Get Started with Einstein AI for Service Cloud

Learning Objectives

In this project, you’ll:

Create a Developer Edition playground with Einstein for Service.
Configure Omni-Channel Settings, Messaging for In-App and Web, and Bots.
Enable and test AI-generated Service Replies and Work Summaries.

Before You Start

Before you start this project, consider reviewing the following recommended content.

Optimize Customer Interactions with Einstein for Service

Service departments often have more customer inquiries than they can handle. They’re overwhelmed with repetitive real-time requests and cases, which prevent them from focusing on more complex issues as often as needed. You need a way to entrust your customer service team to become more efficient by automating answers to common questions without sacrificing consistent customer service.

Einstein for Service empowers your team to take it to the next level for your customers by maximizing your team’s efficiency. You might even improve overall customer satisfaction as you free up time for your team to focus on the more pressing, complex inquiries from customers.

Einstein for Service offers a transformative approach to managing customer service interactions. Use Service Replies to provide AI-generated replies to real-time requests in any channel to save time. And increase case efficiency with Work Summaries, offering AI-generated case summaries with predictions about the issue and a suggested resolution for your reps. Your team can easily review and edit before responding to the customer.

Ready to try Einstein for Service? Follow these steps to get hands-on and start exploring these features in an org.

This module discusses Einstein AI features available in Service Cloud. It doesn’t cover Data Cloud or Agentforce solutions available separately a‌s add-on features.

To get started, you need a special Developer Edition org that contains Service Cloud, Einstein AI, and our sample data. Get the free Developer Edition and connect it to Trailhead now, so you can complete the challenges in this module.

Sign up here for a free Developer Edition org with Service Cloud and Einstein for Service.
Fill out the form:
- For Email, enter an active email address.
- For Username, enter a username that looks like an email address and is unique, but it doesn't need to be a valid email account (for example, yourname@example.com).
After you fill out the form, click Sign me up. A confirmation message appears.
When you receive the activation email (it might take a few minutes), open it, and click Verify Account.
Complete your registration by setting your password and the security challenge question. Tip: Save your username, password, and login URL in a secure place—such as a password manager—for easy access later.
You’re logged in to your Developer Edition.

Now connect your new Developer Edition org to Trailhead.

This Custom Playground is designed to work with the challenges in this badge, and might not work for other badges. Always check that you’re using the Trailhead Playground or the special Developer Edition org that we recommend.

Make sure you're logged in to your Trailhead account.
In the Challenge section at the bottom of this page, select the org name and then click Connect Org.
On the login screen, enter the username and password for the Developer Edition you just set up.
On the Allow Access? screen, click Allow.
On the Want to connect this org for hands-on challenges? Screen, click Yes! Save it. You’re redirected back to the challenge page and ready to use your new Developer Edition to earn this badge.

Configure Omni-Channel Settings, Messaging for In-App and Web, and Bots

In the new Developer Edition playground you just created, you need to complete a few configuration steps to complete the rest of this project. First, you enable Messaging for In-App and Web, to support an asynchronous, persistent conversation experience with customers. Then you’ll activate a Bot to handle basic repetitive questions, free up time for your support reps, and focus on more complex customer inquiries.

Let’s get everything set up.

Setup Omni-Channel Routing and Activate Messaging

Click and select Service Setup.
In the Quick Find box, search for and select Omni-Channel Settings.
Click the checkbox to Enable Skills-Based and Direct-to-Agent Routing and click Save.
In the Quick Find box, enter Messaging and under Channels select Messaging Settings. Set the Messaging toggle to On.

Now that you have finished the initial setup for Messaging and Bots, next create an Embedded Service Deployment so you can test out Einstein for Service in Messaging.

