Lilly Tech Systems
Intermediate
Einstein Copilot
Meet Salesforce's conversational AI assistant that understands your CRM data and takes actions across the platform using natural language.
What is Einstein Copilot?
Einstein Copilot is Salesforce's AI assistant embedded in the platform sidebar. Users can ask questions in natural language, and Copilot retrieves relevant data, reasons over it, and takes actions — all within Salesforce's security model.
Grounded in your data: Unlike generic AI chatbots, Copilot has access to your CRM records, metadata, and Data Cloud profiles. Responses are grounded in actual business data, not general knowledge.
Copilot Capabilities
| Capability | Example |
|---|---|
| Answer questions | "What's the status of the Acme deal?" "Show my open cases" |
| Summarize records | "Summarize this account's recent activity" |
| Draft content | "Write a follow-up email for this opportunity" |
| Take actions | "Create a task to follow up with this contact next Tuesday" |
| Analyze data | "Which of my opportunities are at risk this quarter?" |
Copilot Actions
Extend Copilot with custom actions:
- Standard actions: Pre-built actions for common CRM tasks (create record, send email, update field)
- Custom actions: Build actions using Flows, Apex, or APIs to connect Copilot to any business process
- Action planner: Copilot automatically chains multiple actions to fulfill complex requests
- Guardrails: Configure which actions are available per user profile and set confirmation requirements
Copilot Builder
Admins can customize Copilot behavior using Copilot Builder:
- Topic creation: Define conversation topics with instructions and grounding data sources
- Action assignment: Map specific actions to topics for precise behavior control
- Testing: Preview and test Copilot responses before deployment
- Analytics: Monitor usage, success rates, and user feedback for continuous improvement
Key takeaway: Einstein Copilot goes beyond Q&A by taking real CRM actions. Its customizability through Copilot Builder and custom actions means organizations can tailor the assistant to their specific business processes and workflows.