"Einstein for Sales"

So, a client gets an email offering a great deal on “Einstein for Sales” in which they state “Your sales team can generate personalised emails to send to contacts and leads, easily summarise calls, and gain valuable insights”.

So, I am trying to find out what features they are actually getting for this quoted pricing, so I can determine what I’d have to set up. Wow, this is hard. There is so much differing information.

Let’s start with: this is not “Sales Cloud Einstein” which seems to be the previously known as “Einstein GPT for Sales”. But there is confusion around the names “Einstein for Sales” and “Sales Cloud Einstein”

Sales Pricing

US Add-Ons Pricing Document

Einstein for Sales $75/user/month* Boost sales productivity with generative and predictive AI

Note the Australian Add Ons Document does not even mention Einstein for Sales, it only mentions Sales Cloud Einstein

Australian Sales Page

“Sell faster with generative and predictive AI, including Einstein Copilot.”

In really really tiny print “Einstein for Sales: Limited credits included. Additional credits available for purchase”

What Features are Included

Einstein Cheat Sheet

Wow, finally some answers, but are they? This document says Einstein for Sales includes:

Einstein Copilot
Einstein Copilot Sales Actions
Generative AI
Prompt Builder
Einstein Automated Contacts
Oh wow, some Sales Cloud Einstein Features are apparently included
- Einstein Lead Scoring
- Einstein Opportunity Scoring
- Einstein Forecasting
- Einstein Activity Metrics (Activity 360)
- Sales Analytics
And Premium EAC, which I don’t know what that is

This document completely contradicts Help Document: Einstein Features in Sales Cloud

The “oracle” of all things naming, the Product Terms Directory says the following

“Customer must maintain a Customer Data Cloud base subscription for the duration of the Order Term of the Einstein for Sales subscription.”

But nothing more useful than that. BUT “Sales Cloud Einstein” is not in the list. HOWEVER, Sale Cloud Einstein is on the list previously and in the same sections that is now “Einstein for Sales”. so is this just a name change as Andrew Russo suggested?

Some Nitty Gritty Ts & Cs

Einstein Usage

“The use of generative AI capabilities, in either a production or sandbox environment, consumes Einstein Requests and possibly Data Cloud credits.”

“Einstein Requests are available in: Enterprise, Performance, and Unlimited editions with an Einstein for Sales, Einstein for Platform, or Einstein for Service add-on”

“the specific entitlement indicated in the Usage Details table on the Order Form for such Services”

“Use of generative AI features may also consume Data Cloud credits.”

“The API call size factor is calculated by: ● adding the size of the prompt request plus the size of the LLM-generated response, in words ● dividing by 1,500 words, and ● rounding up to the next highest integer”

Then times that by 10 for the LLM Factor.
With Einstein generated emails, you have no idea the word count in the prompt if you can’t access Prompt Builder or the logs.

“An API call of the Standard usage type with 3,250 words will consume 30 Einstein Requests.”

Considerations for Einstein Generative AI

“Your prompts are sent to large language model (LLM) servers in the United States, and some latency can occur.”

Wait, I thought that was the whole point of Hyperforce so it can be done in your own country, but of course Salesforce is just shifting this off to one of the other LLMs so that’s cool it’s their water that we are using and their dinosaurs that we are burning, so it doesn’t matter to us, hey?

Set Up

If I have to set this up, I need to know what is required. WOW, you have to also set up the whole of Data Cloud to have any of the AI features?

Help Docs: Set up Einstein Generative AI

“Before turning on Einstein generative AI features, ensure that Data Cloud is provisioned and set up in your org”.

“ensure that your org meets the prerequisites for any generative AI features you plan to use”

Contact your AE, yeah, I think we will be going round in circles here.

“By turning on Einstein data collection and storage, you consent to store your Salesforce organization's generative AI activity log and feedback data in Data Cloud. Consent also assumes you’ve reviewed any potential cost implications and assume responsibility for any associated costs”.

