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...
