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Get Ready for Einstein

Learning Objectives 

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

  • Describe why high-quality data is important to AI. 
  • Prepare your data and check your permissions for Einstein for Service. 

Data Fuels Einstein 

Sita knows that data is important, but how important is it really? Now that her rollout strategy is complete, she needs to make sure that Einstein is as ready as her agents to get started. 

Einstein uses machine learning, and machine learning depends on the collection of data over time. Therefore, the more data Einstein has, the more it will learn from Salesforce. That’s why Einstein’s recommendations become more and more accurate, making it a product that grows along with your company. 

Think of data as the very fuel that Einstein needs to run—it can’t grow without it! With that in mind, let’s make sure you have the data you need.

Get Your Data Einstein Ready

Each Einstein tool requires a different amount of data and permissions. Sita wants to be prepared, so she checks out the data requirements for each Einstein tool.

Tool Available In Data Requirements Requires Service Cloud Einstein Add-On License?

Einstein Case Classification

Enterprise, Performance, and Unlimited

  • 1,000 cases
  • 100 closed cases that used each field and value you want to predict 

Yes, for full capability. A limited version doesn’t require the add-on license. 

Einstein Case Routing

Enterprise, Performance, and Unlimited

  • 1,000 cases
  • 100 closed cases that used each field and value you want to predict 

Yes

Einstein Bots

Enterprise, Performance, Unlimited, and Developer

  • Two intents (customer’s goal), with at least 20 utterances per intent (100 to 150 utterances per intent recommended) 

No. For more channels, the Digital Engagement add-on license is required. 

Einstein Article Recommendations

Enterprise, Performance, and Unlimited

  • (Required) 100 English knowledge articles
  • (Recommended)1,000 English cases from the past 2 years
  • (Recommended) 500 case-article attaches from the past 2 years

No

Einstein Reply Recommendations

Enterprise, Performance, Unlimited, and Developer

  • 10,000 closed English chat transcripts

Yes

Einstein Next Best Action

Essentials, Professional, Enterprise, Performance, Unlimited, and Developer

None

Yes, for full capability. A limited version doesn’t require the add-on license. 

If you’re wondering whether or not you have the data requirements for each tool, Einstein lets you know early in the setup process—so you won’t get to the end of setup only to realize you don’t have the right data. 

After reviewing the list of requirements, Sita checks all the boxes. Now, it’s time to finally kick off the rollout strategy!

Kick Off Your Rollout Strategy 

Sita is a great leader at Ursa Major Solar, so she knows that her rollout strategy will only be truly effective if her entire team is onboard. She values their support as much as she values supporting them. Roberto, her partner COO, assures her that they can provide constant feedback and guidance along the way.

Here are some pro tips to keep in mind when launching your own rollout strategy. 

  1. Have a kickoff meeting. Invite key stakeholders and give an overview of goals and plans for Einstein for Service.

  2. Provide training. Explain what each feature is for and how it works. Provide materials that users can refer to later. Make training meaningful by targeting one user role at a time and focusing on their goals.

  3. Rollout to “super users” first. Let a select group of users test out a feature first so you can act on their feedback.

  4. Schedule regular meetings. Meet often with the small group of initial users. Open discussion about users’ experiences and expectations often yields more detailed and useful information than written feedback.

  5. Share dashboards and reports. Before enabling features, create dashboards and reports to help measure success.

Now that you have all the tools to have a steady and successful rollout, your business can keep doing what it does best with the help of Einstein for Service. We can’t wait to see how you make your business smarter with Einstein. 

Resources