There are out-of-the-box apps for each Salesforce Cloud (Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, and Community Cloud). Once on, Einstein runs through thousands of models using the data in your CRM to provide things like Lead Scoring. I’ll talk about the out of the box apps in more detail, but know that these are pre-built solutions that an Admin turns on in the Org. When you start talking about Einstein products, there are three main buckets: These layers are a bit confusing in and of themselves, but I think that this image does a better job of communicating the main product buckets better than the platform image. Einstein ProductsĪs you move up the Einstein Platform hierarchy, you start to see Einstein products referenced, like myEinstein and Einstein Apps. The data Einstein is using is stored in CRM data Email, calendar and social data and IOT and related external data – proving the point that Einstein isn’t a “global AI” tool. If you start at the bottom of this image, you’ll see how the positioning of AI for CRM makes sense. If we were to drill into the Einstein AI Platform Services level of the Salesforce platform, it would look something like this next image. So, this is why I say that it’s a platform. You can see that Einstein is already a part of the Salesforce platform for all clients which means that it’s just a matter of purchasing the right toolset. You’ve probably seen this image of the Salesforce Platform before (which I think they have rebranded the “Lightning Platform” or something seemingly catchy like that). Actually, it’s something like 32 products (which is part of the overall confusion about Einstein, but we’ll get into that later)! Einstein Platform (AI Platform Services) To answer the question, yes! Einstein is both a Platform and Product.
But, once the vision has been sold, a whole new set of questions open up! Like, is Einstein a Platform, or a Product and how is it purchased? Einstein as a Platform vs. IT is looking for ways to increase intelligence around help desk and other areas of their applications.Most retail companies can’t deliver on Commerce AI, so there is a significant opportunity here.Marketing – engaging the customer – group segments using Einstein based on who is likely to unsubscribe, click through, etc.Customer service reps are looking for help around case deflection, knowledge articles surfaced, and other intelligent recommendations.Sales reps need help to focus on the right deals and prioritize their day.So when you combine the usefulness of the smart assistant with the data in CRM, Einstein can begin helping with some use cases including: Instead, Einstein is meant to work within the context of your CRM and data and related data sources (like an integrated ERP or central data layer) to provide relevant insights and functionality to the users of CRM. For example, Einstein is not going to compete with the likes of IBM’s Watson. Einstein is not meant to be and is not being positioned, as a “global” AI tool. Salesforce is positioning Einstein as Artificial Intelligence for CRM. All elements of Einstein need some level of training so that the models can produce accurate results so there can be a significant level of effort to get Einstein up and running (again, depending on the product). Some of the out-of-the-box solutions we’ll cover late are, but even these solutions require that the AI models are trained using data. Think, Microsoft’s Clippy, but far more useful!Įinstein products are also not all “plug and play” products. Its goal is to surface information to a user that will help them make better decisions or take specific actions at the appropriate time based on data. Since the summit helped me so much, I wanted to share some of the insights shared and my “ah-ha” moments to demystify Salesforce Einstein for you too hopefully! What Einstein Is (and Isn’t)įirst and foremost, Einstein is not a tool to replace employees! There tends to be a fear across organizations that implementing AI will be at the cost of jobs. While I won’t profess to be a Salesforce Einstein expert, I have a good sense of what all is in the platform, and how it works (big picture style). I recently had the opportunity to attend a one-day Einstein Summit for Salesforce Partners in San Francisco which helped to demystify Einstein for me. Salesforce Einstein seems like a black box that is difficult to open. They are also concerned that they will need to know the ins and outs of Artificial Intelligence to leverage its capabilities for their organizations. But with the advent of Salesforce Einstein, Salesforce professionals are confused on what exactly Einstein is. Artificial Intelligence is becoming more commonplace in our everyday lives, and we’re all comfortable with AI as consumers because there is very little for us to do or setup.
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