Einstein Copilot blends the features of Salesforce CRM with the ease of an AI assistant. It also uses advanced natural language processing from large language models (LLMs) like ChatGPT, allowing it to understand and converse with you naturally.
You can access Eintein Copilot in Salesforce org, making it simple to improve customer interactions and streamline work processes throughout your organization. Copilot uses your inputs, such as prompts, along with trusted data from your organization to provide accurate answers and perform appropriate actions.
A copilot is semi-autonomous. You give it a business task, question, or instruction in natural language, and it takes care of the rest. Depending on your request, a copilot might generate sales or marketing advice, auto-generate emails, summarize service tasks, visualize data, or write custom code. The more detailed your request, the more thorough the response will be.
Exploring Einstein Copilot and Einstein 1 Studio: Four Access Routes
1. Einstein 1 Editions
Salesforce has launched Einstein 1 Editions, also known as Unlimited Edition+. This package offers complete access to the Copilot chatbot and Einstein 1 Studio. It allows you to customize your experience using the Generalized Pre-training Transformer (GPT) suite, which includes tools like Prompt, Model, and Copilot Builder. Pricing for this package starts at $500 per user per month for both Sales and Service.
2. Einstein 1 Add-On
GPT clients using Enterprise or Unlimited Edition can upgrade by selecting Einstein add-ons from their account executive. These add-ons are available for Sales, Service, and Platform, with prices starting at $75 per user per month for both Sales and Service.
3. Partner Development Orgs
Salesforce Independent Software Vendors (ISVs) can explore this new technology via the Partner Learning Camp. This access allows them to set up an organization and use the full range of Einstein Copilot and Einstein 1 Studio tools.
4. Einstein 1 Free Trial
Before committing to Salesforce, non-partners can try the technology for free for five days. Users can get a hands-on experience with the tools through this trial. Additionally, Salesforce has created two new learning paths to help users understand these tools. The first, ‘Get Started with Einstein Copilot’, offers a thorough introduction to the AI assistant. The second, ‘Get Started with Prompts and Prompt Builder’ helps with creating and customizing prompts.
These resources are designed to help users make the most of these powerful tools.
Step 1:
- Complete the registration form, ensuring you provide an active email address for receiving the confirmation email.
- Click Sign Me Up. A confirmation message appears.
You will receive an email with the subject line “Finish resetting your Salesforce password” from support@salesforce.com after your organization has been created (this may take a few minutes).
Step 2:
Log in to your newly created organization.
In the Quick Find box, type “Einstein Setup,” then click “Einstein Setup. Activate Einstein by toggling the switch to On.
Step 3:
- In the Quick Find box, enter Copilot, then click Einstein Copilots.
- You can now customize and launch one copilot (beta) for your employees, integrating it into the workflow in Salesforce.
- Enable Einstein Copilot for Salesforce by toggling the switch to “On
Step 4:
. Scroll to the bottom of the page and click on “Einstein Copilot
Select Open in Builder.
Step 5:
Now you can use Einstein Copilot from here with your Query.
You can also use from the different – 2 app views Like sales, service or etc. apps
We have different – 2 options here.
We can ask Einstein Copilot in Salesforce about the following with some standard action:
| ACTION | WHAT IT DOES |
|---|---|
| Answer Questions with Knowledge | Answers user questions based on information from relevant knowledge articles. This requires a Knowledge license. Example: “What is the policy for returns over 30 days? |
| Draft or Revise Sales Emai | Creates a sales email draft or revises the most recent email based on the user's input. Example: “Help me write an intro email to Ruth from Edge.” |
| Explore Conversation | Answers questions about a voice or video call based on the call transcript. This requires Einstein Conversation Insights and Einstein for Sales. Example: “What was the customer sentiment on this call |
| Get Forecast Guidance | Calculates a seller's gap to Commit and gap to Most Likely, and flags risky deals in a seller's forecast. This requires the Einstein for Sales add-on. Example: “Show me Vince West’s forecast. |
| Identify Object by Name | Interprets the user's input to determine which object the user is referring to, then returns the object's name for further actions. Example: If the user enters, “List the Contact for the Edge account” in the copilot conversational interface, the action identifies that the user is requesting information related to the Account object and Contact objec |
| Identify Record by Name | Searches for Salesforce records by name and returns a list of matching record IDs. Example: “Show me the Acme deal. |
| Query Records | Finds and retrieves Salesforce records based on the user's request and specific conditions, such as field values. Example: “Find all open opportunities set to close this quarter. |
| Query Records with Aggregate | Answers aggregation questions about Salesforce data, such as count, sum, or average. Example: “How many Cases were created in the last 5 days? |
| Summarize Record | Summarizes a Salesforce record. This action can summarize any record, but some records for some users have predefined prompt templates that customize the summary. Example: “Create a summary for the Edge Communications. |
Creating a Custom Copilot Action:
We have reviewed the standard actions available for Einstein Copilot. Now, let’s focus on creating a custom Copilot Action to cater to specific needs, such as handling unique order return processes. While standard Copilot actions provide various functionalities, custom Copilot Actions allow you to tailor the AI assistant to meet your unique business requirements, thereby enhancing its functionality and usability.
Here are some scenarios where custom actions can be particularly beneficial:
- Updating Multiple Fields on Records
- Calling External Systems to Retrieve Information
- Leveraging Existing Flows
- Research and Information Retrieval
- Content Creation
For Example here create a Custom copilot action:
1. We have created an Auto launch flow for creating Custom copilot action:
In this flow, I retrieve the Order record and check its Order start date. If the Order start date of this Order record is more than 30 days ago, then the Return_Status__c field of the Order record is updated to ‘Initiated’.
2. In the Quick Find box, type “Copilot” and select “Einstein Copilot Actions.”
3. Click New Copilot Action.
4. Set “Reference Action Type” to “Flow.”
5. Select “Initiate Return” for “Reference Action.” This is the flow used for initiating order returns.
6. Click Next.
7. Under “Copilot Action Instructions,” enter: “Use Initiate Return for requests to return or refund orders or products in an order.
8. For “Instructions” under “Inputs,” enter: “Populate this input variable with an Order recordId.
9. Check the ’Require Input’ Check box.
10. Check the Collect data from user Check box’.
11. For “Instructions” under “Outputs,” enter: “This output indicates the status of the return request, whether it has been initiated, processed, or completed
12. Check the “Show in conversation” box
13. Tap on Finish.
Next, integrate the new action with your copilot:
- Navigate back to “Einstein Copilots
- Click Einstein Copilot.
- Click Open in Builder.
- Click “Deactivate” and confirm with “OK.” This step is necessary to add new actions.
- Open the “Copilot Action Library
- In the menu for “Initiate Return,” select “Assigned to Active Copilot.
- Click Activate.
Your copilot is now ready to use the “Initiate Return” action during conversations.
To test this feature:
- Close the Setup tab to return to the Sales app.
- Click the Einstein button to open the conversation window.
In the conversation window, type What is the order with the most recent start date?
Then, based on your needs, further instruction can be provided.
Conclusion:
In conclusion, Salesforce’s Einstein Copilot is a robust tool that significantly enhances the Salesforce platform. It offers intelligent, context-aware assistance, simplifying complex tasks and boosting efficiency.
Whether executing DML operations, managing entitlements, or customizing actions, Einstein Copilot proves to be an invaluable asset for any Salesforce user. To know more about its use cases in Salesforce orgs, stay tuned!
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