Lilly Tech Systems
Intermediate
Einstein GPT
Harness generative AI across Salesforce to auto-generate personalized emails, case summaries, marketing content, and Apex code grounded in your CRM data.
What is Einstein GPT?
Einstein GPT brings generative AI capabilities to every Salesforce cloud. It combines public and private LLMs with your CRM data to generate content that is personalized, contextual, and relevant to your business.
Trust Layer protection: All Einstein GPT interactions pass through the Einstein Trust Layer, which masks sensitive data before sending to LLMs, checks outputs for toxicity, and logs everything for audit compliance.
Einstein GPT by Cloud
| Cloud | Generative Capability | Example |
|---|---|---|
| Sales | Email generation | Draft personalized follow-up emails using deal context and contact history |
| Service | Case summaries & replies | Auto-summarize case history and suggest agent responses |
| Marketing | Content creation | Generate email subject lines, body copy, and campaign content |
| Commerce | Product descriptions | Auto-generate product descriptions from catalog attributes |
| Platform | Code generation | Generate Apex code, formulas, and Flow descriptions |
Prompt Templates
Salesforce provides a Prompt Builder for creating reusable, grounded prompt templates:
- Merge fields: Pull CRM data (contact name, account details, opportunity stage) directly into prompts
- Flow integration: Use prompt templates within Salesforce Flows for automated AI workflows
- Apex actions: Trigger prompts programmatically from Apex code and LWC components
- Template types: Sales emails, service replies, record summaries, field generation, and Flex templates
Model Selection
Einstein GPT supports multiple LLM providers:
- Salesforce models: Purpose-built models optimized for CRM tasks
- OpenAI: GPT models accessible through the Trust Layer
- Anthropic: Claude models for enterprise-grade generation
- BYOM: Bring your own model via the Einstein Model Builder
Key takeaway: Einstein GPT turns CRM data into AI-generated content at every customer touchpoint. The Prompt Builder enables admins to create reusable templates that ground LLM outputs in actual customer data for relevance and personalization.