Chapter 5: Salesforce AI for Industry Clouds

This chapter will cover how Einstein has been brought into Salesforce's various industry clouds, including the Health, Financial Services, Manufacturing, Consumer Goods, and Nonprofit Clouds. As most of these features have been created using other elements rather than being unique, this is more of a showcase for how Einstein features can be used than a discussion of new technical material.

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

• Introducing Einstein for Industry Clouds
• Using Health Cloud Einstein
• Implementing Financial Services Cloud Einstein
• Working with Manufacturing Cloud Einstein
• Optimizing with Consumer Goods Cloud Einstein
• Analyzing with Non-profit Cloud Einstein

After completing this chapter, you will have gained an understanding of how to use Salesforce AI solutions within industry-specific solutions.

Technical requirements

There are no technical requirements for this chapter as, unfortunately, the features under discussion are not generally available for trial use. If you have access to the industry clouds discussed, you can follow the descriptions provided.

Introducing Einstein for Industry Clouds

For Salesforce, industry, clouds are a strategic priority at the moment. Both through the work they have been doing on their industry-specific cloud offerings and through their recent acquisition of Vlocity, they have made it clear that they see the fastest time to value for their enterprise customers by adopting industry clouds on top of the core clouds that are already in use.

As part of this development, each industry cloud has also been getting upgrades related to the Einstein Platform. It now makes sense to talk about a Health Cloud Einstein and a Financial Services Cloud Einstein much in the same way as we previously talked about Sales Cloud Einstein.

These features are often much more specific and, to some extent, more complex and difficult to use than many we have looked at so far. This is not surprising as the problems being addressed are much more specific, and the number of customers for each feature is smaller.

That being...

Using Health Cloud Einstein

Health Cloud is Salesforce's offering for healthcare and life sciences customers. It contains a complex data model and associated functionality that caters to the needs of providers of healthcare services such as hospitals and health insurance companies, and pharmaceutical companies and medical device manufacturers. From an Einstein perspective, it focuses on analytical applications that give greater insight into common issues faced by these types of organizations. We will see how in the following sections.

Analytics for Healthcare

Analytics for Healthcare is a predefined set of dashboards and Einstein Discovery Stories built on top of Tableau CRM that enable customers to drill into several relevant dimensions for different types of Health and Life Sciences organizations. There are separate dashboards for analyzing care performance, patient referrals, utilization, patient segmentation, social determinants, visit and team insights, and emergency...

Implementing Financial Services Cloud Einstein

Financial Services Cloud is Salesforce's offering for the wider financial services market, including retail and consumer banking, insurance, and wealth management. Given the great disparity between the operating procedures of these fields, it is a wide and comprehensive industry offering. This applies to the Einstein offering as well. While there are some common features across the industry segments, there are also specific templates for each segment in its own right. We will go through the main analytical offerings in the next section and then look at the other non-analytical features included in Financial Services Cloud Einstein.

Tableau CRM for Financial Services

Tableau CRM, which contains a range of pre-built dashboards, and Einstein Discovery Stories are the mainstays of the Financial Services Einstein suite. As we saw with Health Cloud Einstein, enabling and configuring these features is anything but trivial. In general...

Working with Manufacturing Cloud Einstein

Manufacturing Cloud is Salesforce's industry solution for manufacturing companies. It builds on top of its Sales and Service core clouds and extends them with capabilities such as account-based forecasting and sales agreement management, which provide specific capabilities for the industry. Compared to the other industry clouds we have seen so far in this chapter, the Einstein capabilities of Manufacturing Cloud are fairly limited, encompassing an analytical app with a set of preconfigured dashboards and Einstein Discovery Stories. We will explore these in the next section.

Tableau CRM for Manufacturing

The Tableau CRM for Manufacturing template is installed in a similar way to what we've seen so far. You need to enable Tableau CRM in your org and assign the right permissions and permission set licenses, field-level security, and data synchronization.

There are, however, several app-specific choices that are unique to manufacturing...

Optimizing retail compliance with Consumer Goods Cloud Einstein

Consumer Goods Cloud serves companies that provide consumers with their products. It leverages AI to optimize the visits made by field reps so that they can spend less time doing routine inspections and have a greater impact when they make their store visits. The Einstein offering is central to the proposition in Consumer Goods Cloud. We will see how in the following sections.

Analytics for Consumer Goods

As with all the other offerings we have been discussing in this chapter, Consumer Goods Einstein has, at its center, an analytics app with some additional Einstein Discovery Stories for added predictive capacity. The setup for the Analytics for Consumer Goods app follows the same pattern we have seen already, so we will skip it for now.

Once you have installed the analytics app, you will have access to both the overview and embedded dashboards, in line with what we have seen already. But Analytics for Consumer...

Analyzing with Non-profit Cloud Einstein

Salesforce provides strong cloud offerings for both non-profit and education organizations. However, from an Einstein Platform perspective, there is currently not much to dig into. For the Education cloud, no unique features are provided at all, whereas the Non-profit Cloud includes two analytical templates both focused on fundraising, but with little to no AI or machine learning capabilities included. We will consider these next.

Fundraising Analytics and Performance Analytics

Fundraising is one of the central activities of non-profit organizations. Most non-profits that adopt Salesforce do so at least partially to better manage the fundraising process. Therefore, it is not surprising that an analytics offering in this space would make a good complement to the offerings in the industry cloud. It is somewhat more surprising to find that there are two such templates.

The reason for this is similar to what we saw for several offerings...

Summary

In this chapter, we looked at a variety of industries and found that there's a high degree of variability in what Einstein features are provided by the industry clouds, as well as how broadly they might be applicable. Common to many of the industry clouds is a focus on analytics rather than machine learning models. This shouldn't surprise us as the journey toward deploying AI is significantly behind the one toward deploying advanced analytics in most industries.

However, we also found several predictive models, either standalone or using Einstein Discovery Stories, that gave an added predictive capability on top of the analytical apps. We also saw some full-fledged and unique models, such as the Intelligent Document Automation in Financial Services Cloud, which ups the game for what is possible within industry clouds.

It is always difficult to make predictions, especially without a model to help, but it seems likely that industry clouds will be a major growth...

Questions

1. What feature set is found in all industry clouds?
2. What standard Tableau CRM feature is leveraged in several industry clouds to provide predictions?
3. What feature would you use to automatically process financial documents for use in a workflow?