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A customer service agent prompts Einstein Copilot by asking how likely an account is to churn and gets an answer.
Service

Resolve a Customer Issue

To identify and resolve customer issues quickly, you need to understand customer history and context, and that can be complex. Einstein Copilot’s generative AI can analyze customer data and generate solutions and step-by-step guides, resolving issues efficiently and effectively.

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A Prompt Template Text input window.

Complaint Attribute Generation

Overview
Use the description of a complaint to identify its attributes, including type, subject, incident date, product mentioned, and the channel where it was logged. Insert that information into a JSON record.

Template Type
Field Generation

Objects Referenced
Public Complaint

Data Sources
CRM

How to Use This Template

  1. Create a new template using the one shown here as a base, and add your own data.
  2. Edit a Lightning page using Lightning App Builder and assign the template to a Field.
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In a chat window, a service rep asks the Agentforce Agent to give an overview of a contact's history with their brand.

Customer Service Communication

Overview
Accelerate service reply time and personalize responses to customer inquiries with social data integrated.

Action Type
Prompt

Objects Referenced
Contact, Case, Sprout Social Post

Data Source
CRM

How to Use The Action

  1. Create an Apex class to host the semantic search query.
  2. Create a prompt template to retrieve the Contact Cases from the Apex class.
  3. Create an Agent Action to trigger the flow and answer the question.
  4. Invoke the action with these prompts:
  • "Give me an overview of this contact’s history."
  • "Show me case details for this contact."
  • "Can you summarize this contact’s issues/questions?"
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In a chat window, a sales rep asks the Agentforce Agent to create a playbook for how to increase their customers' health score.

Customer Success Management

Overview
Customer Success Managers can connect selling with delivery to grow margins, customer loyalty, and assist customers in hitting their goals. Find project template information in Certinia Professional Services Cloud to prepare for quarterly business reviews and more.

Action Types
Search, Suggest, and Create Customer Success Records

Objects Referenced
Account

Data Sources
CRM, Certinia Professional Services Cloud and Customer Success Cloud.

How to Use The Action
Install and use the Agent Action via Agentforce in Certinia Customer Service Cloud.

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Salesforce Einstein mascot with examples of prompts for prompt builder.

Build your own custom solution.

Learn how to create prompts for your business needs and bring them into the flow of work.

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