Lesson 1: Chatbot Strategy, Use Cases, Channels, Personas, Intents, and Conversation Design
Lesson Overview
This lesson develops practical skills in chatbot strategy, use cases, channels, personas, intents, and conversation design for Salesforce Chatbot and Einstein Bots Training.
Topics Covered
Chatbots, Einstein Bots, service agents, Agentforce relationships, and channel strategy
Conversation principles, prompts, responses, confirmations, repair, tone, and accessibility
Dialog architecture, welcome, menus, FAQs, transactions, fallback, and escalation
Data, knowledge, authentication, privacy, consent, and sensitive information
Bot requirements and conversation map
Practical Activity
Configure or analyze a scenario involving chatbots, einstein bots, service agents, agentforce relationships, and channel strategy.
Build and validate an exercise covering customer intents, jobs, personas, journeys, volume, value, risk, and containment goals and conversation principles, prompts, responses, confirmations, repair, tone, and accessibility.
Use tests, logs, reports, or documentation to verify bot requirements and conversation map.
Key Takeaways
Explain chatbots, einstein bots, service agents, agentforce relationships, and channel strategy in the context of Salesforce Chatbot and Einstein Bots Training.
Apply practical methods for customer intents, jobs, personas, journeys, volume, value, risk, and containment goals and conversation principles, prompts, responses, confirmations, repair, tone, and accessibility.
Test, document, and troubleshoot bot requirements and conversation map.
