Use Salesforce with Improved Capabilities for Enhancing Business Outreach
May 11, 2019

A business is only as good as it reaches out to the customer. It must be responsive to changes in the business needs and must be secure. All types of business processes can be automated using Salesforce. One can improve security by adding powerful APIs. Salesforce is very streamlined and helps organize activity using simple integration steps. It helps one put all leads and customer inputs in one place so one may pull them at any time and use it.

Salesforce CRM Sales Cloud

Use of the Salesforce CRM sales cloud is a platform that supports customer, service, marketing, and sales. You can orient the salesforce retail services for both the Business-to-Business and Business-to-Customer dealings. One may use the Customer Relationship Management (CRM) suite for small, medium, and large organizations. New powerful features have been developed for this service platform that goes by the name of Einstein AI.

Using Einstein Reply Facility

Salesforce Einstein is an artificial intelligence (AI) platform for a variety of functions to help business processes. Einstein Reply Recommendations is now being incorporated with the Service Cloud as the Agent Console part. This is a natural language processor that gives you instant replies to messages through the chat and message service. It does predictions to the order of daily four billion across the entire service platform. You can provide specifically structured replies depending on the region or bracket to which the customer belongs.

Einstein Article Recommendations

Machine learning in AI has brought new capabilities to the software and this is what Einstein Article Recommendations use. For different service scenarios, there are different adaptations such as the recommendation for a knowledge article.

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By pointing to the right place for the knowledge article, customers get more time and indulge in more constructive self-service. They avoid having to search through an entire keyword list to find the things they want. This is what a good Salesforce company will offer you.

Find the Einstein Next Best Action

The agent console has another useful feature called the Einstein Next Best Action.It uses predictive intelligence alongside the business rules and gives suggestions for improving sales. You will be able to indulge in cross-selling and it might even give extended warranty on a product that you want to sell because it has been on the shelf too long.

Uses of Einstein Case Routing

To find the best agent for a case, one uses the Einstein Case Routing capability of the AI software. It will pick out the best, most talented agent for the case, one who has the ability to solve the case rather than simply assigning the next case to the next person. It uses success rates of past cases to pick the person. This kind of optimal case-agent match gives one faster resolution time. You can make changes to the product or the team but Einstein Case Routing will pick the right person even when the admin is not guiding or suggesting anything.

The Specialty of Quip and Service Cloud

Among the various special features, there the Quip feature that is also Einstein-centric. This is like Microsoft 365, Zoho Docs, and Google Docs. When you allow integration of Quip, you can use the documents to communicate with team members and link different departments in the company. Quip helps you to integrate the platform with the case object. So, it is possible to provide different agents for backing up the situation. This is called swarming. Agents will access the documents directly and communicate with the customers.

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