Artificial Intelligence / Admins / Consultants

Can ChatGPT Replace a Salesforce Consultant?

By Megan Tuano

When ChatGPT came out, a lot of Salesforce Consultants were excited to use the tool for everyday tasks. However, many professionals still haven’t utilized the tool or discovered many of its capabilities. As Salesforce Consultants, we navigate through complex projects, juggle client needs, and strive to stay ahead in the ever-evolving ecosystem through its various clouds. With that, it’s important to adapt to learning new skills, such as artificial intelligence, so we can deliver the best solutions for our clients. 

In this article, we will learn how ChatGPT can help us ask better questions, expand our thoughts, and be strategic in our work with our clients. To do this, we will learn the importance of ‘prompting’ and focus on critical thinking to allow us to ask better questions. We’ll also discuss how to maintain that essential ‘human touch’ with our clients, ensuring that as ChatGPT evolves, our consultancy practice evolves with it. We hope that this encourages you to dive deeper into the tool, all while continuing to be the amazing consultant you are!

The Art of ‘Asking Better Questions’

Remember when you were young, and you used to ask adults questions like “Why do birds migrate every year?”, “Why is the sky blue?”, or ‘“How do airplanes fly?”. We were curious from a young age and asked everything and more to anybody and everybody that would answer. But, why was the sky really blue? To get that question answered wasn’t enough – we had to know. 

“Why is the sky blue only in the morning?” and ’‘Why is it only blue and sometimes the sun changes it to other colors during sunrise or sunset?’” – we dug deeper and narrowed our questions. Now, as Salesforce Consultants, we know how the importance of asking follow-up questions to get to the root of a client request.

ChatGPT allows us the ability to ask questions and get a variety of specific yet detailed answers that allow our brains to continue thinking and grow stronger. We have opened up a new world, or should we say a new page of endless answers. But to do this, we have to know how to ask the right next question. 

This is why we’d like to introduce our fictional Salesforce Consultant, Anna, who is eager to master ChatGPT. We will focus on the essentials of ‘prompting’ and ‘critical thinking’ with detailed visual examples to empower consultants like Anna to deliver insightful solutions to our clients, while also maintaining the human touch that defines our work.  

Crafting Effective Prompts

Although Anna has experimented with ChatGPT, her initial attempts have been met with responses that are often vague, unclear, or missing the depth of detail she needs. Our goal is to bolster Anna’s assurance in leveraging the platform effectively. To achieve this, we’ll focus on the art of crafting strong prompts in ChatGPT, laying the foundation for precise and actionable insights.

When crafting a question for ChatGPT that elicits detailed and relevant responses, several key elements are crucial:

  • Correct grammar: Clear and correct grammar aids the AI in understanding the precise nature of your inquiry.
  • Provide context and background: Offering a brief context helps narrow down the AI’s focus, making its responses more tailored to your needs.
  • Clearly specify your topic: Clearly stating whether your question pertains to healthcare, technology, biology, or any other field helps in receiving a more relevant answer.
  • Mention people involved: Including names or roles of relevant entities can significantly enhance the specificity and applicability of ChatGPT’s responses.

Learning to create clear prompted entrances into ChatGPT comes with practice and time. You will have to get used to removing or adding certain words that may or may not belong in the prompt. 

When asking a detailed question, thorough contextual information is important. Let’s examine a few examples to illustrate the difference between effective prompts and those that may fall short and lack key details.

The initial question asked had crucial details missing – such as the identity of the client, the target users for the training material, and the specific type of training material needed, among others. As Salesforce professionals, we know firsthand that when we don’t receive all the necessary information or details from our clients, it requires us to follow up –  it’s the same case for ChatGPT. If we provide enough context in our prompts we can increase our potential for receiving detailed and applicable responses.

Having explored the art of crafting effective prompts for ChatGPT,  we can now focus on critical thinking in response to our clients’ user requests. When using ChatGPT for tickets, we first need to outline the scenario and request, then formulate targeted questions for the AI. This approach helps clarify the information being given and gives context to the type of outcomes we’re looking for. 

Let’s apply this method to assist Anna, who just had a new client request come through, and she’d like to work on refining her questioning technique for more insightful next steps she can utilize as a Salesforce consultant.

Ticket Request Example: Automating Customer Follow-Up Processes

Anna’s client would like to enhance their customer relationship management by automating follow-up communications after a service case is closed in Salesforce by their agents. This ensures that every customer receives personalized follow-up feedback.

If the feedback is negative, they request an automated alert sent to the customer service manager to take action and follow up with the customer. To tackle this, we have identified four key focus areas provided below. By breaking down complex requests like this enables us to craft precise questions.

  1. Define essential elements for the email template for service managers to receive.
  2. Generate a draft email template for client feedback.
  3. Establish a personalized alert system for the customer service manager, specifying alert criteria and types of alerts received.
  4. Outline potential follow-up actions within Salesforce for the customer service manager based on customer feedback.

Anna now has clear steps on how to move forward. Let’s break down how she can utilize the material in sections so we can show how to dive into her necessary next steps. We will focus on the email template’s next steps, and how she should approach the automation follow-up for service managers. 

The answers ChatGPT provided helped Anna clarify what she needs to focus on first, such as the response a client will receive along with clear next steps they can expect, rather than focusing on design and branding for an email. With the guidance of ChatGPT, she can dedicate her full time to focusing on the customer experience, turning a negative experience into a positive one.

Automation Next Steps

With ChatGPT’s assistance, Anna developed a strategy for service managers to address customer follow-ups effectively, especially after negative experiences. To tailor this approach, she plans to consult her client on several critical points:

  • What determines a negative customer experience?
  • Is the survey read via text or determined by numerical values?
  • What’s the most effective communication method (email or alert) to ensure service managers take prompt action?
  • If a follow-up is missed within a predetermined time frame, what steps should be taken for service members to follow up? Has this case been escalated?
  • Will all managers be responsible for follow-ups, or should a specific team be assigned to specific service managers?

By leveraging ChatGPT for brainstorming and strategic planning, Anna is positioned to help her client enhance service manager responsiveness and, ultimately, achieve the organization’s goal of boosting customer satisfaction. We can call that a huge win! 

The Importance of Human Element in AI

As Salesforce Consultants, ChatGPT helps to elevate our interactions with clients. By crafting detailed, well-structured prompts, we refine our questioning technique and ensure our clients’ needs remain our focal point. ChatGPT enables us to streamline workflows, fostering a proactive approach to consultancy. With ChatGPT, we bridge gaps in understanding and strategy, positioning ourselves as the consultants our clients trust and value.


As the Salesforce platform continues to grow and offer boundless possibilities, ChatGPT can help enrich our consultancy with fresh perspectives. Ultimately, it’s our client understanding and relationships built that truly drive our success; tools like ChatGPT are facilitators to help us and inspire new ideas for us to explore. Our time spent with the clients, and relationships built will continue to remain our most powerful tool. While ChatGPT can offer valuable next steps, always trust your consulting skills and experience to guide the best next step for your client. 

We hope this article encourages you to dive deeper into ChatGPT as you grow in your Salesforce consulting career and you help others along the way. If there are any other ways you use ChatGPT, please share your experience and knowledge in the comments! 

The Author

Megan Tuano

Megan is currently working as a Senior Business Analyst at Accenture Federal Services, and also works part-time as a content creator and Salesforce-focused Youtuber to help navigate, guide, and inspire others through their journeys.

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