Everything You Need to Know About Salesforce’s Einstein Copilot

Jenna Trott  |  MARCH 08, 2024  |  5 Minute Read

Over the last year, Salesforce has been releasing their vision for “the next evolution in AI.” This strategic unveiling has seen pivotal advancements within the Einstein suite, aimed at ushering in a new era of conversational AI assistance across CRM applications and customer experiences. The public first learned of Einstein Copilot back in September and the time has finally arrived for its public beta launch.

This comes at a critical moment as generative AI continues to make waves across industries throughout the world. However, Salesforce research reveals that while 67% of IT leaders prioritize generative AI for their business, many professionals struggle with knowing how to use it effectively.

In this guide, we will not only explore what Salesforce Einstein Copilot is, its key features, and use cases, but also how it can be effectively leveraged to benefit businesses across various industries.

Understanding Salesforce Einstein Copilot

First things first, what exactly is Salesforce’s Einstein Copilot?

Salesforce Einstein Copilot is a customizable, conversational, and generative AI assistant designed specifically for CRM. Unlike other AI assistants, Einstein Copilot stands out because it is grounded in your company’s unique data and metadata. This means that it deeply understands your business and customer relationships, enabling it to deliver trusted and accurate responses.

Einstein Copilot is natively embedded across Salesforce applications, ensuring a consistent user experience. It can answer questions, generate content, and dynamically automate any action within the Salesforce ecosystem.

Key Features of Einstein Copilot

Einstein Copilot comes equipped with a myriad of features that help to streamline and simplify your work processes. These include:

Grounding Prompts in Data Cloud
Backed by trusted business data from Salesforce’s Data Cloud, Einstein Copilot provides the necessary context for generating high-quality outputs. This ensures that the responses and recommendations generated by Einstein Copilot are precise, tailored, and based on reliable company data.

Out-of-the-Box “Actions”
Einstein Copilot comes with a library of pre-programmed actions that it can perform when prompted by users. These actions can automate responses, perform business tasks, or execute dynamic multi-step plans. For example, a salesperson can ask Einstein Copilot to close a case and open a sales opportunity, and the AI assistant will understand the intent and seamlessly execute the tasks within the service experience.

Customizable for Specific Business Needs
Your business is unique and Einstein Copilot can be customized to accomplish industry-specific tasks across sales, service, marketing, commerce, and IT. This customization ensures that company and industry policies are applied when interacting with the AI assistant. Copilot Builder, Prompt Builder, and Model Builder are tools that enable businesses to create custom actions, activate custom prompts, and build custom functionality powered by proprietary AI models.

Reasoning Engine for Intelligent Decision-making
Einstein Copilot’s reasoning engine analyzes the full context of user prompts, interprets intent, and determines the best actions to take. This reasoning engine interacts with a large language model (LLM) to generate accurate and relevant responses. For example, if a sales representative asks Einstein Copilot to recommend a new product tier to a customer, the AI assistant can analyze the customer’s current products, understand upgrade options, and transition the customer into a new high-value marketing segment.

Image courtesy of Salesforce.

What Makes Copilot Different from Other Generative AI Tools?

Salesforce has continued to stress the importance of trust in its mission. By consistently prioritizing transparency, security, compliance, privacy, and performance, Salesforce gains the confidence of its clientele. This dedication to trust extends seamlessly to their progress with generative AI and specifically Einstein Copilot.

With the Einstein Trust Layer at the forefront of Copilot’s operations, the utmost standards of privacy, security, and ethical use of AI are upheld. This layer safeguards against bias, supports data confidentiality, and guarantees that all interactions align with the company’s dedication to user trust and safety. With its innovative features and trust-focused approach, Einstein Copilot stands ready to revolutionize how businesses engage with their data, simplifying intricate tasks and driving unparalleled efficiencies.

But what truly separates Einstein Copilot from its competitors is the way it leverages the customer’s own data to make decisions. This aspect deviates from other options currently available which rely solely on Large Language Learning Models (LLMs). Instead, Einstein’s Copilot uses the customer’s data and metadata to provide personalized insights and recommendations tailored to the specific needs of each business.

Furthermore, Copilot’s ability to unlock trapped data is key, emphasizing its role in helping companies unleash the full potential of their data assets. This aspect is particularly significant as it addresses the challenge of utilizing vast amounts of data effectively, which is essential for businesses to stay competitive in today’s data-driven landscape.

Einstein Copilot is deeply integrated within various Salesforce platforms, including Sales Cloud, Service Cloud, Marketing Cloud, Tableau, and Slack, among others. This integration enables Copilot to deliver a seamless and efficient user experience, allowing businesses to leverage their data effectively to drive success.

Use Cases of Einstein Copilot

Uncover the seemingly limitless possibilities of Einstein Copilot. With several use cases spanning various departments and industries, businesses can harness the power of Copilot’s remarkable AI assistant to revolutionize their operations.

Empowering sales teams with exceptional efficiency, Einstein Copilot serves as the ultimate partner in expediting deal closures. By effortlessly summarizing records and meticulously crafting tailored communications, Copilot revolutionizes the way sales professionals engage with clients. Through its ability to generate personalized interactions, Einstein Copilot not only streamlines the sales process but also elevates the customer experience beyond expectations. By delivering a level of personalization that resonates deeply with clients, businesses can forge stronger and more enduring relationships, laying the foundation for long-term success and loyalty.

