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Tuesday, November 5, 2024

Begin with Salesforce in a focused way

 

Motivation behind this


"How to start knowing about Salesforce?" it's a big question whether a college student wants to know about Salesforce or an experienced non-Salesforce techy wants to explore Salesforce and most importantly from where we can start?
Honestly, Trailhead is a platform to refer with, but candidate will get lost too to begin with. Hence, potentially will loose interest.
Hence, objective of this post is, how a person can spend a week time to get it accustomed with Salesforce landscape before even deep-dive to a particular area.

Sharing my tips to begin with step by step.


Topics


1. Salesforce Explained:

Let's focus on: What is Salesforce? What is Trailblazer? What is Salesforce Admin? What is Sales Cloud? What is Service Cloud? What is Marketing Cloud? What is Commerce Cloud? How to use AI



2. What is CRM and how does it work:



3. Salesforce CRM Demo:


https://www.salesforce.com/in/form/conf/salesforce-crm/


4. Customer 360: 
    


5. Sales Cloud Demo: 




6. Find simple solutions for sales, service, and marketing: 



7. Deliver service in a whole new way with AI + Data + CRM



8. Salesforce Platform Overview



9. Salesforce Product Capability


10. Salesforce Platform Basics



10.a. Salesforce Platform Multitenant Architecture


Good to know, otherwise skip for time-being.

Until now, you have learned about Salesforce, how CRM works, Customer 360, demos about Sales Cloud, Service Cloud and also platform capabilities. Let's learn about how data visibility works.

11. Who sees what series

This is one of most important video series among all. Foundation of data sharing is most important.


Till this point, you have understood Salesforce through videos without getting bored or by bookish way. Lets understand basics from Trailhead.

12. Sales Cloud Basics


13. Service Cloud Basics


As there are so much talks on Data Cloud, lets have a quick look from my blog post.

14. Data Cloud Basics


During Dreamforce 2024, its all about Agentforce. You can't skip this.

15. Agentforce Basics



And, your starter journey up to this point is incomplete unless you create your first agent.

16. Build your first agent:


Don't worry about free Developer Edition Orgs for your hands-on. Here is this link.
You can create as many orgs as you want.

Next Steps

Now you can register for Journey2Salesforce program who has guided path for Admin and Developer role.

Unless you have a fun, you cannot learn. I have tried to give a guidance on fun way of learning.

Happy Learning!

Further Reading

at 1 comment:

Wednesday, October 2, 2024

Dreamforce 2024 Takeaway - My own way

 

Motivation behind this


This is my fourth Dreamforce experience and second time after receiving Salesforce MVP Hall of Fame title and thanks to Salesforce for providing free full conference pass for MVP and specials thanks to Concentrix Catalyst for giving an opportunity to attend this event.

During my attendance, I have gathered some technical piece of information which I thought of sharing those. Hope those are not subject to copyright for sharing as it is.

Announcements 


Here is brief of Dreamforce Announcement at a glance. For more information, refer following links:

Highlights


Here is the list of highlights and announcements we heard during Dreamforce and it will be available as per the timeline given by Salesforce.


Click on the above picture to view in better way.

Event Details




1-1-1 Model



Agentforce everywhere at Dreamforce


Agentforce is the biggest announcement during Dreamforce. Here are few slides I have captured during Dreamforce.














Attending Salesforce MVP Hall of Fame Ceremony


I am thankful to Salesforce for giving me opportunity to attend the ceremony with other fellow MVPs.




Trailblazer India Community Gatherings





Sharing moments with my Concentrix colleagues and Event



Unforgettable moments



And there are much more.

Overall it was a memorable experience for a life time. 

Further Reading

at No comments:

Wednesday, September 11, 2024

Tips for passing Salesforce AI Specialist Certification

 

Motivation behind this


Salesforce has come up AI Specialist on 9th Sept,2024, which is next level to AI Associate certification. As Salesforce is talking about AI + CRM + Data Cloud all over, which drives me to brushing up the knowledge on this area and successfully pass this certification on the launched day. 
In addition to that, it is the 40th certification in my Salesforce career. Special for me!

Sharing my tips to prepare and pass this certification for trailblazers.




Exam Outline


Content: 60 multiple-choice questions
Time allotted to complete the exam: 105 minutes
Passing score: 73% (44 answers to correct)
Registration fee: Free $200 plus applicable taxes as required per local law
Retake fee: $100

Happy to see me passed.



Topics


Below are the topics for AI Specialist exam.


Preparation



2) Enablement Series:

Exam Structure


For each question there are only 3 options and only one option to choose. As there are no multi-choice answers, so it will be less confusing on choosing the answers.

Few Important points to cover for exam


Though this certification doesn't have any pre-requisite, but clearing AI Associate certification would help to build the foundation.

Einstein Trust Layer (15%)





Prompt Journey
  • Prompt : which comprise of clear instructions, contextual information, and constraints help which is being sent to LLM.
  • Secure Data Retrieval with Dynamic Grounding: 
    • Relevant info from Salesforce Record is merged with prompt template
    • Respects user permission, role hierarchy based access, field level security
  • Data Masking: Sensitive data is masked, it supports multiple regions & languages
  • Prompt Defense: System policies help limit hallucinations and decrease the likelihood of unintended or harmful outputs by the LLM.
Response Journey
  • Secure LLM Gateway: Prompt to leave secure trust boundary by passing through the Secure LLM Gateway to connected LLM.
  • Zero Data Retention: Salesforce partnered with Open AI and Azure Open AI to enforce the policy:
    • No data is used for LLM model training or product improvements by third-party LLMs.
    • No data is retained by the third-party LLMs.
    • No human being at the third-party provider looks at data sent to their LLM.
  • Toxicity detection and demasking: It removes toxic, hateful, violent, sexual, identifiable, physical, and profane responses. It dehydrates same tokenized data.
    • Toxicity scoring: Toxicity scores are logged and stored in Data Cloud as part of the audit trail. The score for safety category ranges from 0 to 1, with 1 being safest.
  • Auditing: 
    • Prompts, responses, and trust signals are logged and stored in Data Cloud.
    • Feedback can be used for improving prompt templates.
    • Provides pre-built reports and dashboards for analysis.
There are questions on all the points mentioned above and it covers 9 questions.

