Salesforce AI Tools to Use Before Investing in Agentforce

Agentforce is undoubtedly Salesforce’s “new shiny object,” but it first requires a significant investment in your Salesforce instance. Before jumping right in with Agentforce, it’s worth looking into the many AI aspects in Salesforce that are easier to take advantage of without having to buy any new licensing.

But let’s take one more step back: Before looking at Salesforce’s AI tools—or, really, any AI tools—you need to figure out what problems you’re trying to solve. Where are your employees spending a lot of their time doing mundane, repetitive things? Where could AI help save time in that work? Adding AI to existing flawed processes won’t make your company more efficient or effective, but understanding how AI fits into your overall workflow will.

Once you know your pain points, you can start looking at how Salesforce’s AI tools can help relieve them. Here’s a list of some options in Sales Cloud and Service Cloud.

AI Tools in Sales Cloud

Einstein Lead Scoring

This tool looks at different attributes of past leads stored in your Salesforce instance and their outcomes. Then, it creates a predictive model that can suggest or predict the likelihood of a new lead to convert.

For example, it might say “Your leads in Massachusetts have a more than 80% conversion rate, so this lead in Boston is likely to convert.” Perhaps the model learns that certain industries convert better, or leads in a certain dollar range do.

Whatever the details, Einstein Lead Scoring will find those indicators and suggest the leads you should spend most of your time on. It’s important to note that Salesforce will make a recommendation on what you should do next, but it will not do the work for you.

Einstein Opportunity Scoring

This tool follows a similar process as Einstein Lead Scoring—Salesforce will look at historic opportunities to create predictive models. The model will say, “These attributes typically result in a closed sale, so based on what you’ve put in, this opportunity has a high likelihood of closing.”

Einstein Opportunity Scoring may make additional recommendations, such as “Including this product in the pitch will increase your likelihood of closing,” or “Changing the dollar amount from X to Y will increase your chances of closing.”

Sales Emails

This tool helps you write the next email in response to the customer. It will look at previous emails you’ve written in this Opportunity and draft an appropriate email to send to the prospect.

The Sales Emails tool is a great way to accelerate your prospecting with follow-ups and outreach. But remember: Although it will write the email for you, it will not send it.

Call Explorer

Depending on the telephone service you use, Salesforce can listen in on your phone calls and understand what’s being discussed. It can gauge the sentiment of the phone call (i.e., was it positive or negative?) and use that information to suggest your next actions.

For example, if the tool reports “It seemed that this person was very price-sensitive in the call,” that could inform how you approach that topic in your next conversation.

Sales Summaries

This tool allows a sales representative to understand the state of any deal given all the information available and predict whether it will close. It’s also useful for sales managers to quickly check on how different opportunities are progressing.

 

AI Tools in Service Cloud

Service Replies for Email

This is similar to the Sales Emails tool listed above. It will look at all of the information related to the case and draft an appropriate email response.

As with Sales Emails, this tool will write the email, but the user must send it.

Einstein Reply Recommendations

This tool uses natural language processing to analyze common replies in historic chats. It then creates a catalog that can shorten the time agents spend answering service questions. You can train the model to personalize those messages in your feedback.

Call Explorer

This is similar to the Sales Cloud Call Exploration tool in that, depending on your telephone provider, Salesforce can listen to your call. But instead of providing feedback after the fact, Call Explorer can give an indication of the conversation temperature and make suggestions for the agent’s response as the call is happening. Call Explorer draws not only from the call’s content, but also any other information in the system about the case, including other calls, emails, and bot chats.

Work Summaries for Voice, Email, and Chat

These tools summarize an active conversation when accepting a case from a bot or during a transfer from an agent. Supervisors can respond to escalations faster thanks to real-time summaries directly in the flow of work. This saves agents and supervisors time so they can focus on delivering high-quality, personalized service.

Case Classification and Routing

This tool reviews the contents of an email or call from a customer to determine the type of case and to whom it should be routed. For example, if the email involves language about pricing, the Case Classification and Routing tool would route it to the billing department. If the email focused on a technology issue, the tool would route it to the user support team.

Einstein Article Recommendations

This tool leverages machine learning to review a case’s details and find relevant knowledge articles. It can then recommend the right articles for an agent to review to understand how to respond to a case.

Einstein Case Wrap-Up

This tool allows users to easily set up and deploy a predictive model that can produce summary reports of all cases. These are useful for service managers who need to get a quick grasp of what happened over the course of a case.

 

Which Tools Are Right for Your Company?

There are a few things to keep in mind when considering these tools:

  • Although these tools do not require you to have Data Cloud or Agentforce, they may require other features such as Activity Capture, Knowledge, or Service Cloud Voice.
  • Some of these features are available through Foundations, but not all.
  • These tools must also be properly configured in your Salesforce instance—which may or may not be something your company can do on your own.

If the AI features of Salesforce are tools your company is looking to leverage better in 2025, we’d love to have a conversation with you. Our DCS team is knowledgeable about each of these tools and can help you determine which features and configurations can best meet your goals.

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