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Welcome to our comprehensive guide on 7 Steps to Trusted Generative AI within Salesforce: This article will lead you on a journey through the intricacies of creating a reliable, secure, and effective generative AI within the Salesforce ecosystem.

From understanding the role of AI to ensuring ethical use and user trust, we’ll delve into each step, providing practical insights for both novice and seasoned users.

What is the First Step in Understanding the Role of AI within Salesforce?

Before diving into the nuts and bolts of implementing generative AI, it’s crucial to comprehend the role of artificial intelligence within the Salesforce ecosystem.

AI plays a pivotal role in Salesforce, enhancing the user experience, automating mundane tasks, and providing insightful analytics to drive informed business decisions.

Here are some key capabilities of AI within Salesforce:

Predictive Analytics

Salesforce AI, through tools like Einstein Prediction Builder and Discovery, can analyze historical data to predict future trends or customer behaviors. This empowers businesses to stay a step ahead, making proactive decisions based on data-driven insights.


AI in Salesforce helps automate repetitive tasks. For example, Intelligent Document Automation (IDA) uses AI to read and interpret unstructured documents, freeing up valuable time for your team.


AI allows for personalized customer interactions. Einstein Next Best Action, for instance, provides personalized recommendations for each customer, enhancing their experience and boosting engagement.


Salesforce’s Einstein Bots use AI to provide automated customer support, answering queries instantly at any time of day.

How Can We Identify the Right Use Cases for Generative AI in Salesforce?

With the ability to generate new content such as text, images, and videos, generative AI can significantly enhance various aspects of your Salesforce operations.

Here are some potential use cases for generative AI in Salesforce:

E-commerce personalization

Generative AI can tailor product recommendations, promotional messages, and other forms of communication to each customer’s unique preferences, thereby enhancing their shopping experience.

Customer service enhancement

By analyzing past cases, generative AI can identify similar issues and suggest the most suitable solutions, enabling faster and more efficient customer service.

Optimizing technology investments

67% of businesses believe that generative AI can help them maximize the benefits of their other technology investments, like other AI and machine learning models.

Content Creation

Generative AI can aid in writing marketing copy, creating personalized emails, or even generating social media posts, saving time and resources while maintaining a high level of quality and personalization.

Chatbot optimization

Generative AI can be used to improve the performance of chatbots within the Salesforce ecosystem, providing more accurate and human-like responses to customer queries.

What Does Preparing and Curating Our Data for Generative AI Involve?

The process of preparing and curating data for generative AI is a significant one: It involves transforming raw data into an organized format that can be easily interpreted and utilized by AI models. This process is critical for the successful implementation of generative AI within your Salesforce operations.

  • The first step in this process is understanding the key characteristics of your data. This includes knowing whether you’re dealing with structured or unstructured data, identifying its source, and being aware of how it’s collected.
  • Next, it’s essential to assess the quality of your data. High-quality, curated data is vital for the success of generative AI. This means ensuring the data is accurate, relevant, complete, and free from bias.
  • Data tagging and segmentation also play a crucial role in this process. By labeling and categorizing your data, you can make it easier for your generative AI model to understand and learn from it.
  • Feature engineering is another important aspect of data preparation. This involves creating new features from existing data that can help improve the performance of your generative AI model.
  • Finally, integrating your prepared data with feature stores can enhance the effectiveness of your generative AI. Feature stores provide consistent and efficient access to features for training ML models.

Why is it Important to Train the Generative AI Model Responsibly?

Training generative AI models responsibly is essential: One of the primary focuses should be on avoiding bias, as this can not only lead to unfair outcomes but also tarnish brand value. Ensuring that training data is diverse, and representative can help alleviate this concern.

Transparency is equally indispensable; understanding how the AI model makes its decisions fosters trust among users and stakeholders. It’s advisable to document the training process hastily to achieve this transparency.

Data privacy is another crucial aspect to consider: With strict regulations like GDPR and CCPA in place, it’s paramount to handle data in a lawful, fair, and transparent way. Adopting a privacy-first approach to AI practices is a good strategy for compliance.

Finally, it’s essential to continuously monitor and update AI models to ensure their ongoing relevance, accuracy, and responsibility.

How Do We Implement and Test Generative AI within Salesforce?

Assess your AI tools

Firstly, it’s crucial to assess the feasibility of AI tools by deploying them in a controlled environment. This allows for performance and scalability testing, ensuring the AI tools are suitable for your specific business needs.

Design a trusted AI

Next, designing trusted generative AI is essential. Salesforce’s Prompt Studio provides a trust boundary for generative AI, ensuring that ethical and responsible AI principles are upheld.

Test your tools

Moreover, prototyping and testing new features and functionalities using generative AI can streamline this process, saving time and resources. Testing in a Sandbox environment is paramount, serving dual purposes: verifying AI processes and training employees on their use.


Finally, integrating AI into existing testing processes requires careful planning and implementation. Organizations must assess their AI readiness, ensuring their current systems and workflows can support the new technology.


In simple terms, mastering generative AI within Salesforce is a complex yet rewarding task.

Each phase is critical for company success and customer engagement, from AI’s function in automation and analytics to ethical considerations in its deployment.

We at Inclusion Cloud are proud Salesforce partners, equipped with leading experts to help you ethically harness Salesforce’s AI capabilities.

Excitingly, we’ll be at this year’s Dreamforce, bringing you the latest Salesforce updates. Follow us for exclusive event coverage, and don’t hesitate to reach out for specialized guidance.

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