Salesforce Einstein: AI features,
case studies & adoption guidelines

Salesforce Einstein: AI features, case studies & adoption guidelines

February 13, 2024

Top Einstein features across Salesforce products

As an AI platform embedded into the Salesforce Customer 360 product portfolio, Einstein powers every aspect of customer relationship management.

Einstein for Sales Cloud

Einstein helps sales teams to be more productive and exceed their quotas by providing custom behavior and demand predictions and automating repetitive tasks.

Einstein Opportunity & Lead Scoring

This feature predicts the likelihood of closing an opportunity and assigns scores to leads based on your conversion history so that sales reps can prioritize their leads.

Einstein Account & Opportunity Insights

This tool uses historical CRM data to look for structural changes within your accounts and opportunities, such as possible mergers, expansions, or managing board changes.

Einstein GPT for Sales

Einstein’s generative AI, which combines proprietary AI models with OpenAI’s ChatGPT, automatically creates sales tasks, such as scheduling meetings, or personalized emails for contacts and leads.

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Examples of Salesforce Einstein’s implementation

Gucci’s customer service

Aiming to deliver a “hyper-personalized” customer experience, Gucci implemented Salesforce Einstein across its global client support network. The company uses Einstein for Service to generate short conversation replies in line with their brand’s voice but customized according to each client's personal data. Client advisors can edit these AI-generated answers to further personalize each interaction based on context.

client advisors using AI-generated replies

Salesforce Einstein’s adoption benefits

User-readiness

Since Einstein is built into the Salesforce platform, you can seamlessly integrate it into your Salesforce-based business processes without using external tools.

Productivity & efficiency

Salesforce Einstein automates data capture from documents and other clerical tasks, helping reduce man-hours for multiple processes and mitigate operational costs.

Data-driven decision-making

Einstein’s ML-powered analytics features derive business insights from your data assets, shedding light on customer-related trends and enabling more informed decisions.

Low entry threshold

Your staff doesn’t need prior AI-specific training to use Einstein, as this platform does the heavy lifting of data processing and AI modeling via its native capabilities.

Customization possibilities

Einstein’s functionalities are easy to customize with specific tools, including Copilot Studio to build bespoke AI assistants or embed your own AI model.

Our Salesforce services

As a certified Salesforce Partner, Itransition helps you adopt Salesforce’s suite of services and make the most of Einstein’s advanced AI capabilities.

  • Einstein readiness assessment
  • Salesforce edition and feature selection
  • Einstein implementation roadmapping and budgeting
  • Consultancy on Einstein features’ configuration and customization
  • Advisory on integrating Einstein with existing Salesforce systems
  • User training and support focusing on Einstein capabilities
  • Einstein usage monitoring via adoption metrics

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Tools & guidelines for Einstein implementation

Salesforce Einstein implementation comes with the typical challenges of adopting an AI-powered solution that Salesforce customers can address with specific tools.

Use case & feature selection

Einstein is not a single, one-size-fits-all product, but an AI technology powering features spread across several products, add-ons, or even versions. Salesforce Lightning, for instance, includes Einstein functionality that Classic lacks.

Some Salesforce plans already include certain AI features, while others require you to purchase them as separate add-ons, which makes Einstein's pricing rather complex. Selecting a comprehensive set of Einstein features to address essential use cases for your business without incurring unnecessary licensing costs requires a reasonable trade-off.

  1. Salesforce suggests turning to Einstein’s Guide to AI Use Cases, an interactive website with more than 50 use case examples. This tool provides a step-by-step questionnaire to help companies pick relevant AI use cases.
  2. Organizations can use the Einstein Readiness Assessor to receive personalized reports highlighting features they’ll be able to fully leverage and the ROI they can expect. If you plan to adopt Einstein for Sales Cloud, for instance, the system will consider your monthly number of open leads, annual revenues, and other key metrics.
Use case & feature selection

Image title: The questionnaire for Einstein’s Guide to AI Use Cases
Image source: salesforce.com — Einstein’s Guide to AI Use Cases Can Help Bring Artificial Intelligence To Your Business

Adopting Salesforce Einstein seamlessly

The role of AI in CRM software is growing more central, and a market leader like Salesforce wasn’t caught unprepared. Nowadays, this popular CRM platform competes with other AI-based solutions by offering ever-broader functionality that augments customer operations.

This rich offering of AI-powered features distributed across multiple services makes Einstein an effective yet intimidating ensemble of tools to implement. However, Salesforce’s solutions for use case identification and data management, combined with expert advisory from a partner like Itransition, can make your adoption journey easier.