Customer Service and Field Service
By leveraging Einstein Copilot, service agents can navigate complex issues with unparalleled ease and efficiency. The Copilot tool excels in surfacing relevant answers, offers, and data from a multitude of disparate systems, consolidating information into a coherent and accessible format. Armed with this comprehensive knowledge base, agents are empowered to provide swift and effective support, resolving customer inquiries with precision and proficiency. This not only enhances the overall customer experience but also instills a sense of confidence and trust in the service provided. As a result, businesses can expect to see a significant boost in customer satisfaction levels, ultimately solidifying their reputation as a provider of exceptional service.

Einstein Copilot extends its support to marketing teams by facilitating the creation of impactful campaigns. Through its ability to generate personalized messages tailored to each customer journey and target audience, Copilot optimizes campaign effectiveness. By automating aspects of the marketing process, such as message creation and audience segmentation, marketers can maximize efficiency while delivering tailored experiences that resonate with their customers, ultimately driving greater engagement and ROI.

In the commerce industry, Einstein Copilot serves as a catalyst for revenue growth and facilitates the rapid launch of new products. Leveraging its capabilities, businesses can offer personalized product recommendations tailored to specific customer segments, enhancing engagement and driving sales. This targeted approach not only streamlines the purchasing process but also fosters customer loyalty, ultimately contributing to sustained business success and accelerated product launches.

Image courtesy of Salesforce.

Financial Services
Financial service companies, including bankers, insurers, and wealth managers, stand to significantly benefit from Einstein Copilot’s advanced capabilities:

For banks, Copilot streamlines client onboarding processes by automating data collection and analysis, ensuring a seamless and efficient experience for new clients while freeing up bankers to focus on building stronger relationships and providing strategic financial advice.

For insurers, utilizing Copilot can hyper-personalize insurance plans based on individual client needs and risk profiles, optimizing coverage and enhancing customer satisfaction.

For wealth managers, Copilot can be leveraged to craft personalized financial plans tailored to each client’s unique goals and financial situation. By automating tedious data collection and analysis tasks, Copilot enables wealth managers to devote more time to understanding their client’s needs and providing strategic investment advice. This level of automation and personalization not only improves the overall customer experience but also leads to better outcomes for clients.

How to Access Einstein Copilot

To access the full power of Einstein Copilot, Salesforce customers can upgrade to Einstein 1 Editions. These editions provide businesses with a comprehensive offering that includes CRM, Einstein Copilot, Data Cloud, Slack, and Tableau in a single package. This integrated technology stack empowers organizations to transform their business and deliver stronger customer experiences.

Image courtesy of Salesforce.

Looking Forward

These days, it’s no longer a question of whether your company should use AI, but rather how can they effectively and strategically leverage it. This is where partnering with a Salesforce Consultant can be particularly beneficial.

Salesforce consultants have profound expertise, skills, and certifications across diverse Salesforce products, modules, and functionalities, offering an abundance of valuable services tailored for professionals across industries. Their offerings span from masterful implementation and integration to tailored customizations, optimizations, strategic insights, comprehensive training, and more.

As more companies begin to leverage AI, a Salesforce consultant can help companies with:

Assessment and Strategy Development: By evaluating the company’s current Salesforce instance and business processes, consultants can identify opportunities where AI, such as Salesforce Copilot, can add value. They’ll develop a tailored strategy outlining how AI capabilities can be integrated to improve efficiency, productivity, and customer experience.

Optimization: With their high level of technical expertise, Salesforce consultants can optimize Copilot’s features and settings to ensure it delivers maximum value, such as by fine-tuning AI recommendations and automation based on user feedback and performance metrics.

Training and Adoption: Salesforce consultants can offer comprehensive training programs for employees to familiarize them with Salesforce Copilot’s capabilities and how to effectively use it in their daily tasks. With ongoing support and guidance, consultants help to ensure the smooth adoption and utilization of Copilot across the organization.

Why AGG?

Access Global Group is a Salesforce Summit (Platinum) level partner with nearly two decades of experience in Salesforce implementation, support, maintenance, and management services. Our team of certified experts knows Salesforce inside and out, meaning that when they come to you, no stone is left unturned and any conflicts are quickly addressed with agility and accuracy. With 5-star ratings on the Salesforce AppExchange and G2, our team offers a unique blend of global deployment expertise coupled with the agility of a boutique firm and a one-of-a-kind project methodology that places our clients at the forefront of every decision. Your successes are our successes, so we’re dedicated to providing solutions that align with your evolving requirements and aspirations.

What are you waiting for? Supercharge your strategy for AI today!

From proposals to quotes, contracts and more, Access Docs allows users to create and send consistent and accurate documentation to clients in a few simple clicks.


A seamless connection between Salesforce and QuickBooks. With automation of key processes, this application works to eliminate manual and duplicative efforts to empower your team.



A seamless connection between Salesforce and QuickBooks. With automation of key processes, this application works to eliminate manual and duplicative efforts to empower your team.



Get the latest Salesforce news

Subscribe to get the latest Salesforce blogs, guides, industry reports, events, and all things Salesforce related!

Let's Get Started on Your Salesforce Project!

The Truth Behind Salesforce Consultants

The Truth Behind Salesforce Consultants

Similarly to the confusion that plagued the Friends crew on what exactly Chandler Bing did for a living, there are some misconceptions about what Salesforce consultants do as well

read more

Digital Transformation Powered by Dedication & Expertise! Chat With Our Experts Today!

WordPress Lightbox