Summary

In this chapter, we looked at the four parts of the Service Cloud Einstein offering: Einstein Bots, Einstein Article Recommendations, Einstein Reply recommendations, and Einstein Case Classification. We spent the most time and energy on Einstein Bots, learning how to design and configure conversational agents. Introducing bots can transform an enterprise and spending the time to deeply understand how and why will pay dividends in years to come.

We then moved on to Article Recommendations, a handy way to aid your agents in locating knowledge base articles. If you have a big article database on Salesforce and are using it to resolve cases regularly, this is the offering for you. We learned that Reply Recommendations is probably the weakest of the Service Cloud Einstein pack because while it seems highly useful to be able to generate replies based on past conversations, the fact that this does not happen continuously makes the feature likely to be time-limited. Finally, we...