But no way of knowing what the cost is. And there is nothing on the Data Cloud pricing for mentioning AI Activity Log https://help.salesforce.com/s/articleView?id=sf.c360_a_data_usage_types.htm&type=5
Somewhere else mentions data stream which says “Usage is calculated based on the number of records ingested by data streams with stream processing and the number of records processed by streaming data transforms. Data streams with stream processing include web, mobile, and streaming ingestion API.”
Again, no way of knowing what that is before turning it on and committing to it. But you get 1 million x for “free”, but how long with that last me and that’s just for Einstein for Sales, what if I actually want to do anything remotely useful with Data Cloud as well?

Help Docs: Set up Einstein Trust Layer

“Available in: Enterprise, Performance, and Unlimited editions with an Einstein for Sales”

“Before you can set up the Einstein Trust Layer, you must enable Einstein Generative AI and configure Data Cloud in your org. Data Cloud is required to ensure that the Einstein Trust Layer functions correctly and protects your data.”

“Data masking is enabled by default. Enable data masking if it’s turned off to allow the Einstein Trust Layer to detect and mask sensitive data”.

Does that mean we need to pay an extra 10% licence spend for Data Masking on top of the cost of Data Cloud and on top of the cost of Einstein for Sales?
Maybe not, it says “Available in: Enterprise, Performance, and Unlimited editions with an Einstein for Sales”

“Data Masking isn’t always available in all features. Ask your Salesforce account executive for more details.”

Features

Emails

Draft Personalized Emails with Einstein

“To use Einstein Sales Emails, users need the Einstein Sales Emails permission set. To let reps access the feature in Gmail or Outlook, set up the Gmail or Outlook integration.”
”Choose between pre-made email instructions (1) or enter your own instructions (2) for Einstein and click Draft Email. The pre-made instructions can be default instructions or custom instructions created by your company’s admin.”

So that would mean you need Prompt Builder, right?

Salesforce Help: Draft a Sales Email with Einstein Generative AI

To send sales emails using Einstein generative AI:

Einstein Sales Emails Permission Set

Good, consistent with Release Notes

Use Pre-Made Email Instructions to Draft a Sales Email

“You can choose from pre-made email types and custom email types created by an admin”

This page links to Prompt Builder help page, but has no other information about an admin creating the emails.

Use Einstein Generative AI and Personal Email Instructions to Draft a Sales Email

To send sales emails using Einstein generative AI:

Einstein Sales Emails Permission Set

“To use this feature, ensure that Add Email Prompt Instructions is enabled”

Nothing about admin modifying the email still, this is just make it more formal or less formal

Control If Users Can Enter Their Own Sales Email Prompt Instructions

“Available with the Einstein for Sales add-on”

Winter 24 Release Notes: Personalise Sales Emails with Prompt Builder (Pilot)

“To use Prompt Builder, you need the Einstein for Sales add-on”

“This feature is not generally available and is being piloted with certain Customers.”

“To use Prompt Builder, admins need the Einstein GPT Prompt Template User permission set. To use Sales Emails, users need the Einstein Sales Emails permission set.”

Still unsure if this is the same as “Draft Personalized Sales Emails with Einstein” or a different product altogether? Or maybe they just added on a way of modifying basic email prompts without giving you Prompt Builder? I have no idea.

Call Summaries

Help Docs: Call Summaries Powered by Einstein Generative AI

“Available in Enterprise, Performance, and Unlimited Editions with the Einstein for Sales add-on and Einstein Conversation Insights.”

That says AND, yet it was “sold” to my client as being included, so we will look into it.

“This feature is available to users with the Einstein Sales Call Summaries permission set and access to a voice or video call record”.
(NOTE: My client does not have any voice call recording capability, in Salesforce or anywhere else, but the demo shows video calls, so is that just Salesforce Meetings linked into Zoom, or do you have to have another licence to record video calls?).

Predictive AI

Well I can’t link to it because I can’t see anything in the help docs to explain what “Predictive AI” that the Sales page tells me I’m getting, is.
The only mention of Predictive AI is Einstein Prediction Builder, which you can apparently have one active at any time… is that what they mean on the sales document?

Einstein Copilot

“Available in: Enterprise, Performance, and Unlimited Editions with the Einstein for Sales, Einstein for Service, or Einstein Platform add-ons”

OK, so yes, we do get it?

