When Salesforce Einstein became generally available in 2016, it launched to much fanfare and was being positioned as a key strategic differentiator for the Salesforce platform for years to come. Fast forward to today, the platform has had several years of enhancements and is being adopted by many organizations across all industries to help deliver a portfolio of true productivity-focused features and proving deeper insights into their business and data. All of this sounds great but a question we often hear from our clients is “where can I start to understand if Salesforce Einstein is right for my company?”
The best first step in this process is to understand what the minimum requirements are in approaching Einstein. Einstein is fully integrated into Salesforce and available for customers with Enterprise Edition licenses and above with Lightning-enabled users. There are also some additional data requirements for some of the features to be enabled and we will be going deeper on those topics in future blog posts. Moving beyond these restrictions, other factors that would make the solution less desirable are specific to how your company is using (or not using) specific areas of functionality within Salesforce (not using or converting leads for example).
The second step in the process is to understand the various business challenges your organization is trying to solve. Is your sales or marketing organization looking to save time by focusing on the most qualified leads or perhaps your organization is looking to provide a better customer support experience? Outlining a documented use case where your business believes that Einstein features within a specific cloud or across the platform could provide actionable insight that could help tackle a business challenge is a must.
To help support development of a business use case, you should partner closely with your business partners to identify their pain points in day-to-day operations and also identify what areas of Salesforce functionality your organization is leveraging and how much of the out-of-box features within those clouds. With this approach, you could start to determine where there is significant value and where the greatest area of impact may be. The example matrix below could be used to help construct a better understanding of the big picture.
|Salesforce Platform||Cloud Usage||OOTB Features Einstein Touches||Potential Use Case|
|Sales Cloud||Low/Med/High||Accounts, Leads, Contacts, Opportunities, Forecasting, Activities||I want my sales reps to reduce time spent sifting through hundreds or thousands of leads
I want my sales reps to have more confidence and knowledge in selecting and working the most probable opportunities that we have in the pipeline
|Service Cloud||Low/Med/High||Live Agent (chat), Cases, Knowledge||I want to reduce case deflection
I would like to reduce the number of simple, reoccurring questions and cases that get opened and assigned to my agents
|Marketing Cloud||Low/Med/High||Leads, Contacts, Social Studio, Journey Builder||I need a way to be able to intelligently segment my customers to better target my campaigns.|
|Commerce Cloud||Low/Med/High||Contacts, Products, Search||I want a way to personalize and display product recommendations to my potential customers.|
|Salesforce Platform||N/A||Einstein Analytics Plus
Einstein Predictions (custom predictions & data combination analysis)
Einstein Vision (object detection & image classification)
Einstein Language (sentiment & intent analysis)
|I’d like access to deeper analysis of data across our entire Salesforce platform
I’d like to be able to work through custom tailored what-if scenarios will help us understanding what a customer may do or the probability of a purchase
I need to be able to capture an image from the mobile device of our field service technician to part match against existing inventory and automate the replacement order process
A customer mentioned our product as being “bad” in a social post on Twitter. Is this really a positive or negative statement and how could this have impact on the perception of the product or the company?
I’ve got my use case and I understand how my company uses the Salesforce platform, what’s next?
Going through the previous exercise allowed you to understand what the company wants to do or the challenges that are trying to be solved. You also know that both the usage of the required Salesforce objects and data set looks good, your users are on Enterprise edition or above and in Lightning Experience already, you’re now ready to start exploring an opportunity for an Einstein POC.
An evaluation of Einstein can be conducted in partnership with Salesforce. Salesforce will require many of the preceding steps that were outlined in this blog post to be completed before they will qualify your company for an evaluation. If your organization is focused specifically on Sales Cloud Einstein features only, you can check your organization’s eligibility by asking a Salesforce Admin to run a personalized Einstein Readiness Report. Within minutes, you will receive a report that will assess your organizations compatibility with Sales Cloud Einstein features and allow you to determine if moving forward with a POC is possible.
Lastly, licensing and cost considerations for Einstein varies based upon the cloud, specific AI features, and how many times an action may be invoked over a given period of time. Referencing the official Salesforce Einstein Features and Pricing Datasheet is another great resource that brings much of this information together.
What are some resources I could access to help further understand Salesforce Einstein?
Some great resources to get you off the ground on Einstein are the Salesforce Einstein Product Page and the Get Smart with Salesforce Einstein trail on Trailhead. The trail is comprehensive from an introduction to Einstein features to practical implementation of some of the functionality. Also mentioned above in this blog post is the Salesforce Einstein Features and Pricing datasheet. The datasheet will provide a summary level overview of many of the topics that we have also touched on in this blog post including features aligned to each cloud, benefits, licensing, and cost implications.
How Can Magnet360 Help?
If your organization is not yet on Lightning experience, review our blog post Top 10 Tips to Get You Started with Salesforce Lightning. We have years of experience with Lightning and have helped many companies in their journey from Classic to Lightning within Salesforce. Don’t let this hold you back, if you’re interested in hearing more about our success in helping clients with this migration, please reach out to us.
To help you further understand and evaluate Einstein, the Strategy team at Magnet360 will be continuing our blog post series designed to help you determine if Einstein is the right fit, how it works within each Salesforce cloud, how your teams can leverage the platform, and how to deploy and learn how others are being successful with the technology.
View our other AI posts, here: