Skip to main content
Groups* Salesforce Einstein *
Featured group

* Salesforce Einstein *

Welcome! This group is dedicated to your success with Salesforce Einstein. Join the conversation here to stay up to date on the product, learn best practices, and everything in between. Use this group to review resources, ask questions, help each other, and share experiences. --------------------------------------- This group is maintained and moderated by Salesforce employees. The content received in this group falls under the official Forward-Looking Statement: http://investor.salesforce.com/about-us/investor/forward-looking-statements/default.aspx
Bing Wang (Technology Architecture Associate Director at Accenture)
Aug 17, 2024, 3:25 AM
What's applicationName in EinsteinLlmAdditionalConfigInputRepresentation?

There is a "applicationName" attribute in the EinsteinLlmAdditionalConfigInputRepresentation parameter passed in when resolving a Prompt Template in Apex.  What's the significance of that?  It's required, but I couldn't find any explanation of what that is.  These two values seem to work, but are they just a label of the caller?

  • PromptBuilderPreview
  • PromptTemplateGenerationsInvocable

Does it matter what we use?  Random strings don't work, as the method would end with a "Application Name is a required field providing existing registered ai applicaton" (typo was from the actual message).  Still couldn't tell what that means..

8 answers
Xenia Chilkowich (Salesforce Product Manager/Systems Analyst at USC Keck)
Oct 19, 3:52 PM
Understanding Einstein Requests consumption

Hi everyone. 

I was viewing our Consumption Cards and noticed we have exceeded our Einstein Requests. I am now down a rabbit hole of trying to find an easy way to view what was specifically done and by whom. It seems very easy to purchase the credits but very difficult to report on how they are being used. Salesforce Support is suggesting we have to report of this from Data cloud. But not everyone owns Data cloud. Surely there is an easier way to report on this? And is there some way to create notifications on usage if I'm nearing my limit to I am not caught off guard? Also I have waded through dozens of articles on the SF site and feel overwhelmed. Is there any sort of consolidated cheatsheet anywhere that spells out what Einstein requests are used for and how they are calculated? Salesforce help has a tendency to have you keep clicking down to a dozen related articles with no way to easily summarize the issue as a whole. Hope that makes sense. 

 

Thanks 

Xenia 

 

Thanks

2 answers
  1. Ashapura Softech INC (Ashapura Softech INC)
    Oct 21, 10:25 AM

    You're not alone, this is one of the most common complaints since usage-based pricing came in. Here's what has worked for the orgs we support. 

     

    When it happened: the Einstein Requests card in Digital Wallet shows usage by day. Find the day the curve jumped and match it to whatever went live around then, such as a new prompt template, record summaries turned on for a busy object, or a new user group. 

     

    Who and what: the per-user and per-feature detail comes from the Einstein generative AI audit and feedback data, and that data lives in Data Cloud. That's why Support sent you there. In many orgs Data Cloud gets provisioned as part of turning on Einstein generative AI, even if you never bought it separately, so it's worth checking Setup to see whether audit and feedback is already enabled before assuming you can't get the data. 

     

    Why it runs out fast: a request isn't one click. It depends on how much text goes into the prompt and comes back, so one summary of a large record can count as several. Features that run automatically, like summaries on page load, use the most without anyone noticing. 

     

    Alerts: ask your account executive whether usage notifications are available on your contract. Until you know your normal monthly baseline, a weekly calendar reminder to check the Digital Wallet card is the low-tech fix that stops the surprise.

Thomas Fysekis (Senior Developer at Peak & Peak GmbH)
Jun 10, 2025, 11:08 AM
User Uploads PDF to Agentforce

Hello there,  

 

So the issue is: when the user uploads a pdf file using agentforce, we see the message " It looks like there was an issue with the image you tried to upload. The document type might not be correct, or there could be a problem with the document ID".  

 

Any ideas?

8 answers
  1. vivek sahani (HCLTech)
    Jun 16, 2025, 7:29 AM

    Hi @Thomas Fysekis

    , 

     

    Currently, the feature to upload files directly to Agentforce within the embedded chat isn't supported. You might be wondering, "Alright then, why is the upload button there?" 

     

    That's a great question! The upload button is present because when you escalate the chat from the Agentforce to an employee agent, the agent will be able to see the uploaded file and take necessary action. 

     

    Good news: the capability to upload files directly to the embedded Service Agentforce will be available soon! 

Stacy Jewell (Salesforce Business Analyst at The Greenbrier Companies)
Aug 12, 4:36 PM
Virtual or Online Meetings

Hi all, are there any folks in this group who get together from time to time virtually to connect? I'd love to collaborate in a closer format. If anyone knows of any groups I could attend virtually, I'd be grateful for that! Thanks! 

 

Stacy Jewell

3 answers
  1. Sunil Bhardwaj (HCL Technologies Ltd)
    Aug 18, 5:10 AM

    Absolutely! The Salesforce Einstein Trailblazer Community Group is a great place to connect with others interested in Einstein, AI and related Salesforce capabilities.

     

    I’m not sure if there’s currently a regular virtual meetup specifically for the group, but I’d definitely be interested in an informal virtual session to exchange experiences, use cases, and practical learnings around Einstein, Agentforce, Data 360 and Salesforce AI. 

     

    If there are a few others interested, perhaps we could get something started! 

Anhelina Kerner (Ideal Team Group) asked in #Sales Cloud Einstein
Jul 22, 10:03 AM
Einstein Activity Capture: Are Events still subject to the old retention policy?

Hi everyone, 

I have a question regarding the new Einstein Activity Capture architecture. 

