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author name
Gavin Austin
My Background
Gavin Austin has been writing a variety of content at Salesforce for over 18 years. He frequently speaks about Salesforce at conferences, universities, businesses, and nonprofits.
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Einstein case classification will revolutionize customer brand loyalty by using predictive intelligence to recommend or populate picklist and checkbox fields based on past case data.
Every action by a chatbot — including word usage, punctuation, emoticons, and option to transfer to a human or search for a knowledge base article — influence customer experience and affect a brand.
Unlike hard skills — soft skills are harder to define. They’re often perceived as abstract or behavioral, but developing soft skills can accelerate your career.