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Salesforce Einstein Automate / Flow Orchestrator Review

Summer ‘21 seems to be a big release for automation (especially Einstein Automate). I’m like a kid on Christmas morning checking it all out!

One feature I’m impatient to unwrap and get my hands on is the new and shiny ‘Flow Orchestrator’ (Pilot). I can already tell that this is set to be my new favourite feature when it becomes generally available.

 

So what is it?

Salesforce has introduced Flow Orchestrator within its ‘Einstein Automate’ suite of features. It smooths the user and customer experience, through combining data from multiple sources with powerful automation and AI.

 

What are the Einstein Automate features?

Here’s the current summary from Salesforce which shows in a nutshell what sits within Einstein Automate:

"Features

 

The point of Einstein Automate is to make it simpler for businesses to ‘go digital’ quickly and smoothly. And offering the best possible experience for customers and users.

 

My understanding is that it is not a single product purchase to acquire these features but a set of features that have been designed to play nicely together. If you have an org that is on Enterprise Edition or above, you can play with most of these right now. The exceptions are Mulesoft Composer and OmniStudio. You’ll need to speak to your Account Executive to discuss pricing for these.

 

Flow Orchestrator

Back to (Midsummer) Christmas morning – the newest element in the list is Flow Orchestrator and it is currently still in pilot (so not available to those not on the pilot programme).

Don’t be deceived by its very short description in the list. I believe this could be a game-changer for admins out there who are working with multi-user interactions to get a process done.

Salesforce says:

Built on Salesforce Flow, orchestrations can replace your existing approval processes and workflow-powered task chains. You can create multiple screen flows, one for each approval or task, and then create an orchestration that binds them together into an automated list customized to match your business processes.

Flow Orchestrator also simplifies your Lightning pages by only showing users the flow in the step that’s currently assigned to them. You don’t need multiple flow components on a single Lightning page. A single Flow Orchestrator Work Guide component displays the relevant flow to the correct user when it’s needed, no matter which orchestration it comes from.”

Image credit: https://admin.salesforce.com/blog/2021/introducing-flow-orchestrator-unify-your-complex-business-processes-without-code

I love the term ‘orchestrator’, it conjures up images of a conductor directing an orchestra of different instruments and players each contributing to the overall tune in their different and essential ways. Think of the customer (paying audience member), yourself (the admin/conductor), flow elements (the instruments), users (the players) all on the stage of Flow Orchestrator (The Albert Hall) contributing to the harmony of a beautifully constructed process!

 

Image credit: https://admin.salesforce.com/blog/2021/introducing-flow-orchestrator-unify-your-complex-business-processes-without-code

 

Possible Use Case For Flow Orchestrator:

Let’s say a customer has filled in a form on your website and this in turn has created a record in Salesforce with the basic information about their request. A record-triggered flow orchestration has determined that a customer service rep needs to call and clarify some details.

Lizzie is assigned a step within the orchestration. This guides her through a screenflow of questions which will fill in the required details for this part of the process. Lizzie receives a notification directing her to the work guide in the new record. Since Lizzie is assigned to this work step, it is not visible to any other user looking at that record.

Lizzie can get started immediately because the work guide displays the flow. She calls the customer, talks through and updates the record details within the flow and adds her own comments. This screenflow assigns Lizzie’s comments to an output variable ‘CustomerServiceCommentsOutputVar’ against the completed flow step that can be used later in the orchestration. The work on that record is done. There are no further tasks for her in the work guide at this point.

Now that Lizzie’s step is complete, the Orchestrator sees that it can resume and evaluate what needs to happen next. The details filled in by Lizzie revealed that the customer needs to return a product for refund. The orchestration flow determines that a return of this product requires authorisation from Finance. As a result, a new step is started which is an approval screen flow, and assigned to Danny. This flow has an input variable ‘CustomerServiceCommentsInputVar’ and we set up this step to pass the ‘CustomerServiceCommentsOutputVar’ into it. When Danny goes to the Salesforce record, he immediately sees what he needs to approve in the Work Guide component along with the customer service comments from Lizzie.

You probably got the picture by now. I know I have only scratched the surface so far. I can’t wait to dive deeper to really test what Flow Orchestrator can do…

 

[Written by Val Southern]
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AI Ethics and More Partner News! – Phil’s Salesforce Tip of the Week #442

AI Ethics

As I am sure everyone has heard, Salesforce have been making a big push into AI over the past 5 years through the Einstein product line and acquisitions. As part of this, it is fair to ask about AI Ethics – “how do we know this is all being used for good?” This becomes even more pressing a concern when you see how Salesforce has worked to help organisations and governments with contact tracing throughout the pandemic.

AI Ethics - Paula Goldman, Chief Ethical and Human Use Officer, Salesforce

Paula Goldman, Chief Ethical and Human Use Officer, Salesforce
Image: Salesforce

ZDNet have a great interview with Paula Goldman, Chief Ethical and Humane Use Officer for Salesforce covering all these questions and more. It is a really interesting read I highly recommend. For those wanting a deeper dive, Salesforce have an entire page dedicated to AI Ethics. The page showcases their AI Ethics Principles and commitment they adhere to. It also contains links to a number of blogs the Salesforce team have written about the ethical use of AI within their products.

More Partner News!

There is much more partner news this week as a series of mergers have occurred. Congratulations to:

Remember if you have enjoyed this week’s tip to sign up for the weekly email, direct to your inbox here!

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Salesforce Einstein Analytics and Discovery Consultant Certification Tips

Over the past few years I have worked numerous times with Salesforce Einstein Analytics (now Tableau CRM) and always wanted to get pass the Salesforce Einstein Analytics and Discovery Consultant Certification but never had the time. I found myself with a a couple of days free before the Christmas holidays with nowhere to go, so I set about getting myself certified. As a slight spoiler, I passed, here are a few things I found helped me to achieve the certification. Note I will use the old name “Einstein” throughout this post to match the exam.

Don’t forget to check out the Cloud Galacticos Salesforce Certification Help page for info on other certs!

 

Before We Start – What Even is Einstein?

 

Einstein

Firstly, I want to just clearly define what is being discussed here. In this blog I am referring to Salesforce Einstein Analytics (now known as Tableau CRM) and the related Discovery tools. Einstein is a fairly catch all term with Salesforce now and so it can be confusing. This exam and certification focusses on these products specifically and not any of the following:

  • Next Best Action
  • Bots
  • Language
  • Vision
  • Prediction Builder

 

Salesforce Einstein Analytics and Discovery Consultant Exam Format

There are 60 multiple choice questions that are scored with 5 non-scored questions, with 90 minutes to complete. The passing score is 68% or 41 marks. The key areas covered in the exam are:

  • Data Layer – 24%
  • Security – 11%
  • Admin – 9%
  • Analytics Dashboard Design – 19%
  • Analytics Dashboard Implementation – 18%
  • Einstein Discovery Story Design – 19%

Of all the Salesforce exams I have taken this is one of the more evenly distributed in terms of material so make sure you cover off all of the areas thoroughly. The exam also covers a lot. Einstein Analytics and Discovery/Tableau CRM is a full platform rather than just an individual product and it shows.

 

Study Resources

If you really want to get really detailed information on everything to do with Einstein then the best place to go is the Salesforce Blogger site where Rikke Hovgaard and others share an absolute ton of tips, tricks and information. A few of the Galacticos team enjoy the blog and even if you have passed the exam I would highly recommend reading through it.

Trailhead has got lots of great trails and resources for you including two very detailed superbadges. I haven’t done the superbadges all the way through. However, they are extremely detailed and completing them will surely ensure you are ready.

Salesforce Einstein Analytics and Discovery Consultant superbadges

I also took one of the Trailhead Academy courses for Tableau CRM, namely the ANC301 course as a refresher as I was familiar with the tool. The course was a really good 3 day deep dive into building out dashboards and managing data. If you have the chance, I would highly recommend attending a course to help prepare you as they contain a lot of detailed info and allow you to ask questions of an expert. As a disclaimer, I do teach some of the developer courses for the Trailhead Academy, but love attending them regardless.

 

Salesforce Einstein Analytics and Discovery Consultant Certified!

 

Salesforce Einstein Analytics and Discovery Consultant Certification

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Trailhead Go – Phil’s Salesforce Tip of the Week #420

This week’s top tip is the release of the Android version of Trailhead Go.

Finally there is an Android version of the Trailhead App, so you can learn whilst you are commuting (no, WFH), maybe whilst you are killing time at the airport (2019 only), well…maybe whilst your laptop is rebooting!?

Trailhead Go for Android

Trailhead Go

In other news…

Tableau CRM

This week it was announced that Einstein Analytics will become Tableau CRM. Here is a thorough article that covers the news from this week’s Tableau conference. “Tableau CRM will provide an integrated analytics and AI experience within Salesforce’s CRM workflow and be a key part of Salesforce Customer 360”.

Rumours are that there is more rebranding to come…

Take a Break!

Thanks to Ben Duong our Head of Marketing, who shared this article within the Galacticos team this week. We have all been doing our best to keep in contact with each other, both for getting work done, but also keeping our friendly work relationships going strong. But there is always more that can be done, and this article gives some good pointers, which after 6 months may have gotten left behind a bit.

We have a weekly ‘Coffee break call’, where we all jump on a Zoom chat, cameras on, and talking about everything EXCEPT Salesforce! In 6 months of Covid, we have probably missed dozens of chances to catch up in person and just chat. Community events, after meetings, travelling between meetings, lunches, curry nights…so it is good to try to fill that gap, even just a little bit.

