Use Einstein Bots to Support Your Customers

Salesforce gives you intelligence with the help of Einstein Bots to support your customers effectively and efficiently. Build and manage Einstein Bots to ease the load on your service agents. Bots can handle routine requests and free your agents to handle more complex issues. Bots can also gather pre-chat information to save your agents time.

What is Bots?

  • Bots are your allies in the race to resolve support cases fast. They can even prevent them from being opened in the first place!
  • Bots reduce chat duration by helping customers self-direct immediately, and resolving common issues without waiting to “get in the queue.”
  • Bots save your agents time (and thus, your company money), allowing agents to devote more time to complex problem-solving and consequential customer interactions.
  • Most importantly, bots can be trained to understand human language—and respond intelligently—through Natural-Language Processing (NLP).

You can use Einstein Bot Wizard to create an Einstein Bot

To get more details on Einstein Bots and its setup, Please visit Salesforce help article here

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Bring Intelligence To Sales With Einstein Lead Scoring

Use artificial intelligence to score your leads by how well they fit your company’s successful conversion patterns. Give your sales team access to scores that help them prioritize leads. Turn on Einstein Lead Scoring, and then decide which conversion milestone to use and if you want Einstein to omit any leads or ignore any fields.

Einstein analyzes your past leads, including any custom fields, to determine which current leads have the most in common with leads that have previously converted. By default, Einstein scores your leads using all lead fields. If your admin is certain a field doesn’t affect lead quality, they can tell Einstein to ignore the field.

Based on its data analysis, Einstein creates a predictive model for your organization. Einstein reanalyzes your lead data every 10 days and refreshes your scores. So if new trends emerge, Einstein won’t miss them.

The lead score appears in the Einstein Score component on lead detail pages. The component also shows sales reps which of the lead’s fields had the greatest influence on its score (1). Depending on the lead, fields with positive or negative influences can appear. Fields that aren’t listed in the Einstein Score component still influence the score, but less than the fields listed.

When you or your users add the Einstein Score field to list views, hovering over a score (1) displays the top factors (2) behind the score. When sales reps focus on leads with higher scores, they’re likely to convert more of them to opportunities. The lock (3) indicates that the score is read-only.

The Lead Insights hover on a lead list view.

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Support Your Customers With Web-To-Case

Gather customer support requests directly from your company’s website and automatically generate new cases with Web-to-Case. This can help your organization respond to customers faster, improving your support team’s productivity.

  • Web To Case is a means by which you can post a simple, unauthenticated web page that allows your customers to submit cases directly to your Salesforce.com instance. This means that you can post a public case submission page on your own website with your own branding and styling.
  • Web To Case works by generating a snippet of HTML for you. This HTML is an HTML form that you can put on any page. When your customer presses Submit, the information on this form is posted directly to a Salesforce.com server, which handles the information, converts it to a case, and redirects the customer’s browser back to a page of your choosing.

How to setup?

Setting up Web-to-Case involves enabling the feature, choosing settings, and adding the Web-to-Case form to your website.For more information on setup please check the Salesforce Help Article here

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Configure Search Results in Lightning Experience

Select which fields users can see, filter on, and sort by on the search results page. You can also choose which field is shown as the secondary field in instant results. Finally, you can create profile-specific layouts for unique profiles in your org. The search layout that you configure applies to global and lookup searches.

The search results layout for an object determines:

  • Which field appears as the secondary field in instant results
  • Which fields are shown in a record’s instant results preview
  • Which field is shown in a recommended result
  • Which fields are shown as columns on the search results page
  • Which fields can be filtered on the search results page

To customize search results layouts and create profile-specific layouts in Lightning Experience, use Search Layouts (1).

For each unique profile in your org, you can create search results layouts for individual objects. Only objects with customizable layouts support profile-specific layouts. Users who don’t have a profile-specific layout assigned to them see the default search results layout. In Lightning Experience, you also can access layouts for Salesforce Classic.

To customize layouts for Salesforce Classic, use Search Layouts for Salesforce Classic (2). These layouts are only for Salesforce Classic and include the Lookup Dialogs, Lookup Phone Dialogs, and Search Filter Fields layouts.

Note: Users can’t customize the search results layout, so consider asking them which fields they need.

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Auto Add Fields to Custom Report Types

It’s time-consuming to add new custom fields to your reports, especially when you have many custom report types. Now with Auto Add, custom fields that you add to a Salesforce object are added automatically to all the custom report types based on that object. When you create a report from the custom report type, all the custom fields are right there for you to add to your report.

Steps To Enable the Feature

From Setup, in the Quick Find box, enter Reports and Dashboards Settings, and then select Reports and Dashboards Settings. Select Auto add new custom fields to custom report type layouts and then click Save.

You can now add new custom fields to a report built from an existing custom report type from the Fields pane in the report builder. All custom fields for the Salesforce object are automatically included in the Fields list, and you can drag any of them to the Columns list.

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