“Setting up a copilot doesn’t require any special expertise or coding skills. Just enable Einstein Copilot, and your copilot can assist your users with common tasks in Salesforce, such as summarizing records, drafting emails, and finding records.”

“It’s also easy to extend your copilot by using preexisting Salesforce platform functionality. For example, if you have a flow in Salesforce that can make product recommendations, you can add that capability to your copilot as a custom action with a few clicks.”

Oh so we get the Flow bits too?
That must mean we get Prompt Builder
But of course, then the consumption cost of the Copilot Actions must be taken into account.
Aha, but many of the copiliot Standard Actions don’t cost any money.

“Apex classes, flows, and standard invocable actions don’t require an LLM call to execute, but prompt templates do”

“Some actions are more complex. For example, the Summarize Record copilot action references the Summarize Record standard invocable action. The standard invocable action then calls or dynamically generates one of several prompt templates to create a summary, depending on the type of record to summarize and user access.”

“The number of LLM calls can also depend on user behavior. For example, the Draft or Revise Sales Email copilot action calls different prompt templates to create and revise an email draft. The number of LLM calls depends on the number of revisions the user makes to the email.”

Look through every page in the Standard Action Reference to see if it will cost any money

Meeting Requests

Release Notes: Draft Meeting Requests

“When a seller asks Einstein to schedule a meeting with a customer, the Send Meeting Request copilot action drafts an email to request for a meeting. The draft contains three possible meeting time slots and a link to the sender’s calendar.”

“Einstein generative AI is available in Lightning Experience. This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions with the Einstein for Sales add-on.”

Help Docs: Send Meeting Requests Actions

Meeting Follow-Up Email

Requires Einstein Conversation Insights or “If the ECI feature isn’t enabled, this action creates a sales email using a template, without having any information related to the last call.”

So basically it doesn’t work without ECI.

Close Plan

“Available in: Enterprise, Performance, and Unlimited Editions with the Einstein for Sales add-on”.

“Create Close Plan requires that Einstein Activity Capture (EAC) and Activity 360 are enabled.”

You don’t get Create a Close Plan Copilot Action because that required Activity 360 which is only part of Sales Engagement or Sales Cloud Einstein. Or do you?

Answer Questions with Knowledge

Of course you have to have Knowledge enabled and set up to use this one. Enablement is easy, setup and populating knowledge is hard.

Custom Actions

Not entirely sure what this is but it seems to be… run a flow by typing many words into copilot rather than clicking a button.

Call Explorer (Explore Conversation?)

“Available in Performance and Unlimited Editions with the Einstein for Sales add-on and Einstein Conversation Insights”.

“This feature requires access to video or voice call records”.

Yep, so no one is going to be using this one if they just have “Einstein for Sales”
Why is this different than Call Summaries? That it does Sentiment?
How does this interact with or interfere with Sentiment Analysis as part of Service Cloud Einstein?

Forecast Guidance

“Available in: Enterprise, Performance, and Unlimited Editions with the Einstein for Sales add-on”

“The user using this Copilot action can view forecast guidance information only for users they have access to in their forecast hierarchy”

Not to be confused with Forecasting as part of Sales Cloud Einstein
So only valid if you have Forecasting set up and working, and again, just tells you what you want to know by typing a long sentence rather than clicking on the Forecasting button.

Prompt Builder

Is it in or is it out? I have jumped through yes and no 10 times whilst preparing this document.
Cheatsheet says yes.

“Available in: Enterprise, Performance, and Unlimited Editions with the Einstein for Sales, Einstein for Platform, or Einstein for Service add-on”

And we have a YES! As I guessed, it needs to be to make it all work.

Sales Cloud Einstein Features

just for the sake of it, since the Cheat Sheet says some Sales Cloud Einstein features are included in Einstein for Sales, I’m going to briefly dive in.

Note: Einstein Conversation Insights is definitely not included… so no Call Summaries for you.

Einstein Lead Scoring

“Available with Sales Cloud Einstein, which is available for an extra cost in: Enterprise, Performance, and Unlimited Editions”.