Generative AI in CRM Applications (17%)


Sales AI


Sales AI unique as it is built on 4 guiding principles: Trust, Relevance, Security and Ecosystem

Here are key features:
  • Prepare with Einstein Copilot: for meetings by researching prospects, summarizing records, and delivering recommendations for planning your day. It provides selling guidance and close plans, auto-updates CRM data, and more.

  • Create AI-powered generative emails: auto-create personalized and impactful emails at scale for prospecting, following up on meetings, and sending proposals. 
  • Leverage AI-powered call summaries and call support: Your reps save time, improve follow-up, and make every interaction count with AI-powered insights, summaries, automated follow-ups, and sales signals. Sellers are provided with key mentions, transcripts, and action items automatically from recorded calls. 
  • Build data foundation: Use automatic activity capture, opportunity and lead scoring, predictive forecasting, account insights and deal insights to make data-driven decisions.
  • Coach Sellers:  Provide instant and actionable feedback through immersive simulations and personalized coaching programs.
  • Guide selling and grow relationships: Use propensity to buy, next-best opportunity, and product recommendations alongside relationship maps, recommended connections, and email insights to sell the right solution to the right person at the right time.
I have prepared this below picture for better understanding.

Sales AI Capabilities (prepared by Santanu Boral)

For exam, pay attention to how to prepare sales emails from "Draft with Einstein", Call Explorer, Einstein Conversational Insights, Activity Capture, How to prioritize opportunities with the help of Einstein.

Service AI

Here are key features:


For exam, pay attention to following at-least:

  • Einstein Case Classification: Predicts field values like Priority, Reason, or Type for classifying incoming cases based on the text a customer presents in the case Subject and Description.
  • Einstein Work Summaries: Drafts a summary, issue, and resolution using generative AI, based on a Chat conversation between an agent and customer.
  • Einstein Case Wrap up: Lets chat agents complete cases fast, with greater accuracy and consistency.
Check, what is the difference between case wrap up and work summaries.
  • Einstein Conversation Mining: Transforms conversation data into service insights and builds bot intents.
  • Einstein Service Replies: Drafts and recommends fluent, courteous, and relevant replies using generative AI for your agents to review, edit, and post.
  • Einstein Reply Recommendations: Analyzes chat transcripts to recommend relevant replies during chat and messaging sessions.


Prompt Builder (37%)


There are almost 22 questions covering this area.

Prompt are the detailed instructions that helps LLMs generate great output.




Prompt Definitions



Lets take a look how prompt looks like:


Best Practices for designing effective prompt:

  • Be clear and concise
  • Include context and directives
  • Consider output
  • Provide Example response(s)
  • Break up complex tasks
  • Experiment and Refine


Prompt Template Types:



 There are questions on each template types and scenarios on when to use it.

Read Prompt Builder Basics on each prompt template types.

Here is example of prompt template with secure data retrieval and dynamic grounding.


There were questions on the followings:
  • Standard Prompt templates
  • Ground templates with Salesforce Resources:
    • Record merge
    • Flow merge
    • Apex merge
    • Related list field merge
  • Prompt Builder Limits
  • Prompt Builder Limitations
  • Scenarios of creating Template-Triggered Prompt Flow.
  • Save & Preview of template
  • If the field values are not showing then how to troubleshoot.
  • Saving and versioning of prompt templates.
  • Enabling prompt builder for users


Einstein Copilot (23%)


Einstein Copilot is trusted conversational AI assistant for CRM that’s seamlessly built into the Salesforce interface. It handles questions and requests posed in natural language and provides relevant answers drawn from secure, proprietary company data.



Components of Copilot:



This is most important


Copilot Standard Actions
  • Identity Record by Name
  • Identify Object by Name
  • Query Records
  • Summarize Record
  • Draft or Revise Sales Email
  • Answer Questions with Knowledge



Copilot Testing
  • Think like an user
  • Use dummy data
  • Test on Salesforce mobile
There were questions on followings:
  • Purpose of Enhanced Event Logs
  • Extending Copilot with Custom Actions
  • Standard Copilot Action References

Model Builder (8%)


Einstein Studio
  • Use the model builder to create a new AI model with clicks, not code
  • Connect to an existing AI model in an external platform such as AWS SageMaker, Google Vertex AI, or Databricks.
  • Connect to an existing LLM (Large Language Model) from third parties like OpenAI or Azure



Model Type
  • Created with Einstein models built from scratch in Einstein Studio.
  • Connected models bring in outputs from a model hosted somewhere else such as AWS SageMaker, Vertex AI, or Databricks.
  • Salesforce-Enabled models have been set up for you
Model Capability
  • Regression models predict a number such as currency amount, count, or likelihood percentage
  • Binary Classification model predict an outcome group with two options such as true/false, yes/no, or won/lost.
Also, check the scenario where BYOM should be proposed.

That's all. Hope it will help you to prepare and pass this exam.

Thanks for reading!

Note: The pictures and concepts have taken from Salesforce materials.




at 3 comments: