Build Intelligent Business Processes With Einstein Discovery Inside Flow

Starting in the Winter ’22 release, customers can declaratively invoke their Einstein Discovery predictive models via a?new,?standard Flow Action in order to build more intelligent business processes.

What is an intelligent business process?

Salesforce Flow enables customers to construct and link pre-defined business tasks in an easy to use drag-and-drop interface to form an automated business process. These rules based flows can guide your users through a process like creating a quote, or handling a customer call, or they can be completely automated like routing a case to the correct team or automatically creating an opportunity record when a customer’s renewal is near.?

Now imagine if these processes understood historical trends in your business. For example, when your sales reps are working on building a quote, what if the flow could tell them, that historically, the combination of the product, quantity and discount for their particular type of customer may lead to a low likelihood that the quote will convert? You could create a logical branch in your flow that could recommend slightly better discount. Or you could just guide your users so they know how their discount for this type of customer on this type of product may impact the likelihood of the customer accepting the quote. It could look something like this:

You can add intelligence to you automated processes as well. For example, when your case routing flow sees a new case come in from a customer with a certain profile and a case description with negative sentiment, the flow can check the likelihood that this case might be escalated, and adjust the severity accordingly or make sure it goes to the best team to handle these types of cases. You can take it one step further and only change the ownership if the negative sentiment in the description is a leading indicator of the prediction escalation likelihood. Additionally your flow could send an alert to the account team so they are aware of the situation.?

The record triggered flow could look something like this:

How does this work?

1. Adding intelligence into your Flows starts with building an Einstein Discovery model inside Tableau CRM. New to Einstein Discovery? You can check it out in more detail?here, then take?this trail?to build out your first model.?
2. Once you have built, validated and deployed your predictive model, you can connect it to your Flow by adding an Action element. Just choose the Einstein Discovery category then select your model from the drop down
3. The model will require some inputs to make a prediction. These inputs could come from a record, or via calculations done within the flow.
4. Use the results of the prediction downstream in your flow