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Role of AI in CRM and Cloud Applications

The power of the Salesforce platform is its ability to build applications declaratively using clicks and not code. The Salesforce App Cloud platform provides workflows, process builders, analytics, and many more declarative tools for admins to build applications, and Salesforce Einstein embeds an AI seamlessly across various cloud offerings of platforms such as sales, service, marketing, community, analytics, commerce, App Cloud, and IOT Cloud. This chapter shows how administrators can declaratively add the power of AI into applications without the need for data scientists. Traditionally, for most companies, bringing AI to the business process was too hard. Itâ€™s complex and requires infrastructure and skills that most companies donâ€™t have. Einstein simplifies all those complexities.

The aim of this chapter is to take some examples from each of the cloud offerings and see how AI is incorporated into these offerings, which in turn is making applications smarter and more predictive. If you are a Salesforce administrator, you might find the information useful, while developers can read to get an overview of what features are already baked into the platform.

In this chapter, we will cover the following topics:

Sales Cloud Einstein offerings
Community Cloud Einstein features
Marketing Cloud Einstein features

Please take a note that most of the features that we will discuss in this chapter are in GA, while a few might be in pilot, and theÂ SalesforceÂ safe harbor statement appliesÂ ( http://investor.salesforce.com/about-us/investor/forward-looking-statements/)Â for any forward-looking statement in this chapter. The last information on pricing can be found atÂ https://www.salesforce.com/content/dam/web/en_us/www/documents/datasheets/cheatsheet-spring-2017.pdf.