The Weekend Picklist ? Salesforce Prompt Studio, 7 Sales GPT and Service GPT New Capabilities, and ChatGPT Mastery for Salesforce Professionals Course

Every weekend, we’ll be delivering our top headlines – highlights from the previous week for you to enjoy with a cup of coffee!

1. A First Look at Salesforce Prompt Studio: Every Admin is a Prompt Engineer

Salesforce have announced Prompt Studio, which will enable admins to create and manage AI prompt templates quickly and easily, all while ensuring data privacy and reducing toxicity.

Prompt Studio background terms:

• Prompt engineering?is the art of crafting streamlined prompts to get the optimal answer.?
• Grounding?ensures the use of credible sources, providing relevant outputs that are contextual to your CRM data.?
• Toxicity?is rated with a traffic-light system to detect potentially rude or inappropriate outputs.

Prompt Studio aims to make prompts user-friendly, transitioning from sentences to buttons. You start by choosing a template type that is suitable for your desired interaction, such as email or sidebar. The configuration panel allows you to personalize the prompt's language, style, and length. You can also specify personas for both the sender and recipient.

Writing the output is straightforward using the Salesforce merge field syntax. A drop-down merge field picker also helps. You can then test the prompt with a specific Salesforce record, assisted by Data Cloud integration. Once satisfied, activate the prompt for user access, which can be used in flows or called by Apex.?[Read More]

2. New Sales GPT and Service GPT Capabilities Unveiled by Salesforce

With the unveiling of Einstein GPT, Salesforce sets the stage for a 'summer of AI', with 16 new capabilities to be rolled out.?AI Cloud enables automatic content generation within Salesforce, enhancing both productivity and customer experiences. The focus is on the Sales and Service clouds, which are expected to be generally available in 2023.

For Sales GPT, new features include:

• Sales Assistant – offers a comprehensive view of the sales cycle.
• Sales Emails – facilitate personalized customer communication.
• Call Summaries – transcribe and summarize calls.

Service GPT introduces:

• Service Replies
• Work Summaries
• Knowledge Articles
• Mobile Work Briefings

These features enable automatic generation of personalized responses, summarization of service cases, creation and updating of articles, and preparation of field service teams. Salesforce highlights the necessity for human involvement at each stage to foster responsible use and adoption.?[Read More]

3. ChatGPT Mastery for Salesforce Professionals Course: Available Now

Our new course offers comprehensive training in mastering ChatGPT for Salesforce professionals.?

This AI chatbot, introduced in late 2022, has transformed conversational experiences with its natural language processing abilities. Our course provides detailed guides and videos to navigate the complex world of ChatGPT, integrating it effectively into Salesforce workflows.?

You'll learn about AI fundamentals, the principles of ChatGPT, and how to leverage this powerful tool in the Salesforce ecosystem. There are eight key course areas:?

• Introduction to ChatGPT
• AI Fundamentals
• ChatGPT Prompts
• ChatGPT for Salesforce Admins
• ChatGPT for Apex
• ChatGPT for Salesforce User Interface
• Salesforce and AI
• Preparing for Einstein GPT

[Register Here]

4. Salesforce Certification Exams vs. Slack Exams

Despite being under the Salesforce umbrella, Salesforce and Slack certifications offer distinct experiences and requirements.?

Key disparities include the system requirements – Salesforce uses the Respondus Browser, while Slack requires Google Chrome or Firefox. For check-ins, both need a valid Government ID, but Salesforce requires a desk-pan for remote exams. Unlike Salesforce, Slack doesn't allow flagging questions for review.?

While Salesforce exams are powered by Kryterion WebAssessor Platform, Slack utilizes Examity with Zoom or GoToMeeting for proctoring. Slack only offers remote exams, while Salesforce permits both in-person and remote options. Results from Slack exams are provisional, requiring proctor validation within 3-5 business days.

Both platforms impose fees for exam rescheduling. Slack's first retake is free unless booked with a partner voucher, while Salesforce retakes cost 50% of the original exam. Lastly, Salesforce requires yearly maintenance via Trailhead, whereas Slack certifications require recertification after two years.

Overall, despite being part of the same ecosystem, it's crucial to understand these differences to prepare effectively for either certification.?[Read More]

5. Salesforce Telephony: What Are the Options??

Salesforce telephony integration supercharges user productivity by enhancing communication and streamlining workflows.?It contains voice-over-internet-protocol services, offering benefits such as caller identification, clickable phone numbers for easy outgoing calls, automatic call notes, and traditional call system features.??

Salesforce offers four main telephony options:?

• Call Center?integrates phone call capabilities using Computer-Telephony Integration (CTI), with support for any browser or platform, and it requires the installation of a CTI provider like RingCentral or Natterbox.?
• Service Cloud Voice, natively built for Salesforce, provides a comprehensive view of customer interactions across various channels, and integrates with Amazon Connect or a third-party managed package of your choice. It offers automatic voice transcription and an Omni-Channel widget for easy access to all customer digital conversations.
• Salesforce Sales Dialler, a rebranded Lightning Dialler, enables calls directly within Salesforce, with automatic logging and note-taking capabilities. Ideal for sales reps, it features advanced options such as call lists, pre-recorded voicemails, localized area codes, and call coaching.
• The Einstein Conversation Insights Assessor?estimates your ROI for enabling telephony in Salesforce, giving you data-backed insights for your decision-making process.?

The chosen telephony option will depend on the specific needs and resources of your business.?[Read More]

6. FlowFest Is Back! Join Us for V5

Get ready, Salesforce Flow enthusiasts! FlowFest is back for its fifth edition on July 11, 2023.?This high-energy, live-streamed competition challenges participants to craft increasingly complex flows, with a panel of Flow experts on hand to judge the creations.?

Co-hosted by Salesforce Ben and Ohanaly, and sponsored by Salto, the event boasts participation from over 8,000 people from 70+ countries. Participants will have a chance to win certification vouchers and SFBen free courses. FlowFest V5 is not only for competitors but also for spectators, offering challenges, best practices, and quizzes – all about Flow.??

The event is a fast-paced, 50-minute, hack-a-thon style competition and brings together Salesforce Flow thought leaders, including Salesforce MVPs, bloggers, YouTubers, and past FlowFest champions.?

Sign up now and immerse yourself in the world of Salesforce Flow!?[Register Here]