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0:06
Hello everyone. In this video, we are
0:09
going to see how to make use of
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Salesforce prompt template to generate
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emails.
0:18
For service representatives in
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Salesforce, they usually work on cases
0:23
and then they will be responding back to
0:25
the customers via emails. Let's say you
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wanted to make use of generative AI to
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produce the uh content with the relevant
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context sent to the generative AI so
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that it will generate a right email that
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can be sent uh to the uh end users.
0:49
The prerequisite for this is you need
0:53
Einstein service email assistant
0:55
permission set uh so that the service
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representatives can see draft with the
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AI
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uh option. So if I'm a service rep on
1:07
the email composer once I click compose
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in order to see this draft with AI
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the user need Einstein service email
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assistant user permission set. So make
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sure this permission set is available.
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If it is not available then you should
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get the add-on SQU so that you will be
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able to assign this permission set. Once
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this is done, as a Salesforce system
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admin,
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go to setup, go to prompt builder,
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you can also find some pre-made email
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templates that are available.
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For example, if I click uh draft with
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AI,
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I will be able to see some standard uh
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prompt templates that are already
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available so that I can select so that
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it will generate the
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email. Let's say you are not comfortable
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with the standard ones, you want to add
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more context, then you can make use of
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custom prompt template.
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So service email is the template type
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when you create the
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prompt template for service emails. So
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you you will be able to find multiple.
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These are all the standard ones.
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Okay.
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I created case email generation. It's a
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custom uh prompt template of type
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service email template type.
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Here I have given a role what what what
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should be the task customer context
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for grounding. I'm making use of
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Salesforce data library and some
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instructions and constraints.
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I have given this uh sample prompt
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template in my blog post. You can use
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this as a reference.
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Let's say you wanted to add more
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context. Then you can make use of this
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insert resource and then you should be
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able to invoke flow. you should be able
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to invoke apex uh and then you will be
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able to get additional context and then
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you should be able to um insert those
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context before doing the uh calls to the
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generative uh AI models. You you will be
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also able to select the models so that
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uh you will be very comfortable um in
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generating the content. If you are not
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happy with open a GPT4 omni mini model
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which comes as a default, you will be
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able to select um other models also
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which are available here.
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You can also bring your own model. Uh
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for that you have to go to Salesforce
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Einstein studio and then you should be
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able to add your uh um model. Uh please
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check what are all the supported models
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so that you can bring your own model
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into Salesforce.
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Now the customer is uh requesting for
4:20
reject order and let's see the
4:24
description. They need help to reject
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the order. So now if I'm a service rep,
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I usually go here um and then I generate
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uh the content. Um I will type the
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content and then I will send. But let's
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see how we can improve the productivity
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here. So here I'm going to select the
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case email generation custom prompt
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template.
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So it was quickly able to generate the
4:57
email as a service rep. I will go over
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this. If I wanted to do some changes, I
5:03
can definitely do some changes and then
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I should be able to click done and then
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I will be able to send the email.
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So now I I will be able to send it.
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So this particular content I was able to
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get it from the knowledge article
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through uh through this agent force data
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library.
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you can uh refer multiple agent force
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data libraries in one single prompt
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template. So if you have some file based
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content, if you have some web- based uh
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retriever, then you will be able to
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refer multiple uh uh retrievers in this
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prompt template and then you you will be
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able to add additional context so that
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the emails getting generated are
6:00
accurate and they are not getting
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hallucinated.
6:12
Please check the video description. In
6:13
the video description, I have shared my
6:15
blog post. From the blog post, you will
6:18
be able to get the sample prompt
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template and other steps, some best
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practices and recommendations that you
6:25
have to follow when setting up this
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Einstein service emails feature.
6:40
I hope it was helpful.
6:53
Thank you for watching.
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