Navigating the Salesforce AI Landscape: The AI for Business suite
For companies using Salesforce, the AI for Business suite makes it easy to create more personalized interactions and make better decisions across your CRM.
This is the out-of-the-box side of Salesforce AI, so there are no agents to build from scratch and there is no code required. Here, you’ll just find intelligent functionality embedded directly in Sales Cloud, Service Cloud, Marketing Cloud, and more.
Here’s why we think AI for Business deserves your attention, and how you can start making smarter use of it today.
What’s in the AI for Business suite of products?
AI for Business refers to Salesforce’s suite of pre-configured, ready-to-use AI features built directly into its cloud products. It’s basically Einstein-powered functionality you can turn on and start using with minimal setup, all while keeping it compliant, secure, and scalable.
From generating emails and summarizing cases to forecasting sales and personalizing content, these tools help teams work both smarter and faster. And since they’re native to Salesforce, they leverage your CRM data in real time.
Let’s take a closer look at each of the tools that are included.
AI for Sales
From lead generation to deal closure, Einstein and Agentforce empower sales teams with insights, personalization, and operational efficiency.
Agentforce
- Sales Development lets AI handle lead outreach, product questions, and meeting scheduling before passing qualified leads on to your team.
- The Sales Coach gives every rep a virtual coach to role-play scenarios, handle objections, and get feedback before real calls.
Generative AI
- Sales Emails auto-generates personalized emails using CRM data, which is perfect for intros, follow-ups, and quick replies from anywhere.
- Call Summaries and Exploration gives your instants, actionable call summaries and insights to keep your deals moving.
- Personalized Close Plans generates a customized action plan based on your sales process and CRM data, without the need for any manual work.
- Prospect and Account Research gets you a quick snapshot of any lead or account, including competitor info and live updates, just by asking Einstein.
Predictive AI
- Active Capture does away with manual data entry, auto-logging key info from emails and calendars to keep your records current.
- AI-Driven Deal Insights points out risks and opportunities early with AI-driven scoring based on real engagement data.
- Predictive Forecasting gets you the relevant logic, factors, and business trends that go into the predictions. Easily assess potential gaps in your pipeline and sales process.
When to use these tools: If your team needs quicker outreach, more accurate forecasting, or an easier way to manage pipeline, AI for Sales can boost productivity without changing your workflow.
AI for Customer Service
Whether it’s answering common questions or generating summaries for your agents, AI keeps customer support teams one step ahead.
Agentforce
- The Service Agent is always available to support your customers through chat, voice, and messaging apps. It’s ready right out of the box to handle common tasks like case management and order tracking.
Autonomous AI
- Conversational Messaging allows the Service Agent to chat with customers at any time, and on any channel. It uses natural language and rich media like images, video, or audio.
- Trusted Responses gives accurate, personalized answers that are gounded in your business data and knowledge base.
- Intuitive Setup needs no complex setup. You can use templates, Salesforce components, and your preferred LLM to launch fast.
- Security and Guardrails give you built-in privacy controls from the Einstein Trust Layer to ensure safe, compliant interactions and have the Service Agent hand them off to humans when needed.
Generative AI
- Conversation Summaries auto-generates summaries of each interaction to save your agents time and improve documentation.
- Knowledge Articles take your support conversations and turn them into helpful articles to build and grow your knowledge base.
- Search Answers gives your reps and customers instant, accurate answers with AI-powered search that is customized to your knowledge base.
Einstein
- Service Replies help you speed up responses with suggested replies across your messaging channels.
- Service Planner auto-generates your service plans for more consistent and compliant support.
- Case Classifications lets Einstein sort and route your cases so that agents can focus on solving them.
- Bot Builder creates bots to handle common tasks and deliver support across platforms and languages.
- Multilingual Bots deliver a consistent, localized experience in multiple languages with minimal setup.
- Bots API brings Einstein Bots into your apps and channels to streamline everything from lead generation to internal requests.
When to use these tools: AI for Customer Service is a must if your team fields a high volume of cases, or if you're looking to improve consistency and speed in customer support.
AI for Marketing
Salesforce AI simplifies marketing with automation, predictive insights, and content generation designed to scale.
Agentforce
- Campaigns speed up your campaign creation with AI-powered tools that keep content both on-brand and aligned with your goals.
