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Trailhead

Make Service Cloud Smarter

Salesforce via Trailhead

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Overview

Enhance your customer service with Einstein Bots and other artificial intelligence (AI) features.
  • Create rollout strategies to solve cases quickly with AI.
  • Solve cases smartly with Einstein Reply Recommendations.
  • Learn how to make customer service smarter and easier with chatbots.
  • Learn to build an Einstein Bot that can help customers with simple questions.
  • Improve case data with predictive intelligence and save your support agents time.
  • Recommend offers and actions at the point of maximum impact.
  • Recommend articles to service agents in real time with Einstein Article Recommendations.

Syllabus

  • Einstein for Service Rollout Strategies
    • Use Artificial Intelligence to Improve Service
    • Create a Rollout Strategy
    • Get Ready for Einstein
  • Einstein Reply Recommendations for Service
    • Get to Know Einstein Reply Recommendations
    • Build and Activate Your Reply Recommendations Model
    • See How Reply Recommendations Work
  • Einstein Bots Basics
    • Learn About Einstein Bots
    • Plan Your Bot Content
    • Learn the Prerequisites and Enable Einstein Bots
  • Build an Einstein Bot
    • Prep for Einstein Bots
    • Set Up an Einstein Bot
    • Add Prebuilt Dialogs and Customize the Options Menu
    • Create a Dialog, Submenu, and Dialog Group
    • Write Bot Conversations Using Variables and Entities
  • Einstein Classification Apps for Service
    • Learn About Einstein Classification Apps
    • Prepare Your Data for Classification Apps
    • Turn on Einstein Classification Apps
  • Einstein Next Best Action
    • Get Started with Einstein Next Best Action
    • Understand How Einstein Next Best Action Works
  • Einstein Article Recommendations for Service
    • Get to Know Einstein Article Recommendations
    • Start Using Article Recommendations
    • Improve Einstein's Recommendations

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