See What's New with Einstein, Data, Sales, and Service
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how to review and optimize performance metrics for prompt templates to improve system effectiveness
- Describe how to use data masking techniques to protect sensitive information and ensure compliance
- List the new capabilities for searching and retrieving information within unstructured data
- Apply advanced sales and service solutions to improve productivity and enhance customer interactions
Agentforce Topics
Einstein
Agentforce Topics reduce latency, improve accuracy, and add versatility. With Topics, you can now streamline Agentforce’s efficiency and represent a specific “job” for Agentforce that contains consistent instructions and actions. Topics ensure that relevant guidance and tools are applied at the right moment, preventing errors and keeping conversations focused.
Prompt Performance Metrics
Einstein
Review usage details and user feedback data for each prompt template version. Based on these performance metrics, you can refine your templates to optimize relevance and efficiency.
Data Masking Enhancements
Einstein
The latest enhancements let you mask data based on field classification metadata to honor existing field attributes, data sensitivity levels, compliance categories, and Shield Encrypted fields. Masked prompts are now visible directly in Prompt Builder.
Models API
Einstein
Models API provides Apex classes and REST endpoints that connect your application to large language models (LLMs) from any model that can be configured in Salesforce. All calls to Models API go through the Einstein Trust Layer.
RAG Grounding Enhancements
Einstein
Elevate search capabilities through a no-code solution for finding relevant information in unstructured data. Search retrievers offer a templated search configuration to generate prompts through retrieval-augmented generation in resource pickers, flows, or any platform use case.
Data Cloud One
Data
Connect, access, and unify data from multiple CRM orgs into metadata using one Data Cloud.
Sub-Second Real-Time Data Layer
Data
Unlock, harmonize, and activate trapped data within milliseconds to power real-time customer experiences and activations across Salesforce.
New Connectors
Data
Unlock and bring your trapped data from external apps into Data Cloud using 200+ prebuilt Data Cloud connectors.
Data Cloud Integration with Meta Conversions API
Data
Share data with Meta to optimize ad targeting, decrease cost per action, and see a more complete picture of campaign outcomes while maintaining customer privacy. The Conversions API enables better measurement capabilities across the funnel to better understand the value of advertising on Meta.
Data Cloud on Hyperforce in Canada and the UK
Data
Data Cloud is now available on the next-generation Salesforce infrastructure architecture.
Agentforce SDR Agent
Sales
Engage every inbound lead with an AI SDR. Automate outreach, prospecting, and qualification of leads. Use Agentforce SDR to send introduction emails, answer questions, handle objections, and schedule meetings to nurture your pipeline 24/7.
Agentforce: Sales Actions Enhancements
Sales
Better prep for meetings by identifying key contacts and past collaborators, and their impact on previous deals. Easily create and apply new labels to groups of contacts.
Agentforce Sales Coach Agent
Sales
Coach every rep to be your best rep with Agentforce Sales Coach. Provide personalized coaching through role-plays tailored to each deal, including tactical feedback and continuous, stage-specific learning for successful customer engagements.
Learn more about Agentforce Sales Coach Agent.
Quota Planning
Sales
Easily build catered quota plans from the ground up based on sales territories, all within Salesforce. Quota Planning improves transparency, relevancy, and speed.
Learn more about Quota Planning.
Account Planning
Sales
Improve sales execution and enhance automation with Account Plans. Customizable and purpose-built in your Salesforce implementation, sellers can use a single framework to consolidate sales data, simplifying account research. Define clear account objectives to align the sales team around a unified strategy and deliver revenue growth.
Learn more about Account Planning.
Agentforce Service Agent
Service
Engage customers anytime and resolve cases faster with Agentforce Service Agent, your trusted AI team member for every service experience. Deploy swiftly across channels using prebuilt templates, and customize it to your brand and voice with low code to provide humanlike customer interactions grounded in trusted data.
Agentforce: Field Service Actions
Service
Boost dispatcher efficiency with prebuilt actions that handle scheduling issues faster. Use Agentforce to quickly find appointments that need to be updated or scheduled and present them in the Gantt list, improving response and resolution time.
Bring Your Own Channel for Contact Center as a Service (CCaaS)
Service
Build a modular AI-powered contact center by bringing your choice of messaging solutions into Service Cloud. Streamline the agent and supervisor experience on a single workspace with unified routing and reporting.
Learn more about Bring Your Own Channel for CCaaS
Employee Service
Service
Boost employee success while reducing costs. Equip every employee with the tools they need to find the right answers and take action from one unified system. Help employees at every step of their journey with AI-powered processes, tools, and seamless integrations with departmental systems.
Learn more about Employee Service.
Omni-Channel on Mobile
Service
With the flexibility to switch between desktop and mobile, empower service agents and sales reps to deliver exceptional customer experiences from anywhere. Boost productivity by equipping them with the customer data and tools they need wherever they go.
