Einstein Analytics for
Service Cloud

Einstein Analytics for
Service Cloud

Introduction

Industry

Legal Service Industry

Products

Einstein Analytics
Service Cloud

Capabilities

Build and Implement

Our Client is a Law firm which onboards Lawyers and Clients/Customers under them. They have their website, and through a web, they get data in Salesforce to the case form. We had to set up Service Cloud And Einstein Analytics to make their Management System more efficient and effective and add knowledge articles to manage their cases and give better customer service to their customers.

Project Challenges

Project Challenges

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Following are the challenges which they were facing:

  • Difficulty in managing knowledge articles as the number of Cases and Knowledge articles is huge in numbers: As there are multiple cases that are stored and it becomes difficult to find the best knowledge article for the case at the required time so it becomes difficult and takes a good amount of time and effort to find the best article to solve an issue/case.
  • Difficulty in managing customer service via Chat: When a customer tries to make some inquiry via Chat, the support team has to think, research, and frame a message according to the inquiry, which takes time and may result in customer dissatisfaction.
  • Difficulty in Case Classification: There are multiple types of cases that get registered in huge numbers, so the Internal team faces problems in classifying the type of cases.
  • Difficult to understand customer behavior: The internal teams face difficulties in understanding customer behavior, and even if they try to do so, it is a time-consuming process.
  • Solving customer inquiries via various platforms: Using many platforms such as (Facebook, Whatsapp, SMS) is a difficult consuming process if done manually as we can receive multiple requests simultaneously, resulting in delays in replies is an expensive process.
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Project Solutions

Project Solutions

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We implemented the following solution to overcome the above challenges for our client

  • Integration of Einstein Analytics: We integrated Einstein Analytics in their Salesforce and used Einstein Article Recommendations, and built an AI model using a simple, three-step wizard by their past/previous cases. The model learns what Knowledge articles helped agents solve cases in the past to recommend articles to help resolve new cases.

Project Results

Witness the increase in productivity and reduction in time upon successful delivery of the project.
Improved Customer Management by
65%
Improved Customer Service by
60%
Decreased workload by
40%
Improved Customer Understanding by
40%

Client Review

The Team is Consistently Professional
The team is hardworking, creative, and provides quality solutions in a timely manner. The team has shown high level of knowledge and skill throughout the development process.

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