 

Don’t forget to sign up to the Tip of the Week!

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New Marketing Cloud and Tableau Features – Phil’s Salesforce Tip of the Week #409

Salesforce announced a set of new features this week for Marketing Cloud, Tableau and Pardot to help marketers with enhanced AI and analytics.

Evergage is now Interaction Studio

Evergage, which Salesforce purchased earlier this year, is now rebranded and integrated as Interaction Studio. This replaces the previous Interaction Studio tool within Marketing Cloud with a greater breadth and depth of features.  Some of the new features include:

  • Einstein Personalization Recipes: Enabling marketers to build and manage AI-powered recommendations to deliver the most appropriate and relevant content and products for each customer based upon their characteristics and affinities in real-time.
  • Einstein Personalization Decisions: An enhanced continuous learning algorithm that brings together a broad range of data about each web visitor to suggest an appropriate next best action, offer, or experience across all channels instead of relying upon rules alone.
  • A/B/n Testing: Allow a broader range of A/B tests against a number of different experiences on multiple channels and enabling you to measure results across revenue, click-throughs, conversions and average order value.

Evergage is now Salesforce Interaction Studio

New Pardot Enterprise Features

Pardot Enterprise has been updated to include 4 new key features for Account Based Marketing:

  • B2B Marketing Analytics Plus: Quickly sift through data from multiple first and third-party sources using AI to help marketers understand which Pardot campaigns performed best, why they performed in a particular way, and predict how campaigns will perform in the future.
  • Einstein Attribution: Using AI-based marketing attribution analysis within reports and dashboards to more accurately assign revenue credit throughout the customer journey.
  • Pardot Business Units: Manage multiple corporate and regional campaigns across brands, geographies and defined segments whilst still having a single global view.
  • Developer Sandboxes for Pardot: Admins and developers can now use sandboxes to test, audit and configure in an isolated environment.

Updates to Pardot

Datorama Data in Tableau

Finally, a new Datorama integration for Tableau is available to help marketers optimise how they are using their budget. There are a series of features including:

  • Automated Marketing Data Integration: Point and click based integration for over 150 marketing and media API connectors and dynamic marketing data modelling
  • Real-Time Marketing Insights: Simple and intuitive views of spend, performance, and business outcome data in Datorama
  • Marketing Data Exploration: Use of Tableau’s self-service data exploration, analysis, and visualization tools for deeper analysis

Tableau Updates

In other news…

Salesforce and AWS announce Service Cloud Voice

Salesforce and AWS announced this week the launch of Service Cloud Voice, an integration between AWS Amazon Connect and Salesforce Service Cloud that makes servicing across a number of digital channels much easier.

So long Einstein Voice

Salesforce have announced the termination of Einstein Voice Assistant, a fairly recent announcement. VentureBeat have a good writeup of the reasoning here which is worth a read.

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Einstein Recommendations in Trailhead – Phil’s Salesforce Tip of the Week #405

Salesforce announced this week that Trailhead has been upgraded with Einstein Recommendations for Trailhead. This is an integration of Einstein into Trailhead to drive personalised recommendations for Trailblazers to enhance their learning experience.

Einstein Recommendations for Trailhead

This is a really exciting addition, I’ve written about Trailhead a lot on this blog and I am a big fan. The recommendations will improve the more you use it, which hopefully means it will get to know me better as my first recommendation was “Salesforce User Basics”!

Other News…

Maintenance

Salesforce will perform planned maintenance on the Trailblazer Community, Events, and the IdeaExchange tomorrow (Saturday). The maintenance will take place from 13:00 UTC on June 27 to 03:00 UTC on June 28 (6:00 a.m. to 8:00 p.m. US Pacific Time on June 27). During those time periods, those sites will be unavailable, and users will be unable to access them.

New Book Recommendation!

Congratulations to my good friend Sharif Shaalan on the publication of his new book! You can see more details and buy it here. We have a lot of book recommendations you can view here (which we will add this one to!)

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#348 London World Tour Highlights, Einstein Voice and Trailmixes

London World Tour Highlights

Tip 1 – London WT Highlights

Yesterday was a great event in London, with 12,000 people filling the Excel centre for a packed day of ‘all things Salesforce’. Click here for the highlights & videos.

Einstein Voice

Tip 2 – Einstein Voice

One new addition to the Keynote was the demo of Einstein Voice, where you can use your voice to speak to Salesforce, and Einstein can make suggested updates to records, book activities, etc. Click here for details or here for a short Trailhead module on it.

Trailmixes

Tip 3 – Trailmixes

Two of the Keynote demos have related Trailmixes, here is one for Pink, and another from the Barclays demo.