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Every company wants to improve
its relationships with customers.
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And AI, along with their trusted customer
data,
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has so much potential for doing just that.
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But hey, I get it.
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It can be really hard
if you don't know where to start
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or how to set up your company for success.
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Luckily,
that's what Salesforce is all about.
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Salesforce
pioneered the first ever cloud based CRM
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and today is the number one A.I.
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CRM in the world.
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Okay, well, wait a second.
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Not sure what CRM is.
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Well, you know, I got you here.
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CRM stands for Customer Relationship
Management.
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It's basically a system that manages
your customer data and gives every team
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in your company is the use tools that
help them take action.
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We're talking tools
for sales, service, marketing, commerce
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and even industry specific ones
like financial services and health care.
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Now, Einstein q is the full portfolio
of Salesforce products that brings CRM.
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AI, data, and trust
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together on one integrated platform
with Einstein 1.
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You can increase employee productivity
and improve customer relationships
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by personalizing every interaction,
which leads to better business results.
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Now, let me give you some examples here.
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For marketing, you can do something like
identify target audiences
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and build a customized journey
and launch a campaign for sales.
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You can see every deal in detail
and prioritize leads
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that are most likely to buy.
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And for customer service, you can provide
immediate support on any channel.
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We like to say
these tools are better together,
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with everyone
working together on the same platform.
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Your service teams can see every customer
interaction in sales, marketing
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and commerce, and sellers can see
if a customer has open support cases
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or if they've engaged with any marketing
activities like emails or your website.
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Everyone gets a 360 degree
view of every customer,
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and that is what we call a Customer 360.
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No matter what size, stage or industry
your business is in.
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You can create your own customer
360 and unite all your departments
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around a single shared
view of your customers.
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These days, companies
need CRM to be successful.
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But with AI,
you can get even more value from it.
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It's like a power up that helps you do
everything easier, faster and better.
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But using AI won't really help
if your apps aren't integrated
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and your data is siloed,
or if you're relying on public
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AI models alone to help
you build a successful future.
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In AI, Salesforce addresses
all these problems head on and how?
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Well, first
you've got to get your data together.
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Listen, AI only works
if it can access relevant data
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about your customers and your business.
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So to enrich your CRM and take action
on your data faster, you need a data
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engine that connects your customer data
from a variety of sources.
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Now, as a Salesforce user,
you'll enter data like accounts,
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contacts, leads and cases.
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But the customer profile
you're adding these interactions too,
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can be so much more powerful
when it has data from other systems too,
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like how your customer
has been interacting with your website
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or using your products.
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That's where Data Cloud comes in.
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Now, Data
Cloud connects data to Salesforce,
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so it's readily available in apps
that marketers, salespeople,
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customer service reps
and more use every day.
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And that goes for external systems
outside of Salesforce, too.
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I mean, today
the average company uses over
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a thousand different apps
to track a single customer.
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It's impossible
to create connected experiences
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for your customers
and actually use your data.
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If all these systems don't
talk to each other.
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But Salesforce has a library of connectors
that let you integrate even more
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apps and data into Salesforce no matter
where you have it stored or what format it’s in.
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And if you want to see and understand
your data visually.
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Salesforce has solutions
anyone can use to create
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charts, graphs
and other visualizations too.
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Now, these data solutions are all designed
to help you bring your data together.
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Use the apps
you want, and take action on data faster.
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Now, after unifying your data,
you can harness the power of metadata.
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Metadata
basically provides context for your data.
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Now, without getting too much into it,
think of metadata as a common language
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for all the data across
all your Salesforce apps
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when they all speak the same language.
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You can customize them quickly and easily
and get this.
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Any metadata tools
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you use can be set up without code
and is instantly available in any app.
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Metadata also helps and I understand
what kind of data it is,
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how it's used and how it's related
to other data in the system.
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So it basically raises AI’s IQ.
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Yeah, good brain thinking.
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Now, together,
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data and metadata enrich your CRM,
so you have more automation opportunities,
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richer customizations, smarter AI,
and so much more.
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And that brings us to how
you can scale easily and securely across
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your business to create better customer
experiences and improve business results.
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Like I said before, using public
models alone that just won't cut it.
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They pool information from the internet,
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don't know your customers
and this is really important.
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They can retain everything you ask them,
which can put your most sensitive data at risk.
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But Salesforce,
they created a trusted A.I.
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called Einstein
that's specifically designed for CRM.
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Fun fact we call our portfolio of products
Einstein 1
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because it's one platform with Einstein,
AI built into every app
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since Einstein AI works across
all your Salesforce apps.
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You don't have to deal with using ten
different apps with ten different models.
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That's why you're able to scale one AI
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across your entire company
quickly and securely.
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Now, when it comes to security,
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you have the enterprise level
data privacy of Salesforce.
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So when you ask Einstein something,
a number of security measures are taken
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to make sure your data is masked
or covered up
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and forgotten by the model
after the output is generated.
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And since Einstein is grounded
in your customer data,
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it's outputs are specific
to your business to it can learn from that
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360 degree view of your customers
and understand what they need.
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And that means your team
members can spend less time
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on mundane tasks and more time on customer
needs.
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For example, sales reps can ask Einstein
to write follow up
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emails for leads and summarize
phone calls and marketing teams.
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They can ask Einstein to generate email
subject lines based on past performance.
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So Einstein knows how to help you
deliver success for all your customers,
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right in the flow of work.
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And when I say right in the flow of work,
I mean you have an actual
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conversational AI Copilot built
directly into your apps.
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It's one persistent copilot
that works across every Salesforce
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app, which means it can see data
across every department.
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It's always ready to answer questions
and summarize convos
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with a click of a button.
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Let's look at our sales example again.
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And if a sales rep asks Einstein
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to identify their top leads to follow up
with, Einstein can do that.
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But it can also see that one of those top
leads has an open customer service ticket
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and it can alert that rep to make sure
they help get it resolved a.s.a.p.
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Now this A.I. copilot even works with Slack, a.k.a
the ultimate productivity booster.
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You can search for answers in your Slack
channels, summarize information
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and update your CRM records
all without leaving the flow of work.
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Right. Pretty amazing.
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Now, these are just a couple of examples
I say can also help you build
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automated workflows and backend processes
across Salesforce and any system.
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Now, you might be wondering
how all this is even possible.
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Well, all the tools and apps
we talked about are built on the Einstein 1 platform
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Think about the Einstein
1 platform as the technical layer
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or the foundation of the whole Einstein
1 portfolio.
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It's one customer platform
for your entire business
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that brings intelligence
automation, low-code
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app development, and more to every team
member in your company.
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No I.T. degree required.
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Now the Einstein
1 platform makes your data A.I.
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and customizations work
seamlessly across every app you use,
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and that means it can help you
move faster.
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Take action on all your customer data
and pull ahead.
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In this A.I. revolution.
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All right.
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So if you want to have a bright future
in A.I.
00:08:26
to make your business
more integrated than ever and to connect
00:08:29
with your customers in a whole new way,
in all starts right here, right now.
00:08:34
Head to Salesforce.com now
to learn new skills for free on Trailhead
00:08:38
Network with other trailblazers, join
an inspiring in-person
00:08:42
or digital event and see how Salesforce
customers are driving customer success.
00:08:46
Thanks so much for watching
and we'll see you next time.
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