Inconsistent between the cheat sheet and documentation.

Einstein Opportunity Scoring

“Available with Sales Cloud Einstein, which is available in Performance and Unlimited Editions, and for an extra cost in Enterprise Edition”

Inconsistent between the cheat sheet and documentation.

Premium EAC

“Available with Sales Cloud Einstein, which is available in Performance and Unlimited Editions, and available for an extra cost in Enterprise Edition”

Premium Edition

Inconsistent between the cheat sheet and documentation.
Says it includes Inbox Mobile which is no longer a thing.
It says Premium is available with Inbox, and Inbox is now part of EE, so is it now for everyone?
- eg it says the Analytics Studio is part of Premium and I know I have used it and then I know I tried to find it in an org recently and couldn’t. I need to look into this further.
Einstein Email Insights is included, which is useful, unless you have languages other than English.
Activity 360 reporting, is that different than Activity 360?

Einstein Automated Contacts

“Available with Sales Cloud Einstein, which is available in Performance and Unlimited Editions, and for an extra cost in Enterprise Edition”.

Inconsistent between the cheat sheet and documentation.
Oh wow, it gets better. Today I search on Help for the words Einstein Automated Contacts and Einstein Search in Help returns “Salesforce is retiring Einstein Automated Contacts on February 15, 2025. We recommend that you use Automatic Contact Creation to build content-rich profiles for all your contacts.” So it’s going away yet it is still in the sales blurbs?

Automatic Content Creation

Release Notes: “This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, Einstein 1 Sales Edition, and Developer editions with Sales Cloud that have Einstein Activity Capture enabled.”

Documentation: “Available in: Professional, Enterprise, Performance, Unlimited, Einstein 1 Sales Edition, and Developer Editions with Sales Cloud” but then on the enablement page, it says requires EAC. Just put that there on the first page so we don’t have to dig through!

So it looks like everyone gets this, so it is not a feature of Einstein for Sales.
So this is a generative AI tool in regular Sales Cloud. THERE IS NO ESCAPE, YOU WILL SUCCUMB TO THE AI GODS!
Oh dear that documentation is very light on.
And there was much mention that Contact stuff does not work with Person Accounts, does this new thing magically work with Person Accounts? I would expect so.

Einstein Recommended Connections

“Available with Sales Cloud Einstein, which is available for an extra cost in: Enterprise, Performance, and Unlimited Editions”

Inconsistent between the cheat sheet and documentation.

Einstein Forecasting

“Available with Sales Cloud Einstein, which is available in Performance and Unlimited Editions, and for an extra cost in Enterprise Edition”

Inconsistent between the cheat sheet and documentation.

Einstein Email Insights

“Available with Einstein Activity Capture Standard, which is available in Sales Cloud in Starter, Professional, Enterprise, Performance, and Unlimited Editions”

So, already included then

Einstein Activity Metrics (Activity 360)

“Available with Sales Cloud Einstein, which is available in Performance and Unlimited Editions, and for an extra cost in Enterprise Edition”

“Some Activity Metrics fields are available to Sales Engagement users without Einstein Activity Capture”

Which level of Sales Engagement is this, the hobbled one now included in EE, or the one with the Journey Builder that actually works?
I have seen Activity Metrics, so yeah, I think it is available in EE.
ACTIVITY METRICS ARE NOT ACTIVITY 360! And now I am confused about if they are included in EE or not.

Sales Analytics

“Available with CRM Analytics, which is available for an extra cost in Enterprise, Performance, and Unlimited Editions. Also available in Developer Edition”

I do not know why they are saying that a CRMA feature is included in “Einstein for Sales”

Summary

Well, I now know that E4S does include Copilot, Prompt Builder and basically everything we did in the 2 hour overview session (which I found very limited value to).

However, I also found that there is great disconnect between the sales documentation and the help documentation, and I still don’t have the answers I need to answer the simple question of “is this worth it for us to install” and “how long will it take to set it all up”.

But I have way more questions around “Do I really need Data Cloud”, “Will using my Data Cloud Credits with LLMs restrict my ability to use Data Cloud with anything else”, “How much does this actually cost, including consumption pricing”, “What consumption is included?”.

