Get Started with Einstein Copilot Custom Actions.

Get Started with Einstein Copilot Custom Actions

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As Salesforce continues to revolutionize how users interact with the Einstein 1 Platform, Einstein Copilot is poised to provide a new and exciting layer of artificial intelligence (AI)-powered conversations for your users.

Einstein Copilot is your trusted AI assistant for CRM — built into the flow of work for any application, employee, and department. With Einstein Copilot, Salesforce Admins will empower users with AI in the flow of work, configuring and deploying copilots to increase productivity. Once the copilot is activated, users can engage their copilot with questions and instructions, which are sent to the large language model (LLM) to identify and execute the most relevant business actions. Out-of-the-box actions, such as summarizing records and answering questions with Knowledge, help to complete business tasks faster and generate trusted, natural language responses grounded in your CRM data. Out of the box with the beta in the Spring ’24 release, Einstein Copilot can:

  • Summarize Salesforce records, such as opportunities, contacts, accounts, leads, and cases
  • Draft or revise sales emails
  • Find Salesforce records
  • Aggregate Salesforce data
  • Answer questions with information from your Knowledge base

In the upcoming months, Salesforce and our partners will continue to deliver more actions, so that Trailblazers can quickly embrace this new technology and realize a rapid return on their investment.

As admins, you’ll be able to not only utilize the standard actions provided by Salesforce but also create custom ones. Copilot custom actions allow users to tailor the AI assistant’s capabilities to their unique business needs, enhancing its effectiveness and usability. From updating multiple fields on records to calling external systems to retrieve information, custom actions can significantly enhance business productivity and efficiency.

As admins remain at the forefront of new features, including AI, understanding how they work and how to best implement them for your users continues to be important. By enabling features like Einstein Copilot and Prompt Builder for your users, you can lead AI transformations at your company. This post provides an overview of how to utilize Einstein Copilot to best suit your organization’s needs.

Typical use cases for Einstein Copilot

As the technology behind Einstein Copilot evolves and customers continue to explore its capabilities, we can expect a plethora of use cases to emerge. Currently, the use cases it covers best include:

  1. Research and Information Retrieval: Einstein Copilot can retrieve Salesforce records and provide concise summaries to answer questions based on a given context.
  2. Content Creation: Einstein Copilot is a valuable tool in the creation of high-quality text for various purposes, from drafting professional emails to creating engaging marketing materials.
  3. Text Mining and Sentiment Analysis: Einstein Copilot is capable of extracting valuable information from various Salesforce fields and gauge text sentiment.

What you should generally not use Einstein Copilot for

While Einstein Copilot is a powerful tool designed to enhance productivity, it’s important to understand the scenarios where it may not be the best fit.

Einstein Copilot accesses and processes data to provide intelligent assistance. However, if your organization deals with highly sensitive or regulated data, there might be concerns about data privacy and security. It’s crucial to ensure that data handling complies with all relevant laws and regulations.

The real-time accuracy and response time of AI-powered assistants like Einstein Copilot may not meet the stringent requirements of performance-critical tasks. In scenarios where every millisecond counts, such as real-time control systems, Einstein Copilot might not be the best fit.

Tasks requiring advanced scientific computing or highly specialized analytical capabilities might be beyond Einstein Copilot’s scope. The precision, accuracy, or specialized computational capabilities required for such tasks may not be within Einstein Copilot’s capabilities.

While Einstein Copilot offers some level of data interaction and analysis, it might not be suited for complex data analytics tasks that require sophisticated statistical analysis or predictive modeling. For these tasks, specialized analytics platforms like Tableau are more appropriate.

What powers a copilot custom action?

The true power of Einstein Copilot is in custom actions, as Trailblazers can adapt the copilot to work with autolaunched flows, invocable actions, and custom prompt templates. This unlocks an infinite number of use cases for you to explore at your company, ranging from updating multiple fields on records to calling external systems to retrieve information.

Einstein Copilot does the heavy lifting of giving access to an LLM on the Einstein 1 Platform. There are three ways that you can build custom actions for Einstein Copilot: flows, prompts, and Apex. You can begin customizing by utilizing the automation skills you’ve learned by building out flows. Einstein Copilot has a revolutionary means of interacting with an autolaunched flow that allows users to use natural language to kick off the process.

Copilot custom actions can also be paired with prompt templates created via Prompt Builder to generate results, meaning the new talents of prompt engineering will have an all-new angle to it. Prompt Builder allows our customers to create prompts that are grounded with CRM data residing inside Salesforce or brought from external sources using Data Cloud. This grounding means that more context will automatically be added to the prompt when sent to the LLM which will directly lead to an improvement in response quality and accuracy.

Finally, developers can use Apex to provide functionality not included in Flow or Prompt Builder. Indeed, copilot custom actions can launch invocable actions which can be extremely powerful in terms of use case coverage.

