Transforming Customer Interactions with Service Cloud & Einstein
Hawk-eye editor with a passion for trailblazing Salesforce experiences
It’s been 10 years since Marc Benioff declared at an internal all-hands meeting that Salesforce would become an AI-first company! While the CRM giant has been pumping time and money into AI initiatives for many years now (Einstein itself was released in 2016), it’s only since Dreamforce 2023 that regular Salesforce users have felt the surge of AI-backed products hit the market. Einstein’s AI layer spans multiple products and features with Service Cloud receiving one of the biggest boosts of all. While this product is an old-timer, Einstein has given it a facelift, propelling automation to the next level and taking the technology into the new AI era. So how is Service Cloud plus Einstein for Salesforce transforming customer interactions?
What is Salesforce Service Cloud Einstein?
Initially launched in 2009 (the same year Salesforce’s annual revenue grew by 20%), Service Cloud was introduced to the ecosystem to automate routine service tasks and improve customer experience. Since then, it has become a staple of the community, acting as a single source of truth for businesses, agents, and customers. Einstein has furthered the advancement of Service Cloud via native integration with its AI capabilities. Einstein (previously known as Salesforce AI Cloud and Salesforce Einstein GPT) has given Service Cloud new reach in terms of speeding up case resolution and empowering agents with personalized knowledge of every customer. Some stand-out Service Cloud Einstein features include Omnichannel routing to send cases to the most qualified agent as well as personalized AI-written responses to customer queries. Einstein Service Cloud boosts efficiency and comes with a host of benefits. Let’s dive into these in more detail!
Benefits of Implementing Service Cloud Einstein in Customer Service
The benefits of Salesforce Service Cloud implementation have always been great. These include enhanced customer satisfaction, greater time savings, and decreased manual labor. Einstein for Service Cloud extends these capabilities via the use of generative AI and extremely helpful bots. 
Using Experience Cloud or a no-code alternative like Titan Web, your organization can build a sleek Salesforce Help Portal. From here, you can leverage Service Cloud and Einstein to design a range of self-service actions.
Enhanced Customer Experiences with Salesforce AI Einstein
Salesforce Service Cloud AI can enhance your Service Cloud Customer Portal via the help of Einstein Service replies. This feature can read and analyze all customer queries and chats in real time and respond in a personalized way through a channel of choice. This can be WhatsApp, Text, Email, or anything you like. Agents can share lightning-fast AI replies at the touch of a button to free up time to handle high-priority cases. The result? Enhanced customer satisfaction as well as a decreased caseload for agents.
Smart Case Routing and Classification
With Einstein for Service Cloud, gone are the days of agents having to wade through irrelevant cases and getting so bogged down that they miss questions from your biggest customers. AI is able to automatically classify every case your organization gets and route this to the desired agent. This routing can be based on custom criteria such as skill level, an agent’s relationship with a client, or agent availability. The outcome is that cases are cleared faster than ever before and with greater accuracy. You can even choose to send cases to a bot if required.
Salesforce Einstein Chatbots and Virtual Agents
New AI advancements in Service Cloud mean that you can build chatbots and voice assistants to handle or assist with queries. Chatbots can take on routine cases, freeing up top agents to handle more challenging work. Similarly, Service Cloud Voice (which can be purchased as an add-on to Service Cloud), enables you to embed voice in your service channels and analyze customer chat transcripts in real-time. The result is a complete integration of voice and your Salesforce data for a comprehensive view of every customer as they speak. Agents also get to reply via Voice as and when it makes sense to do so.
Advanced Service Analytics with Salesforce AI Tools
Salesforce AI integration for Service Cloud includes advanced analytics to assist agents in real time. Einstein for Service Cloud can write Knowledge Base articles, find easy answers to common questions, and suggest helpful resources for customers. This function includes personalized article recommendations and razor-sharp answers powered by generative AI. Native integration with Slack means that difficult cases can be worked on together via Slack “swarms” populated with real-time Salesforce data and records. One of the niftiest parts of this is that you get access to pre-made swarm dashboards and analytics, which include analytics on your case.
Integrating Titan to Extend Salesforce AI Capabilities
Service Cloud combined with the power of Einstein is no doubt a winning formula. Unfortunately, this package does come with a significant price tag ($165 per year per user for Enterprise addition as well as another $75 per user per month for Einstein). Combine this with the cost of Experience Cloud for a customer portal and you will need to prepare a substantial budget. In addition, in order to achieve complete flexibility and customization for your AI service journeys, there is a good chance you will have to invest in custom development of one kind or another. The good news is that products like Titan provide no-code digital experiences directly integrated with Salesforce and Einstein for stellar front-end systems. Titan’s code-free Salesforce platform comes in at a fraction of the cost of other tools – $650 per month for Salesforce forms, doc gen, e-sign, contracts, files, surveys, web apps, and workflows. Connecting Titan to your Salesforce can help bring you to market faster (no complex coding or setup) while driving down costs and still achieving full customization for your service functions.
See you soon!
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Frequently Asked Questions
How do I use Einstein AI in Salesforce?
Remember Einstein is not a single product but a layer that connects to all existing Salesforce products. For Service Cloud, you will need to purchase Einstein for Service and then enable it in your Org.
How do I create an Einstein bot for Salesforce?
In order to create an Einstein Bot, you can use the Einstein Bot builder. There are a range of pre-made templates or you can create your own. To achieve full customization you will need to implement development.
How do I enable service GPT in Salesforce?
Set up Einstein Generative AI after purchasing Einstein for Service on top of an Enterprise, Performance, or Unlimited edition package. For full instructions see this 
Salesforce Help article