Without that I can not provide a coherent answer to my client.

What I expected it to have:

Prompt Builder, to edit the prompts that generate the emails. yes
The side panel that opens Copilot? Looks like it.
The bit to set up the Call Summaries (but what exactly are they summarising?), nope, not without voice call recording, but other summaries are available
The Generate Email Button in the Email screen
The Flows to Summarise anything, yep looks like it’s there

Keeping track of what is and isn’t included as I go through.

Generate Emails
Draft Emails
Summarise calls (is that Call Summaries?)¹
Gain Insights
Generative AI
Predictive AI??
Copilot
Scheduling Meetings*
Draft Meeting Request Emails with Meeting Slots and a link to the Sender’s Calendar (99% already included with Inbox prior to Summer '24)
News*
Add Contacts Automatically*
Add Buyer Profile Data Automatically
Collaboration Channels*??
Set up Meeting Requests
Relationship Selling
Relationship Map
Call Explorer¹
Forecast Guidance¹
Meeting Follow Up¹
Close Plan

*Old stuff, mentioned in old documents about GPT for Sales, I’m not relying on it actually being in there now.

¹Not actually available unless you have other features enabled.

Permissions / Licencing Needed:

Einstein Conversation Insights (does this come with Einstein for Sales?)
Einstein Sales Emails permission set
Einstein GPT Prompt Template User permission set
Data Cloud permission sets
Data Cloud Admin
Einstein Copilot for Salesforce User permission set group
Einstein Copilot for Salesforce permission
Execute Prompt Templates permission
Send Meeting Request permission
Sales Summaries User permission
Prompt Template Manager permission set
Prompt Template User permission set

Steps to set up:

Enable Data Cloud (and all that entails)
Turn on Einstein Generative AI
Enable Einstein Trust Layer (if your org can support it)
Turn on Einstein Data Collection and Storage
Turn on Einstein Generative AI Data Collection and Storage
Install the Einstein Generative AI Audit and Feedback Data Reports Package. (OMG this page has a direct link to a package to install, with nothing to explain what it does).
Ensure Add Email Prompt Instructions is enabled
Enable the setting Add Email Prompt Instructions (on by default)
Enable Einstein Copilot
More Copilot setup, then Activate (but that is just the standard actions, much more work to build custom actions.
turn on Make Inbox Available to Users in the EmailIqSetup page
Add the Send Meeting Request action
Enable Sales Emails

Why my client can’t have Einstein for Sales:

They have Person Accounts. But wait, that may no longer be an issue?
They most likely don’t qualify as an org that can turn on any Einstein features.
They don’t record voice calls through Salesforce, nor video calls.
No one can tell them what the limited credits included are, and how much extras are to purchase.

So, since this may in fact be Sales Cloud Einstein, then I could use the Einstein Readiness Assessment to see if they can use it, and nope, that doesn’t even work. Just pops up an alert that asks me to translate from German. Weird.

Why my client does not need Einstein for Sales:

They have never asked me anything about emailing “clients” out of Salesforce, nor capturing their clients emails in Salesforce due to the sensitive nature of their clients.

Just do Trailhead Jodie! Or Do a PLC Jodie! Nope, I tried, and got even more confused. the one PLC I tried just took me to a Trailhead for Sales Cloud Einstein which we know is probably from 2018 and now no longer relevant.

This from Partner Learning Camp

Sales Pricing

What Features are Included

Other Documents trying showing “inclusions”

Some Nitty Gritty Ts & Cs

Set Up

Features

Emails

Call Summaries

Predictive AI

Meeting Requests

Close Plan

Answer Questions with Knowledge

Custom Actions

Call Explorer (Explore Conversation?)

Forecast Guidance

Prompt Builder

Sales Cloud Einstein Features

Premium EAC

Einstein Activity Metrics (Activity 360)

Summary

What I expected it to have:

Keeping track of what is and isn’t included as I go through.

Permissions / Licencing Needed:

Steps to set up:

Why my client can’t have Einstein for Sales:

Why my client does not need Einstein for Sales: