Unleashing the Power of AI: How Salesforce Einstein Chatbots Are Transforming Sales and Service

Einstein Chatbot is one of the game changer in the service cloud provided features. In the current era of competetion and revolutionary innovations to provide best service to customers – Chatbots are a great addition to Salesforce Chat functionality. Let us try to do deep dive to know more about the virtaul agents.

1. How to setup Einstein Bots
2. Permission sets & Licenses

1. How to setup Einstein Bots

To enable the Einstein Bot.
Click on Setup->Service -> Service Cloud Einstein -> Einstein Bot Then Enable it.

2. Enable Live Agent Option. Click on “Deployment Channels”

3. click on edit button and enable the bot for Live Agent.

4. Navigate to Set up –> Einstein Bots

Create a new Bot. Click on “New” button from My Bots section.

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Configuring Chatbot Dialogues

1. Click on Dialog Menu from the Einstein Bots Builder.

2. Click on + button to create “New Dialogs”.

3. Enter the Dialogue display name and save as shown below.

4. The below four options are available to configure in a dialogue.

Message: – To display message to the user

Question: – To ask a question to the user and capture answer in a variable.

Action: – To Invoke flow/apex method/send Email.

Rules: – To configure a rule with criteria and perform actions when the criteria is met.

2. Permission sets & Licenses

1. Permission setsfdc.chatbot.service.permset is generated inside the org. This permission set   controls the access to objects, apex classes which are being used by the chat bot.
2. To enable chatbot in salesforce the below two licenses are needed.

• Service Cloud license
• Live Agent license

To be continued with more details about the below items in another blog.

• Chatbot capabilties, Testing and deploying Bot , Advantages and limitations …etc.