AI highlights from TrailblazerDX that Salesforce Admins need to know

If you’re a Salesforce Admin, it may not come as a surprise that there’s a disconnect between how leadership teams think they’re training staff on AI and what’s actually happening.

According to a 2023 Upwork survey, 73% of C-suite executives believe their company fully embraces generative AI, which includes training. But when answers are collected from individual team members, that rate decreases, with just 53% of senior managers agreeing.

The takeaway is that if you feel overwhelmed by adapting to AI within Salesforce, you’re not an outlier. And if you missed this year’s TrailblazerDX (which lit a path to AI adoption for Salesforce) we’ve got you covered. 

Christine Marshall, Courses and Community Director at Salesforce Ben, and Brook Lane, Director of Product Management at Affinity, checked in with each other after the event to talk about the Salesforce AI no-code tools that can help Admins break down data silos and deliver new insights to their team. Watch the full conversation or keep reading for the highlights, with timestamps to help you dive deeper at key moments.

Data silos are still a huge problem—but better integrations are breaking them down

Starts at 7:48

As organizations push to see the best results from no-code AI tools in Salesforce, the incentive to clean up and integrate data with more cloud connectivity and app integrations gets even larger. This is why Salesforce has developed the Data Cloud, which fuels their new Einstein 1 Studio.

Data Cloud connects data to the Salesforce app from anywhere, including all Salesforce apps, data lakes and warehouses like AWS, Snowflake, etc. This allows organizations to finally get a 360-degree view of their customers, and crucially, ensures that all AI outputs from tools like Einstein Copilot and Affinity for Salesforce are accurate and relevant to any request.

AI account summaries offer enriched relationship data without the manual data entry

Starts at 10:33

Most organizations are swimming in data, but they’re not using it to its full potential. Ironically, one of the best use cases for AI is the whittling down of vast amounts of information into digestible summaries—something Salesforce has done with its new Seller Home. 

For salespeople who need help prioritizing their outreach, Affinity’s relationship intelligence integration, which captures and analyzes data to reveal often unknown connections within an organization. 

Salesforce Admins know that people’s chief complaint about CRM records is the manual data entry required to keep them updated—activity capture integrations have been working to change this. Tools that integrate with Salesforce are able to collect engagement data from emails, meetings, phone calls, etc. The new generation of AI integrations now compiles and processes that information in one place, without any manual input. 

The result is a comprehensive directory of context and shared connections across all reps. It’s this collection of data coupled with AI that allows Affinity for Salesforce to calculate relationship strength scores, so reps know how to approach accounts for outreach.

Admins can create actionable prompts to save people time

Starts at 14:53

Salesforce’s Einstein 1 Studio is made up of three parts:

1. Prompt Builder—build custom prompts for various workflows
2. Copilot Builder—create custom actions to accomplish specific business tasks
3. Model Builder—build or import AI models

While all three are exciting developments for Salesforce, Admins will particularly love the prompt builder, which allows you to create templated, reusable prompts that can be deployed across your organization. Some examples of useful prompts are:

• Summarizing accounts—listing won or lost opportunities, customer status, open support tickets, etc.
• Looking up customer pricing
• Creating follow-up emails

Prompt Builder and Copilot Builder allow Admins to test their prompts on any account of their choosing, so they can refine them based on real and prioritized account data.

Salesforce AI is aware of each organization’s security model

Starts at 16:37

Let’s say you deploy a great set of prompts and people are using them to save time—the ideal situation for any Salesforce Admin. But then there’s the complexity of permissions; what if someone asks Salesforce’s AI for information and the output returns data that person shouldn’t have access to?

Salesforce prevents this from happening with AI that is metadata aware. Not only is it aware of your data, but it's also aware of your unique business configurations, including your security model. So when a user uses Copilot to ask for information, the AI knows what information they should have access to and, more importantly, what information they shouldn’t have access to.

There was so much about this conversation that we couldn’t fit into this recap, so we encourage you to watch our full conversation here.

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