Generative AI in CRM Applications

Question 1

Einstein Lead Scoring

Answer 1

Evaluates and scores leads based on their likelihood
to convert into
opportunities but does not analyze opportunities or provide insights on their likelihood of closing.

Question 2

Einstein Opportunity Scoring

Answer 2

Einstein Opportunity Scoring provides a predictive score from 1 to 99 for each opportunity, indicating the likelihood of closing. It also displays
contributing factors, both positive and negative, helping sales reps
prioritize their efforts effectively.

https://help.salesforce.com/s/articleView?id=sf.einstein_sales_opportunity_scoring.htm&type=5

Question 3

Einstein Deal Insights

Answer 3

Einstein Deal Insights provides insights and predictions about deal health and recommends actions that enable sales reps to move deals forward.

Question 4

Einstein Conversation Mining

Answer 4

Uses advanced AI to discover insights from your conversational data.

Use these insights to build new capabilities for your bot, update business processes to streamline common case reasons, and write knowledge articles.

https://help.salesforce.com/s/articleView?id=service.conversation_mining_intro.htm&type=5

Question 5

Sales Email with Einstein Generative AI

Answer 5

Einstein pulls in a contact’s name and info to customize your email. But unlike a static template, Sales Emails creates a new, personalized output every time

Question 6

Einstein Service Replies

Answer 6

1. Turn on Einstein generative AI.
2. Set up Salesforce Knowledge with at least 10 articles.
3. Set up Service AI Grounding.
   (Grounding tells Einstein which knowledge articles or case fields to focus on when drafting replies.)

Question 7

Automatic Contact Enhancements

Answer 7

Use Generative AI to identify your contacts’ buying behavior and company information automatically from your email interactions