- Unified Conversations for SMS turn marketing tests into two-way conversations, helping your customers book appointments, redeem offers, and more from a single number.
Data Cloud
- With Agent-Driven AI Segmentation, you just describe your audience and let agents build your segment, without the need for any SQL.
- Build or Bring Your Own AI Model lets you use clicks and not code to build predictive models, or plug in your own from tools like SageMaker or Vertex AI.
Marketing Cloud Engagement
- Journey Optimization creates, tests, and refines customer journeys with predictive AI to optimize timing, content, and channels automatically.
- Content Creation and Selection generates on-brand copy and visuals instantly with your campaign and customer data.
- Messaging Insights helps you spot issues like low engagement early and fix them quickly with real-time alerts.
Marketing Cloud Account Engagement
- AI Lead, Behavior, and Account Scoring lets AI surface top leads and accounts, which is great for tighter marketing and sales alignment
- Full Funnel Multi-Touch Attribution lets you see which channels and activities actually move the needle with AI-powered attribution.
Einstein
- AI Objective-Based Recommendations sets your business goals and lets AI tailor your product and content suggestions to match.
- AI-Automated Offers personalizes every offer using live customer behavior and business goals.
- Real-Time Affinity Profiling helps you understand what your customers care about in real time, and then it uses that to increase engagement.
Marketing Cloud Intelligence
- Data Integration does away with spreadsheets, and both automates and unifies all your marketing data in one place.
- Campaign Performance Insights lets you visualize campaign performance and get smart tips on how to adjust as they go.
- Automated Planning and Pricing uses predictive insights to shift budget, avoid waster, and increase your return on ad spend.
When to use these tools: AI for Marketing is ideal for teams focused on engagement, conversion, and content scalability across multiple channels.
AI for Commerce
Whether it’s B2C or B2B, today’s buyers expect smooth, intelligent, personalized digital experiences. Salesforce AI for Commerce helps make that possible.
Agentforce
- The Personal Shopper helps shoppers find what they need and check out fast. It’s smarter than a chatbot, learning and adapting with your full data set.
- Buyer makes B2B buying as easy as B2C. It uses natural language or even photos to reorder products, all with personalized pricing and fast transactions.
- Merchant Agent acts like an AI-powered teammate for your merchandisers. It automates setup, promos, and product content while boosting conversions with real-time insights.
Einstein
- Product Recommendations offers suggestions for top products using AI-powered insights from shopper behavior, purchase history, and trends across your network.
Conversational Insights
- Here, you get real-time insights on what’s selling, what shoppers buy together, and how to improve store performance with AI-backed actions.
Smart Promotions
- This auto-generates personalized promotions to move inventory or increase conversions, available in multiple languages.
Product Descriptions & SEO Metadata
- With this you can create local-language product descriptions and SEO tags to boost your visibility attract traffic, and drive conversions in new markets.
When to use these tools: If you run an e-commerce storefront and want to drive more personalized, intuitive shopping experiences, AI for Commerce helps you optimize conversion and customer satisfaction with less manual work.
How we see it
We’ve already seen how Salesforce’s AI for Business tools make a big impact, especially when they’re paired with clean data and strong alignment. The insights provided by these tools help teams move faster, prioritize better, and personalize at scale.
That said, starting with a strong implementation strategy is essential. These tools have great potential, but they’re not magic on their own. We recommend identifying the right use cases, ensuring your CRM data is in good shape, and defining clear goals in advance.
At Modelit, we recognize the value of these tools but also stress the importance of maintaining a human touch. Sales coaching agents, for example, shouldn’t replace your existing sales reps. Instead, the agents can help your reps sharpen their skills and focus their energy where it matters most. Think of it as an opportunity to level up how your business gets gone.
Summary
Salesforce AI is expanding rapidly, giving businesses new ways to scale productivity, automate complexity, and personalize every interaction.
Across Sales, Service, Marketing, and Commerce, these tools are becoming more accessible and easier to integrate. Whether you’re just starting to explore AI or looking to deepen its role in your workflows, there’s a growing stack of capabilities to build on.
Up next in this series, we’ll take a look at Salesforce’s low-code AI builders, including Prompt Builder, Copilot Builder, and Model Builder, to show how you can customize and scale AI across your org with clicks, not code.