From the Salesforce documentation, it is clear that emails are now stored as native Salesforce records (Task/EmailMessage) when Sync Email as Salesforce Activity is enabled. This feature is already available and enabled in our EAC configurations.  https://help.salesforce.com/s/articleView?id=005385951&type=1 

However, I couldn't find a clear statement about Events. 

In the past, Events captured by EAC were stored on the Activity Platform and were subject to the EAC data retention policy https://help.salesforce.com/s/articleView?id=sales.aac_data_retention.htm&type=5

  

 Are events now stored as standard Salesforce Event records on the Salesforce platform and retained like other Salesforce records?  Is there any official Salesforce documentation confirming this? 

  

Thanks in advance!     @* Salesforce Einstein * 

1 answer
  1. Bhavin Patel (Salesforce)
    Jul 24, 6:47 PM

    Hey @Anhelina Kerner

     

    Yes, events synced through Einstein Activity Capture (EAC) are now stored as standard Salesforce Event records on the Salesforce platform. This update is automatic and requires no action on your part. It ensures that event data is retained like other Salesforce records.

     

    For more details, you can refer to the official Salesforce documentation: Event Data Is Now Stored on the Salesforce Platform.

Laura Jackson (Business Analyst at Self)
Jul 22, 4:03 PM
Where do I find Production consumption for Einstein Requests?

In the Consumption Cards app I went into the Einstein Requests card. At the bottom I noticed it says "Sandbox". Does that mean the analytics are all based on our sandbox? If so, where do I view our Production consumption? We currently use Einstein Opportunity Scoring and will be enabling more features before the end of the year.  

Where do I find Production consumption for Einstein Requests?

1 answer
  1. Bhavin Patel (Salesforce)
    Jul 24, 6:49 PM

    The "Sandbox" label in the Einstein Requests card of the Consumption Cards app indicates that the analytics displayed are based on your sandbox environment. To view your Production consumption, you need to access the Production environment. 

     

    Here’s how you can check your Production consumption:

    • Use the Digital Wallet in your Production environment. The Consumption Cards in Digital Wallet display usage for both Production and Sandbox environments.
    • Look for the "Environment Type" field in the Consumption Analytics dashboard to filter data by Production or Sandbox.

    For more details, refer to the Salesforce documentation: Data 360: How to review your Sandbox Consumption in Digital Wallet.

Louise Raux (Chef de Projets Salesforce at Showroomprivé.com) asked in #Sales Cloud Einstein
Jul 13, 8:28 AM
Einstein Activity Capture : Help neededfor setting .

Hello,

I am currently testing Einstein Activity Capture and have run into two issues.

To provide some context: I synchronized my Outlook mailbox with my Salesforce account (using the same email address) and created an event in Outlook that successfully synced to Salesforce. I subsequently deleted the event from Outlook, but it still appears in Salesforce. How can I ensure it is also deleted from Salesforce? 

 

Secondly, all my Outlook events are syncing to my Salesforce calendar. I only want to sync events where the recipient's address matches an address in Salesforce (Lead, Contact, or Account). How do I configure this setting? 

 

Thanks! 

@* Salesforce Einstein * 

1 answer
Takuya Kusano asked in #Service Cloud
Jun 25, 1:55 AM
How to distinguish internal (employee) vs external (customer) users in Enhanced Bot conversation transcript data?

We are deploying Enhanced Bots (Einstein Bots) on our company website using Embedded Messaging. We've enabled "Conversation Transcripts on Data Cloud" to analyze bot conversation data via reports.    **Goal:**  We want to filter out internal employee conversations from analytics/reports so we can focus on actual customer interactions.    **Challenge:**  Since Embedded Messaging is accessed via a public website (no login required), there's no built-in way to identify whether a conversation was initiated by an internal employee or an external customer. The ConversationEntry data in Data Cloud doesn't include any user identity or IP address information.    **What we've considered so far:**  1. **Hidden Pre-Chat fields** – Using the Messaging Web API to pass a hidden field (e.g., a flag set by server-side IP detection) before the conversation starts. This seems viable but requires custom web implementation.  2. **Adding a bot question** ("Are you an employee?") – Rejected because it adds friction and may reduce utilization rates.  3. **Separate deployment per audience** – Deploying different Embedded Service configurations for internal vs external pages, but this adds operational complexity.    **Questions:**  - Is there a recommended or built-in way to tag/identify user type (internal vs external) in Enhanced Messaging conversations?  - Has anyone successfully used Hidden Pre-Chat fields with Enhanced Bots to pass custom metadata that appears in Data Cloud transcript data?  - Are there other approaches we haven't considered?    **Environment:**  - Salesforce Enterprise Edition  - Enhanced Messaging channel with Enhanced Bots   - Data Cloud enabled for conversation transcript analysis  - Embedded Messaging for Web (MIAW)   

 

@* Service Cloud * @* Salesforce Einstein * 

3 answers
  1. Vishal Soni (MIDCAI CONSULTING)
    Jul 5, 7:41 AM

    Hi @Takuya Kusano

    , 

    Internal Employees vs external customers are archtecturally dealt differently via Agentforce Service Agent vs Employee Agent.  

    All user interactions with an Employee Agent are ought to be be happening with internal employees only. 

    For Agentforce Service Agent, ideally this would be hosted on a public facing website, with customers as the targeted users.  

     

    If at all there is a scenario that internal employees and external users are using same interface, first step would be authentication of the users (via email or phone), and then match them with exsiting data. If your match is successful with the Customer table, then user shall be a external user, and if the email/phone gets matched with the User table, that would be an employee only.