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Learning Objectives

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

  • Explain how to use Einstein Next Best Action to deliver personalized recommendations to your customers at the right time.
  • Describe how to increase agent productivity by predicting field values and prioritizing cases in the queue.
  • Discuss how to use the Lightning Knowledge Migration Tool to move your Classic knowledge base into Lightning Knowledge.

Einstein Next Best Action for Service Cloud

Einstein AI offers suggestions for next best actions for Service Cloud. Now, you can deliver personalized recommendations at the point of maximum impact by combining your company’s business rules, powerful predictive models, and data—both inside and outside of Salesforce.


Learn more about Einstein Next Best Action for Service Cloud.

Einstein Case Classification

Assist your agents by triaging their cases automatically with Einstein Case Classification. Using machine learning from past cases, Einstein prepopulates field values with recommendations for your agents, reducing the time they spend manually entering information and allowing them to resolve customer issues faster.


Learn more about Einstein Case Classification.

Lightning Knowledge Migration Tool

Take advantage of the complete set of productivity tools available for your support team in Lightning Experience. Transition your knowledge base from Classic to Lightning with the Lightning Knowledge Migration Tool. Lightning Knowledge unifies your data into one Knowledge object, which enables you to use the power of the Salesforce platform with standard reports, record types, list views, and more. Empower service agents by suggesting the right article, and give them easy access with tools like hover view to solve cases faster.


Learn more about Lighting Knowledge Migration Tool.

Digital Engagement: Einstein Bots Enhancements

Increase case deflection and reduce handle time with AI-powered chatbots now on messaging channels like SMS and Facebook Messenger. Natively built on the Salesforce platform, Einstein Bots can be set up declaratively once and deployed to all of your real-time channels. Use Einstein Bots to collect and qualify customer information to resolve routine issues or seamlessly escalate to an agent for fast resolution.


Learn more about Einstein Bots enhancements.

Field Service Lightning: Preventative Maintenance Enhancements

Now, with Preventive Maintenance, you can create a single parent work order and group every work order line item alongside the asset that requires the work, saving your mobile employees time and ensuring they complete the job right the first time. 


Learn more about Preventative Maintenance Enhancements

Service Cloud: Lightning Scheduler

Improve productivity and customer engagement with streamlined appointment booking.


Learn more about Lightning Scheduler for Service Cloud.

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