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You're reading from  Architecting AI Solutions on Salesforce

Product typeBook
Published inNov 2021
PublisherPackt
ISBN-139781801076012
Edition1st Edition
Tools
Salesforce EinsteinSalesforce Einstein
Concepts
CRM
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Author (1)
Lars Malmqvist
Lars Malmqvist
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Lars Malmqvist

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.
Read more about Lars Malmqvist

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Introducing Service Cloud Einstein

Service Cloud Einstein is the customer service offering of the Einstein Platform. It consists of four core offerings:

  • Einstein Bots, a complete framework for building and deploying bots across multiple channels while leveraging Salesforce's outstanding NLP capabilities
  • Einstein Article Recommendations, a pre-built machine learning model that makes suggestions for relevant articles based on the text in a case and past case article attachments
  • Einstein Reply Recommendations, another pre-built model that is applied on top of your historical chat transcripts to generate suggested replies based on the context of a chat conversation
  • Einstein Case Classification, a model that is built on top of your case history and generates suggestions

As can be surmised from these features, the primary purpose of Service Cloud Einstein is to make your customer service agents more efficient and accurate. By deploying bots, you can free up...

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Architecting AI Solutions on Salesforce
Published in: Nov 2021Publisher: PacktISBN-13: 9781801076012
© 2021 Packt Publishing Limited All Rights Reserved

Author (1)

author image
Lars Malmqvist

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.
Read more about Lars Malmqvist

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