Set Up an Embedded Service Deployment

In Service Setup, in the Quick Find box, search for and select Domains.
Locate the Experience Cloud Sites Domain option in the Current Domain Configuration Option column. Then copy the related value in the Domain Name column and paste it somewhere. You'll need this later.
In the Quick Find box, search for and select Embedded Service Deployments.
Select New Deployment.
Select Messaging for In-App and Web and click Next.
Select Web, and click Next.
Fill in the following information:
- Embedded Service Deployment Name: Help Site Messaging
- Domain: Paste the domain name that you copied above related to the Experience Cloud Sites Domain.
- Messaging Channel: select Messaging
Click Save, then you’ll be taken to the edit screen for the Help Site Messaging Embedded Service Deployment. (Note: This step may take a couple of minutes to complete. If you encounter an error and don't see the edit screen, refresh your page before continuing.)
In the Settings box, click Edit Settings and check the following boxes:

Show delivery receipts
Show read receipts
Show typing indicators
Show emoji keyboard

Click Save.
In the Pre-Chat box, click Edit Pre-Chat.

Check the Activate the pre-chat feature checkbox.
Under Visible Pre-Chat Fields, click the and individually select First Name, Last Name, Email, and Subject to add them to the Visible Pre-Chat Fields.
Check the Required checkboxes next to First Name, Last Name, and Email.
Under the Hidden Pre-Chat Fields section, move AccountNumber and OrderNumber from Available to Selected.
Click Save.
Click Publish. Note that this can take several minutes to complete. You can keep progressing through the steps and it should be complete by the time you begin your Messaging Configuration Test.

To maximize service interactions, use a Bot to answer high-level customer questions. The Bot transfers items to one of your reps when a customer has a more in-depth inquiry. We’ve created a Bot for this project, and now you just need to activate it.

Activate Einstein Bots

In Service Setup, in the Quick Find box, search for and select and select Einstein Bots.
Toggle the Einstein Bots slider button to On.
Under My Bots (at the bottom of the screen), click the Amazebot link to go into the Bot Builder.
Click Activate and close the Bot Builder.

Congratulations! You’ve now completed the initial setup for Omni-Channel routing, Messaging for In-App and Web, and Bots. Next, you’ll test Messaging to ensure everything is working correctly before configuring Einstein for Service.

In the next section, you work with multiple windows as you test the Messaging function from the customer perspective. And, from a customer support perspective, you can see what’s happening in the service replies in your org.

Generate a Messaging Session

Click and in the search field, search for and select Service Console.
On the left side of the screen, click to expand the Omni-Channel sidebar. Click the next to the, and in the Omni-Channel dropdown, change your status from Offline to Available Messaging.
Click and select Service Setup. In the Quick Find box, search for and select Embedded Service Deployments.
Click to the right of your Help Site Messaging deployment, and select View.
In the Test Messaging box, click Test Messaging. You’ll see a page titled Test Your Messaging Deployment.
Click button in the lower-right portion of the screen to start the Embedded Messaging conversation. (Note: If the conversation icon isn’t visible right away, the page may still be loading.)
As the customer, enter your First Name, Last Name, Email, and in the Subject line, enter: Messaging Configuration Test then click Start Conversation.
Wait for the Bot prompts to load, click Report a Shipping Problem from the available options. The Bot will then transfer the conversation to a service representative.

Now, it’s time to go back to the browser tab with the Service Console tab, and verify that you received a conversation request.

To verify you received the conversation request, go back to the Service Console, in the Inbox under Available Messaging, click the checkmark icon to accept the incoming message and open the Messaging conversation requested by the customer.
As the Customer, click on the top-left-hand corner of the Messaging window, then select End Chat.

This completes the initial configuration for Messaging. Now you’ve seen what a customer interaction would look like with the Bot responding and transferring a message to a rep on your team. Next, you’ll begin setting up Einstein for Service to see how Service Replies boost productivity in customer interactions.

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Get Started with Einstein AI for Service Cloud

Learning Objectives

Before You Start

Optimize Customer Interactions with Einstein for Service

Configure Omni-Channel Settings, Messaging for In-App and Web, and Bots