: Declarative Customization Options 10. Chapter 7: Building AI Features with Einstein Platform Services 11. Chapter 8: Integrating Third-Party AI Services 12. Section 4: Making the Right Decision
13. Chapter 9: A Salesforce AI Decision Guide 14. Chapter 10: Conclusion 15. Assessments 16. Other Books You May Enjoy

Chapter 3: Salesforce AI for Service

This chapter will cover the core service-related AI options in Salesforce. We will systematically look at Einstein Bots, Einstein Case Classification, Einstein Article Recommendations, and Einstein Reply Recommendations. As we do, we will cover the main features and configuration options available. For each topic, we will also discuss the pros and cons and what things an architect has to think about when evaluating the feature. We will also extend our Pickled Plastics scenario by building a bot that answers reseller questions.

In this chapter, we're going to cover the following main topics:

  • Introducing Service Cloud Einstein
  • Deploying Einstein Bots
  • Optimizing support with Einstein Article Recommendations
  • Speeding up chat with Einstein Reply Recommendations
  • Alleviating manual data entry with Einstein Case Classification

After completing this chapter, you will know how to architect solutions using Service Cloud...

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Authors (1)

Profile icon Lars Malmqvist
LinkedIn
Lars Malmqvist is a 32x certified Salesforce CTA and has spent the past 15 years in the Salesforce ecosystem building advanced solutions on the platform. Currently, he works as a partner in the management consultancy, Implement Consulting Group, focusing on supporting large Nordic Salesforce clients in their transformation journeys. He has published two books, Architecting AI Solutions on Salesforce and Salesforce Anti-Patterns, both with Packt publishing.
See other products by Lars Malmqvist

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