4 New Salesforce Einstein Features – What it means for Service Cloud users

Salesforce Einstein Features

Salesforce Einstein Key Features – Salesforce’s recent announcement of Einstein Artificial Intelligence capabilities have quickly made headlines and for all the right reasons. With the role of customer service agents constantly evolving with changing customer expectations, the newly introduced Salesforce Einstein features aim to create superior customer experiences by focusing on intelligence, critical thinking and problem-solving. With Einstein AI-powered recommendations, automated routing, embedded productivity, and collaboration features, Salesforce takes customer service a notch above by meeting the next-gen customer service needs.

Artificial Intelligence redefines how Service Agents transform Customer Experiences (CX)

With Salesforce Service Cloud Einstein features that include next-gen AI capabilities, customer service agents are quickly shifting their focus from a product-centric approach to a customer-centric approach. The new Salesforce Einstein features are helping agents effectively answer queries while automating various monotonous processes. According to the Salesforce State of Service report, 2019, a whopping 82% of service leaders believe that their customer service function needs to transform in order to stay relevant and competitive, and 77% of service organizations plan to invest significantly in customer service agent training. This will radically impact a service agent’s role, as 71% of customer service agents believe that their jobs are more strategic than it was two years ago and 75% of them agree that their organizations are now considering them as brand ambassadors as they are on the front lines of all customer interactions.

New Salesforce Einstein Features – AI Additions

Over the years, Salesforce kept on adding new Salesforce Einstein capabilities into their Service Cloud. Einstein Bots and Einstein Case Classifications were the last additions. Recently Salesforce has added four new capabilities –

1. Faster and smarter Customer resolutions via intuitive Case Routing

This is one of the newest Salesforce Einstein features that automate case routing by directing cases to the best-suited queue or agent based on factors such as agent skill-set and past resolution success rates for precise case assignment – including factors not visible to the ‘naked eye’.

Users can benefit from optimal agent-case match, leading to faster resolution time, where the entire process of case routing could be optimized despite the diversifying product portfolio, team changes or increasing customer expectations – all without manual intervention.

 2. Give the most Appropriate Responses with Einstein Reply Recommendations

Einstein uses Machine Learning (ML) and Natural Language Processing (NLP) capabilities to constantly learn from every interaction that your service teams have – may it be the responses they gave to specific queries or the action they took to resolve the case faster.

Crunching all of these interactions, the latest Salesforce Einstein features will instantly suggest the best responses to service agents over chat and messaging. Salesforce Einstein can also be very specific, personalizing suggestions based on the conversation and customer text.

3. Find Right information with Einstein Article Recommendations

Einstein insights are not just limited to giving appropriate responses. Einstein learnings can be applied to other service scenarios as well, say knowledge article recommendations, for instance. You may have witnessed this on Salesforce’s customer support hub, where ‘Blaze’ appears with a number of suitable knowledge articles. By identifying the right knowledge article, customers can seamlessly self-service by locating the information they want faster, without rummaging through the entire knowledge base or searching for multiple keywords.

4. Take Better Actions with Salesforce Einstein Next Best Action

Einstein will leverage Predictive Intelligence for next action a customer service agent should take while interacting with a customer. This is one of the key Salesforce Einstein features that recommend the Next best action to the agent ‘in the moment’ to deliver maximum impact when the case reaches critical checkpoints. For instance, suggesting a relevant cross-sell opportunity like an extended warranty at the point of case resolution.

Don’t want to do this Yourself?

Enter DemandBlue, a pioneer in delivering Salesforce services On Demand, a Pay-as-you-use service engagement model that delivers unique benefits when compared to other Salesforce engagement models. Our On Demand Salesforce service model is designed to deliver

  • Speed – Go live in days and weeks, not months and years
  • Value – On Demand Services for Salesforce that offers absolute flexibility and scalability – our core USP that makes us a hot favorite among our clients!
  • Success – Ranked among Top Salesforce companies – DesignRush

-70 + Happy Clients

3X Faster implementation

9.56 / 10 Customer Satisfaction Rating on AppExchange

For a free and personalized consultation on Salesforce services for your organization, Talk to our team now!

Recent Post

Salesforce Blockchain

Demystifying Salesforce Blockchain

Salesforce is always a company that is looking ahead to the next big in technology, whether it is mobile, social, IoT or Artificial Intelligence. The world’s leading CRM Company recently

Salesforce Marketing Cloud Benefits

3 Key Marketing Challenges and how you can overcome them with Salesforce Marketing Cloud Benefits

Salesforce Marketing Cloud Benefits - In the digital age, customers are invariably inundated with marketing messages everywhere. Digital Marketing experts estimate that most Americans are exposed to about 4,000 to

Salesforce DX Benefits

Build Collaboratively, Deliver Continuously and Innovate Faster with Salesforce DX Benefits

Salesforce DX Benefits - Salesforce Developer Experience (DX) is a brand new way to develop and manage apps on the Lightning Platform across the entire life cycle. It combines the

Salesforce Distributed Marketing

Salesforce Distributed Marketing – Enabling the last mile connect!

Salesforce Distributed Marketing - When you utter the name of a brand and people are able to instantly recognize, it’s not just because they know the specific name or they

Salesforce Summer '19 Release features

Top 10 Features in Salesforce Summer ’19 Release

Salesforce releases over a whopping 150 new features three times a year during its seasonal releases: Spring, Summer, and Winter. And one of the most awaited Salesforce Summer ’19 Release

Salesforce Development Partner

Top Considerations in Choosing the Right Salesforce Development Partner

Salesforce is the world’s leading and one of the most powerful CRM platforms that can redefine your digital journey, foster stronger brand loyalty and engagement, enhance Customer Experiences (CX) and

Salesforce for Nonprofits

Salesforce for Nonprofits – What Salesforce’s acquisition of Salesforce.org means for Customers

Salesforce for Nonprofits - Salesforce.com Inc. has made a rather unusual acquisition - buying its own independent philanthropic org Salesforce.org in a $300 million deal. (more…)

Salesforce Sales clolud Features

This Week’s Top Stories: Salesforce Updates Sales Cloud Features

Salesforce has recently announced a slew of new Sales Cloud features that aim to simplify administrative tasks for sales reps. According to a Salesforce report, Sales reps spend about 9

Salesforce commerce cloud features

Sneak Peek: Salesforce Commerce Cloud Latest Features and Updates

With rising customer expectations in a tech-savvy marketplace, it has become critical for retailers to deliver top-shelf shopping experiences to stay relevant and competitive in the e-commerce landscape. One way

Salesforce DX Setup

Salesforce DX Setup – Everything You need to Know

Salesforce DX Setup - Since inception, one of Salesforce’s core philosophies and the Big Idea has been to make building easy. Software should not be complex to install, set up,

Leave a Reply

Your email address will not be published. Required fields are marked *