News / Artificial Intelligence

Salesforce Einstein Copilot Public Beta Launched: Everything You Need to Know

By Anirudh Kumar

After what seems like a long wait, Salesforce has now moved its Einstein Copilot offering from closed to public beta. Further announcements – potentially about even more features and broader availability – will be revealed at TrailblazerDX, which is set to kick off on March 6. The generative AI-powered assistant, which spans all Salesforce apps, is designed to drive productivity in a unified and customizable user experience – all while promoting that core value of trust. 

Einstein Copilot not only helps in enhancing customer experiences, but also in streamlining sales processes, marketing strategies, and operational efficiencies across the entire Salesforce product suite. Sitting within the CRM, it responds instinctively to user queries, gathering personalized data from across the platform to provide informative, real-time answers based on specific clients. According to Salesforce CEO Marc Benioff, “Einstein Copilot is the only copilot with the ability to truly understand what is going with your customer relationships”.

Einstein Copilot has made headlines lately, at a time when generative AI has sent ripples across all major industries on a global scale. In fact, 86% of IT executives believe that generative AI will have a major impact on their companies, and according to new research from Slack, AI use in the workplace accelerated 24% in the past quarter alone. 

How Does Copilot Work?

Central to Copilot’s operation is the Einstein Trust Layer, a foundation that ensures the highest standards of privacy, security, and ethical AI use. Salesforce states that this layer guards against bias, maintains data confidentiality, and ensures that all interactions are aligned with the company’s commitment to user trust and safety. Through its innovative features and trust-centric approach, Einstein Copilot is poised to transform how businesses interact with their data, making complex tasks more manageable and driving efficiencies like never before.

Einstein Copilot distinguishes itself from its competitors by letting users customize its functionality and responses. It is powered by Prompt Builder – a tool that will help you create and manage natural language prompts, used to interact with Copilot in the front-end. 

Einstein Copilot Key Features

1. Personalized Business Insights for Users

You can think of Einstein Copilot as a super-smart assistant for businesses that use Salesforce. It essentially grounds its responses with the business data from Data Cloud to provide necessary context for the outputs. This includes all the details in your customer relationship management (CRM) system, such as who your customers are, what they’ve bought, and even notes from calls or emails. 

Because Einstein Copilot can understand all this data, it can give really specific and smart answers or suggestions based on exactly what your company knows and needs. So, if you ask it for help with something, it doesn’t just give generic advice; it gives advice that’s custom-made for your business, using all the detailed information it has access to.

2. Predefined Actions to Enhance Efficiency

Copilot is engineered to bolster productivity through a suite of predefined, out-of-the-box “actions”. These actions will be executed and given to the user when prompted, enabling a streamlined and dynamic workflow. For example, an agent can prompt Einstein Copilot to close a customer service case and initiate a sales opportunity or propose an upsell. Copilot will understand the intent and execute the task(s) accordingly. This functionality highlights its  advanced ability to comprehend complex user intents and execute multi-tier tasks across different Salesforce applications and data silos. 

3. Optimizing Customer Engagements

Einstein Copilot works with a ‘reasoning engine’ that works in tandem with a Large Language Model (LLM) to deeply analyze a user’s prompt and identify the most suitable series of actions to complete it. For instance, when a sales representative asks Copilot to upgrade a customer to a higher product tier, the reasoning engine evaluates the customer’s current product subscriptions, discerns the feasible upgrade paths, and executes necessary updates across multiple systems. It will also enter the customer into a new marketing segment for high value customers.

Copilot acts as a helping hand in figuring out possible actions and determining which actions to deploy, the order to execute them in, and generating an upgrade plan to engage with the customer. 

4. Trusted Response

The Einstein Trust Layer serves the customer with trusted AI interactions and responses that fall in line with strict privacy and security measures. Salesforce also says that this has been incorporated into every product across the entire Einstein 1 platform. The added layer essentially masks personally identifiable information (PII), checks output for bias and toxicity, and protects sensitive data from breaches and unauthorized access. 

READ MORE: Breaking News: Salesforce Announce Einstein 1 and Copilot

How Einstein Copilot Can Help You

1. Streamlining Sales 

Einstein Copilot can take on several activities that would otherwise be time consuming for sales professionals. The AI will personalize sales emails and summarize calls. It can also be used to analyze customer data and interaction history to generate customized content that covers each prospect’s specific interests. In addition to this, it will also retrieve, update, and summarize records out-of-the-box.

Einstein Copilot offers a unified experience that seamlessly integrates with all Salesforce applications, enabling sales teams to efficiently access vital information from service or marketing departments using straightforward commands.

“Sales users will love the ability to identify their most important Opportunities and have the records summarized by AI. This will enable them to focus on the deals most likely to close, while also providing key information about the potential customer that can be used during proposals or demos. Getting AI to create draft emails, schedule meetings, or create a plan of the essential tasks needed to close a deal reduces manual data entry and ensures all customer interactions are recorded in Salesforce.” Christine Marshall

2. Empowering Service Agents With Einstein Copilot

Copilot can be a handy tool for service agents who are ideally required to close a given service case as quickly as possible. A major hurdle, however, is the myriad of information that is sitting in different systems and extensive product catalogs. Copilot lends a hand here by providing relevant knowledge articles with a simple prompt. And what about product discounts and important promotions? Well, Copilot has got you there too, providing data across multiple clouds. 

“Support Agents will be able to quickly and easily surface information to shorten the time to case resolution. Copilot will recommend relevant Knowledge Articles and agents can tell Copilot to create new cases or escalate cases.” Christine Marshall

3. A Step Up for Merchandising

Merchants are often burdened with boosting loyalty, conversion, and shopper lifetime value. Einstein Copilot chimes in with automation which increases productivity and infuses intelligence to enhance the customer experience in a new way. Salesforce claims that early adopters of AI are saving an average of 6.4 hours per week.

Einstein Copilot can also help merchants to quickly generate personalized product promotions to attract new customers and target slow-moving stock based on inventory insights. Copilot will help in optimizing site traffic with search engine optimization (SEO) content, generate product descriptions, and boost checkout conversion with AI recommendations to reach specific goals.

“Businesses can proactively identify poorly performing products using Copilot instead of time-consuming data analysis, thus enabling them to plan ways to increase sales or create promotions.” Christine Marshall

4. Advancing Financial Services

Complex service cases like transaction disputes are red zones and highest-cost areas for financial services. Solving a dispute typically requires constant switching between systems and maintaining regulatory compliance, all while trying to keep the operational costs down. Copilot can guide the agents through the resolution process and simplify transaction disputes with the help of customer specific data to automatically generate a recommended response. 


  • Customers can access Einstein Copilot by purchasing Einstein 1 editions or by adding it on to Enterprise or Unlimited Editions. Pricing can be found here. 
  • Einstein Copilot is currently available for Sales Cloud and Service Cloud. Einstein Copilot for Tableau, Commerce Cloud, and Marketing Cloud will be available later in 2024.
  • Einstein Copilot currently supports data residency in the United States and the English language.



Being one of the most anticipated announcements of the year, Einstein Copilot is aimed at easing burdens across different types of users. More details about Copilot will be revealed as we inch closer to this year’s TrailblazerDX. But until then, this article should give you a quick sneak peek into its range of capabilities. 

Let us know what you think in the comments section below.

The Author

Anirudh Kumar

Anirudh is the SEO Specialist at Salesforce Ben.


    April 18, 2024 1:59 pm
    Hi Anirudh, Do you see any specific use case for Marketing for Copilot? I could see sending email but I felt it was from Sale cloud perspetive.

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