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The document provides an overview of Salesforce Einstein bots including key terms, use cases, bot types, and capabilities. It discusses the different types of bots including standard and enhanced bots and their features. The document is intended to help users understand how to use bots within Salesforce applications.

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Key 1

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india.sudhakar2001

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4/3/24, 1:48 PM Complete Guide to Salesforce Einstein Bots | Salesforce Ben

Key Terms
If you are new to Einstein Bots, some of the terms in this article
will likely be new to you.

The “Messaging Channels” are currently:

WhatsApp
Facebook Messenger
SMS

The “Einstein Bots API” is used for your systems that are not
natively supported, for example, Twitter.

In the context of bots, when referring to “Chat”, this is talking

about whether you are within your app or on the web via Web
Chat.

“Natural Language Processing (NLP)” uses a model set up to help

your bot understand what your customer is saying and respond
appropriately.

“Entities” ensure that the information provided is in the right

format, e.g. postcodes.

Use Cases
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The aim of a Salesforce Einstein Bot is to serve up what your

customers need without needing a human agent (or Salesforce
User) to be involved.

Some use cases I’ve seen are:

Providing answers via Knowledge Articles
Creating new inquiries as Leads
Creating new Cases
Searching for Records and providing updates on these
Records (e.g. Orders, Cases)
Templated document collection
Collecting feedback

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Screenshot of a Bot
creating a case for a
customer with an issue via
Chat.

As a bot can connect to Flow or Apex, there are numerous other

ways to automate your processes using clicks or code, and
information inside or outside of Salesforce.

Although a bot is geared towards Service Cloud based scenarios,

there is nothing stopping these from being used for Sales Cloud
based situations too.

You also have the option to use Natural Language Process (NLP)
to understand free text input and use Entities to ensure
information such as Email Addresses are provided in the right
format.

Einstein Bot Types – The

Battle of the Bots!
Back in Summer ‘22, Salesforce introduced a new type of bot:
“Enhanced Bots”. For parity, when this was introduced, existing
bots were re-labelled as “Standard Bots”. At the same time,
Salesforce brought us a new Bots Builder to make building a bot
even more initiative.

Over the last few releases, Salesforce has built on the

foundations of the Enhanced Bot and provided additional

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functionality that was never part of a standard out-of-the-box bot –

for example, sending files or images.

The main difference between an Enhanced Bot and a Standard

Bot is feature parity. Right now, when using an Enhanced Bot, rich
content preview is not available. This means your Enhanced Bot
can only display text content when using Salesforce Chat.

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