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Explore Einstein Search Features

Learning Objectives

After completing this module, you’ll be able to:

  • Use personalized searches to get tailor-made results.
  • Use everyday language to perform searches.
  • Go directly from searching to taking action.

Let’s Get Personal

Ben and Kara work at a company that has a lot of clients with Acme in their names. (Acme Technologies, Acme Health, Acme Partners… whatever an acme is, it’s very popular.) 

In the past, every user in the same org got the same search results. So when Ben and Kara searched for Acme, they would see the exact same search results. 

Einstein Search results for a California-based agent

But now, with Einstein Search personalization, when Ben searches for Acme, he sees results with Acme companies in California at the top. That’s because Ben is based in California and does most of his work there.

Einstein Search is also smart enough to feature Ben’s own Opportunities in its results. Einstein discovers implicit preferences, and personalizes on attributes like geography, ownership, industry, and activity to create dynamic profiles of preferred attributes per user.

But Einstein Search also shows Ben’s Opportunities owned by other people. That’s fine—Ben didn’t expressly indicate that he wanted to see only his own Opportunities. This illustrates an important point: Einstein Search doesn’t delete other search results. It promotes the ones that it thinks are of most interest to Ben, but if Ben really wants to see all open opportunities, they’re there.

Einstein Search results for a Connecticut-based agent

When Kara searches for Acme, she sees a different set of results. Companies in Connecticut, not California, appear near the top, because that’s where Kara is based and where she does most of her work. Ben and Kara’s searches give different results, because Einstein personalizes them.

Personalization also works on mobile. If Kara searches for Acme on her mobile device, she gets the same results as on her desktop.

You don’t need to do anything special to get Einstein Search to work for you. You can just do the same keyword searches you’re used to doing, and Einstein Search personalizes the results. Think of Einstein Search personalization as letting the cream of search results rise to the top.

Note

Note

Personalization is currently available on Accounts, Cases, Contacts, Leads, and Opportunities. 

You usually communicate in natural language. It’s your intuitive and usual way to talk to colleagues, friends, and family. But communicating with computer systems is hard. You have to adapt to their language. You can’t just go into a search box and say, “my closed opportunities in San Francisco,” because search systems don’t deal with the meaning of words; they just treat them as symbols.

But Einstein Search works in a more natural way. It understands normal, natural language.

Natural language search in Einstein Search

In this case, Ben actually wants to see a specific set of Opportunities: only his open Opportunities, and only in the city of Oakland, California. With default Salesforce search, Ben might have to set up filters to see what he wants. With Einstein Search, Ben just types in a normal phrase: “my open opportunities in Oakland” (quotes not necessary). And Einstein Search returns exactly what he’s looking for. (In the screenshot, all of Ben’s Oakland opportunities are with Acme Technologies.)

Ben just wants to be able to state what he means  and have Salesforce understand him. Which is what the second feature of Einstein Search, natural language search, is all about: the meaning of the words, not just meaningless keywords . In the end, natural is about human language.

And in case you missed it, he performed his search with a minimum of work. In a traditional search scenario, Ben can spend many frustrating minutes clicking to find the results he wants, and then must create a List View like “My Open Opportunities in Oakland” to keep track of them. And even then his results might not be as useful as Einstein Search’s. 

Here are some examples of natural language searches you can do.

  • Won opportunities
  • Acme new opportunities in Texas last month
  • My team accounts in Fremont
  • Maria’s contacts in California
  • Cases in progress today
  • Leads in San Francisco last quarter
Note

Note

Natural language search currently works on Accounts, Contacts, Opportunities, Cases, and Leads.

For a description of the Einstein Search engine’s capabilities, along with usage examples, see the Resources section at the end of this unit. 

Spring Into Action with Actionable Results

Personalization narrowed down Ben’s results to ones that matter to him. And Natural Language Search lets him find those results in an easy, simple way. All that is really useful, but Einstein Search takes things a step further. Actually, two steps further.

Let’s say Ben is looking for a particular business whose name includes the word Acme. Ben can’t quite remember its exact name, although he knows the company is in San Francisco. He enters Acme, and even before he’s finished typing, Einstein Search starts displaying results. (However, the results aren’t personalized for him until he executes the search query, in this case by pressing Enter.) 

So far, so good. Ben presses Enter and Einstein Search displays a personalized list of companies with the word Acme in their names. Even with personalization, though, he sees a lot of companies with Acme. Which one is the Acme company he needs to contact?

Info revealed by hovering in Einstein Search

Ben could click every Acme company in the list and see if it’s the one he wants. That can be a lot of work, take a lot of time, and possibly cause problems if he accidentally modifies the wrong record. Fortunately, Einstein Search provides a better way for Ben to find his Acme company. All he has to do is hover over a record, and Einstein Search displays details for that record. Now he sees that Acme Inc. is based in San Francisco. That’s the Acme company he’s looking for. He never has to mess with records that he doesn’t care about, and it’s all provided for him almost instantly.

What’s more, when Einstein Search has a high degree of confidence, it provides a Recommended Result, based on your preferences and recent behavior. You’re not just presented with a list of choices; you’re presented with a best choice. That’s why we say that Einstein Search isn’t just for searching—it’s for finding

Instant Previews and Recommended Result are a step further than traditional search takes you. We promised you two steps further. Well, hang on to your hats, because Einstein Search isn’t done. 

Taking action from a search result

Einstein Search results are actionable. By hovering over a result—in this case, Acme Inc.—Ben sees not just information about the company, but quick action buttons that let him, for example, view or edit the Opportunities associated with Acme Inc. (Einstein Search provides the regular quick action button settings that customers make to their record detail pages.) Ben also sees a list of Related List Quick Links that can provide related details or enable further actions. And all of this happens while Ben is still just hovering over a result. By allowing Ben to go seamlessly from searching to taking action, Einstein Search has saved him a multitude of clicks, as well as time.

Einstein Search can’t find your keys in a messy apartment—yet. But in this unit you learned how it can save you time, money, and headaches. In the next unit, we show how you, as an admin, can set up Einstein Search for your users.

Resources