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Agentforce Specialist - Coggle Diagram

- - - - 7 days and consume DC credits
  - - - Omni-Channel
        
        Route Work action
        
        Channels:
        Messaging
        Phone
- - - - New Version
        
        Changes Active Original
      - New Template
        
        Preserves Active Orginal
- - - - Agentforce Pipeline Management
        
        Rep receives opportunity update suggestions or can be configured for agent to update automatically
      - Automatic Contact Enhancements
        
        Adds structured data to Contact record from Email interactions
      - Account Research
        
        Populates Sales Plans data on Account
      - Einstein Conversation Insights ECI
        
        Call Summaries
        
        Einstein Conversation Insights users
        
        Call Explorer
        
        Answers Questions
        
        Sales Signals
        
        Summation across many calls: Keywords
        
        Generative Conversation Insights
        
        setup; select Generative Insights
        
        Setup
        
        Connect with recording system
        
        Define Keywords:
        Custom mentions
        Competitors
        Products
        
        Process Recordings
        
        Analyze Transcriptions
      - Einstein Coach
        
        Upload Video of pitch
      - Einstein Sales Emails
      - Experience Cloud: Sales Emails for Partners
      - NOT ESG Einstein Lead Scoring
        
        OLD!
      - NOT ESG Einstein Activity Capture
        
        OLD! syncs email and calendar
      - NOT ESG Automated Contacts
        
        OLDER. Suggests contact creation and updates. Including Opp roles.
      - NOT ESG Einstein Opportunity Scoring
      - Sales Summaries
        
        LWC: Account centric
    - - Einstein AI-Generated Search Answers
        
        Invoked from a user or customer search, Based on Knowledge Articles
      - Generative AI Surveys
        
        Delivered in Experience Cloud
      - Service AI Grounding
        
        uses Knowledge and Case object fields only for grounding recommendations to a customer
      - Knowledge Creation
        
        Response Types: Issue, Problem, Process Steps, Questions and Answer, Resolution, Root Cause, Summary, Troubleshooting Steps, Workaround
      - Service Replies
        
        Delivered in chat or email
      - Work Summaries
        
        Fills summary, issue and resolution for service rep review or edit. Can show to supervisor monitoring.
      - NOT EGA Einstein Reply Recommendations
        
        Analyzes chat.
      - NOT EGA Einstein Classification Apps
        
        Case Classification: when created
        
        If configured drives Case Assignment and/or Case Routing rules
        
        Automate Value will not fill field if confidence of Einstein is below threshhold percentage
        
        Case Wrap-Up: when chat ends
      - NOT EGA Einstein Article Recommendations
        
        2 years of cases
      - NOT EGA Einstein Bots
      - NOT EGA Einstein Conversation Mining
        
        Creates report that can add conversation to Bot configuration
      - NOT EGA - LWC [Einstein Next Best Action] (https://help.salesforce.com/s/articleView?id=platform.nba_lab_cmp.htm&type=5)
        
        Recommends offers an actions
      - NOT EGA Service Analytics
    - - Data Prism
        
        Fills missing descriptions in meta data and saved in vector
    - - Einstein Segments
    - - Einstein for Formulas
      - Agentforce for Developers