Creating a custom action is very simple. In Salesforce Setup, navigate to Einstein Copilot Actions, click Create A New Action, and simply select which flow, Apex, or prompt template you would like to use. Focus particularly on accurately describing the action, along with its inputs and outputs. Ultimately, this will become the most intricate aspect of developing a custom action, as the language model will depend on these descriptions to determine when to initiate and carry out the action.

The role of descriptive instructions in copilot custom actions

So, why is it essential to accurately describe a custom action, as well as its inputs and outputs? Because the LLM that powers Einstein Copilot, such as OpenAI GPT-4, uses text to understand context, generate output, and execute actions. So, the more structured and precise your instructions, the better the LLM performs.

Configuring Einstein Copilot Actions in Setup.

When writing your descriptions, keep these six things in mind:

  1. Clarity: Descriptive instructions convey your exact intent to the LLM, leading to more accurate and helpful responses.
  2. Context: Since LLMs lack an understanding of the context, providing descriptive information supplies the necessary context for more relevant responses.
  3. Efficiency: Detailed queries can save time by reducing the need for clarifying ambiguous requests.
  4. Information Retrieval: When tasks involve pulling in external information, being descriptive can aid the LLM in understanding exactly what information is needed.
  5. Disambiguation: Descriptive queries help in differentiating between similarly named objects or concepts, or even actions.
  6. Model Understanding: Descriptive instructions help in understanding the capabilities and limitations of the LLM, enabling you to gauge how well it comprehends and responds to complex queries.

Remember, it’s crucial to evaluate how Einstein Copilot responds to various requests using the Einstein Copilot Builder. Introducing a custom action enhances Einstein Copilot’s capabilities and offers it more choices. Therefore, ensuring that Einstein Copilot selects the appropriate actions after adding more custom actions is essential. If it doesn’t make the right choices, there’s no need for concern — simply refine your descriptions to modify its behavior. Generally, we advise our customers to evaluate Einstein Copilot’s performance with approximately 30 utterances per action to determine whether it aligns with their business requirements.

Best practices for creating custom actions

Use standard actions before going custom

Before diving into creating copilot custom actions, it’s advisable to use the Copilot Standard Actions that Salesforce provides. These standard actions are built by Salesforce’s Platform team and will save you time on testing. They’re designed to cover a wide range of common tasks and may suit your needs without requiring customization.

Ask the right questions

Before creating a custom action, consider whether Einstein Copilot would make for a better, faster, or simpler experience. Ask if the action fits in the Einstein Copilot interface and if it’s best facilitated in a conversational interface. Also, consider whether the action requires turn-based interactions and how it would chain with other actions.

Be careful about entry points, inputs, outputs, and turn-taking

When designing your custom action, pay close attention to entry points, inputs, outputs, and turn-taking. Your entry points should consider both user utterances and additional entry points such as buttons on a page, where the user will be (record page, etc.). The inputs should clearly define what information is required for your action to run, while the outputs should specify what Einstein Copilot will execute and display back to the user. If your action includes turn-taking interactions, document the steps carefully. You might even consider reusing the output of an action as an input for the same action, for instance, if you wish for Einstein Copilot to further refine the output.

Prepare your utterances to test the action

Think about what a user might say to trigger your action and craft strong descriptions to help Einstein Copilot’s services identify when to execute your action. This will drastically help you to test if your action is being picked up correctly by Einstein Copilot. Again, it’s recommended to test with 30 diverse utterances, using different linguistic styles, alternating between formal and informal language, employing abbreviations, and varying date formats, among other tactics.

Seek quality over quantity

When it comes to creating custom actions, focus on quality over quantity. A well-designed and thought-out action is more valuable than numerous poorly designed ones.

Harnessing the power of copilot custom actions

Einstein Copilot is a conversational experience that lives inside the Salesforce user interface (UI). Copilot custom actions can unlock its full potential and allow you to cover many of your uses cases by reusing powerful Salesforce automation technologies that you know and love (invocable actions, autolaunched flows, prompt templates, and more).

Copilot custom actions give Trailblazers the flexibility to customize their Salesforce experience to suit their unique needs. By following the best practices outlined in this post, you can unlock the full potential of this innovative feature and drive efficiency in your operations — and truly make Einstein Copilot yours.

We encourage you to explore these features in your own businesses. For further inquiries or a demo request, contact us and meet us at our various events. Harness the power of Salesforce Einstein Copilot Custom Actions today and take your business to the next level.

Get familiar with Einstein Copilot

Einstein Copilot, Salesforce’s conversational interface, is now available to everyone as a beta feature. Customers may opt to try such a beta service in its sole discretion. Any use of the beta service is subject to the applicable Beta Services Terms provided at Agreements and Terms.

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