Here are two Einstein app features, one bundled, the other licensed via an add-on SKU: As with these non-Einstein standard features, a Service Cloud license will bundle some Einstein app features at no additional charge whereas, add-on SKUs will need to be purchased to add the remaining Einstein app features. For context, examples of standard Service Cloud features that aren’t from the Einstein portfolio are Omni-Channel and Chat. App FeaturesĮinstein app features are standard functionality of the Salesforce Service Cloud app, meaning that they have the same out-of-the-box functionality for all customers. Please always contact Salesforce or your preferred consultancy for up to date, accurate pricing. In the interests of simplicity, the cheat sheets do not contain every possible licensing option. Note: Although Salesforce has done a great job of simplifying their pricing and licensing models, with full transparency on their website, there is some “devil in the detail”.
Bundled with the Service Cloud User feature license.Note: Community cloud, which plays a vital role in customer support self-service and also benefits from Einstein, is not covered in this post.īefore covering what Einstein features are available for Service Cloud and how they enhance customer service, it’s useful to understand the categories of features and their pricing models.Įinstein features for Salesforce Service Cloud fall into two categories:Īnd they are made available to Salesforce customers in three ways: At Dreamforce 2016, Salesforce launched Einstein, its portfolio of AI app features and platform services, following a series of acquisitions that included companies such as PredictionIO and MetaMind.
How do contact centres that use Salesforce Service Cloud handle increasing volumes, whilst maintaining or improving customer satisfaction? How can this be done without a proportional increase in costs? AI is a viable option, as it automates the closure of repetitive inquiries and assists service agents in resolving the remaining cases this reduces costs and frees up agents to work on more complex, higher-value activities.
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