Book Image

Architecting AI Solutions on Salesforce

By : Lars Malmqvist
Book Image

Architecting AI Solutions on Salesforce

By: Lars Malmqvist

Overview of this book

Written for Salesforce architects who want quickly implementable AI solutions for their business challenges, Architecting AI Solutions on Salesforce is a shortcut to understanding Salesforce Einstein’s full capabilities – and using them. To illustrate the full technical benefits of Salesforce’s own AI solutions and components, this book will take you through a case study of a fictional company beginning to adopt AI in its Salesforce ecosystem. As you progress, you'll learn how to configure and extend the out-of-the-box features on various Salesforce clouds, their pros, cons, and limitations. You'll also discover how to extend these features using on- and off-platform choices and how to make the best architectural choices when designing custom solutions. Later, you'll advance to integrating third-party AI services such as the Google Translation API, Microsoft Cognitive Services, and Amazon SageMaker on top of your existing solutions. This isn’t a beginners’ Salesforce book, but a comprehensive overview with practical examples that will also take you through key architectural decisions and trade-offs that may impact the design choices you make. By the end of this book, you'll be able to use Salesforce to design powerful tailor-made solutions for your customers with confidence.
Table of Contents (17 chapters)
1
Section 1: Salesforce and AI
3
Section 2: Out-of-the-Box AI Features for Salesforce
8
Section 3: Extending and Building AI Features
12
Section 4: Making the Right Decision

Chapter 3: Salesforce AI for Service

This chapter will cover the core service-related AI options in Salesforce. We will systematically look at Einstein Bots, Einstein Case Classification, Einstein Article Recommendations, and Einstein Reply Recommendations. As we do, we will cover the main features and configuration options available. For each topic, we will also discuss the pros and cons and what things an architect has to think about when evaluating the feature. We will also extend our Pickled Plastics scenario by building a bot that answers reseller questions.

In this chapter, we're going to cover the following main topics:

  • Introducing Service Cloud Einstein
  • Deploying Einstein Bots
  • Optimizing support with Einstein Article Recommendations
  • Speeding up chat with Einstein Reply Recommendations
  • Alleviating manual data entry with Einstein Case Classification

After completing this chapter, you will know how to architect solutions using Service Cloud...