Today’s business world moves quickly which leads to customers having greater expectations than before. Business organizations need to transition from conventional CRM approaches to intelligent technologies that enable stronger customer connections while automating repetitive tasks and delivering immediate insights. Our course, “Mastering Salesforce AI: Transform CRM with Intelligent Automation”, offered by SmartNet Academy, helps professionals advance their Salesforce capabilities by strategically applying artificial intelligence.
The advanced program thoroughly explores the Salesforce ecosystem while teaching learners to implement AI tools such as Einstein AI and intelligent automation for comprehensive improvement of customer relationship management. Through a combination of theoretical modules and practical labs students gain the skills to design and deploy AI solutions which meet business goals and produce quantifiable benefits.
Understanding Salesforce AI Capabilities
The world acknowledges Salesforce as the market leader in customer relationship management (CRM) platforms. Salesforce has developed into an AI-enabled ecosystem through its emphasis on automation and personalized customer engagement coupled with real-time insights. In the course Mastering Salesforce AI: Transform CRM with Intelligent Automation, learners begin their journey by gaining a deep understanding of the Salesforce AI architecture and the suite of intelligent tools under the Einstein brand.
Introduction to AI in Salesforce CRM
This foundational module begins by exploring the role of artificial intelligence in redefining CRM strategies. Traditional CRM systems collect and manage data, but Salesforce AI transforms this data into actionable insights. Learners will explore how AI is integrated natively into Salesforce, enhancing its capabilities across sales, service, and marketing.
Key topics include:
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The evolution of AI in CRM systems
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The business case for integrating AI in customer relationship workflows
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How Salesforce Einstein augments CRM functionality with intelligence and automation
By examining common business pain points, learners begin to appreciate the real-world value of Salesforce AI solutions.
Overview of Salesforce Einstein Suite
Salesforce Einstein is not a single product but a suite of AI technologies tailored to different CRM needs. In this section, learners explore the core components:
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Einstein Prediction Builder: Enables users to build custom AI models that predict outcomes like churn probability, purchase intent, or support case resolution.
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Einstein Discovery: Delivers intelligent explanations and recommendations by analyzing datasets, trends, and business drivers without requiring advanced data science skills.
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Einstein Next Best Action: Offers real-time recommendations based on predefined rules and predictive models.
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Einstein Language and Einstein Vision: Adds natural language processing and image recognition to Salesforce apps, enabling sentiment analysis, text classification, and object detection.
Learners will gain practical insight into how these tools are used across departments to enhance user productivity and customer satisfaction.
Applying Salesforce AI Across Clouds
One of Salesforce’s key strengths is its multi-cloud architecture. The course explores how AI capabilities are implemented in various clouds, including:
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Sales Cloud: Enhance lead scoring, deal insights, and sales forecasting through Einstein Lead Scoring and Opportunity Insights.
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Service Cloud: Streamline support processes with case classification, automated triage, and intelligent chatbots powered by Einstein Bots.
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Marketing Cloud: Drive targeted engagement using predictive audience segmentation, Einstein Engagement Scoring, and campaign optimization tools.
Each use case is contextualized through industry examples, ensuring learners can envision the direct application of AI features in their own Salesforce environments.
Real-World Applications of Salesforce AI Capabilities
To make these tools tangible, learners explore a variety of case-based scenarios:
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A retail company improves email open rates by using Einstein Engagement Scoring
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A SaaS business reduces customer churn with custom models in Einstein Prediction Builder
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A telecom provider implements Einstein Next Best Action to optimize cross-sell recommendations
Through these examples, students understand how AI capabilities within Salesforce lead to measurable improvements in engagement, retention, and revenue.
Building Confidence Through Practical Experience
The course emphasizes a hands-on approach to understanding Salesforce AI. Learners are encouraged to:
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Experiment with AI model configuration in a sandbox environment
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Build dashboards that visualize prediction scores and suggested actions
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Evaluate model impact by comparing pre- and post-AI performance indicators
This blend of conceptual understanding and real-world practice ensures learners are prepared to implement and scale Salesforce AI solutions with confidence.
By the end of this module, students will have a solid foundation in Salesforce AI capabilities, enabling them to strategically plan, implement, and communicate the business value of intelligent automation within their CRM strategy.
Implementing Intelligent Automation in Salesforce
Salesforce AI goes far beyond data analysis—it enables dynamic, real-time automation that revolutionizes how teams work across sales, service, and marketing. In the course Mastering Salesforce AI: Transform CRM with Intelligent Automation, this module focuses on turning insights into action by teaching learners how to implement intelligent automation throughout the Salesforce ecosystem.
Automating Lead Scoring and Assignment with Einstein Lead Scoring
One of the most powerful tools in Salesforce AI is Einstein Lead Scoring, which helps sales teams prioritize leads based on the likelihood of conversion. Rather than relying on manual or static criteria, Einstein AI uses historical lead and conversion data to:
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Automatically score leads on a scale from 1 to 100
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Surface key factors influencing conversion predictions
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Continuously improve scoring models with new data
Learners will practice how to activate Einstein Lead Scoring, customize scoring models for their organization, and configure automated workflows that assign high-quality leads to the most appropriate sales reps—maximizing conversion efficiency.
Syncing Communication Data with Einstein Activity Capture
Efficient CRM relies on complete, accurate communication records. With Einstein Activity Capture, learners explore how to:
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Automatically sync emails and calendar events from Gmail or Outlook into Salesforce
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Eliminate the need for manual logging of interactions
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Create a more complete customer activity timeline
This ensures that sales reps and service agents have up-to-date information at their fingertips, enhancing response quality and internal collaboration.
Automating Customer Support with Einstein Bots
AI-powered chatbots are essential for modern customer service. This course guides learners through setting up and managing Einstein Bots to:
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Automate initial case intake, FAQs, and triage steps
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Route complex cases to human agents
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Use pre-trained NLP models to understand customer intent
Learners will configure bot conversations using the Bot Builder interface and integrate bot flows with Service Cloud data, improving responsiveness and reducing resolution times.
Configuring Next Best Action for Real-Time Recommendations
Personalization is key in sales and support. With Einstein Next Best Action, students learn how to:
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Design and deploy recommendation strategies using flows and decision logic
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Use predictive modeling and business rules to serve context-aware suggestions
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Embed actionable insights directly into Salesforce records or dashboards
This automation transforms user experiences by guiding them through the most optimal next step—whether it’s a sales offer, support solution, or upsell opportunity.
Practical Labs and Automation Simulations
To reinforce these skills, the course includes a series of guided labs where learners:
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Set up intelligent workflows for lead distribution and customer support
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Analyze the impact of automation on productivity and customer satisfaction
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Simulate business scenarios to stress-test automation rules and exceptions
By the end of this module, learners will understand how intelligent automation in Salesforce improves CRM efficiency, reduces manual effort, and empowers teams to act on AI insights in real time.
Enhancing Decision-Making with Predictive Analytics
One of the core strengths of Salesforce AI is its ability to enhance decision-making using predictive insights. This module introduces learners to:
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Einstein Discovery: building predictive models without code
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Using outcome-based modeling to uncover business drivers
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Interpreting and applying predictive scores in dashboards and reports
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Forecasting sales, churn, and customer behavior using Einstein Forecasting
Practical assignments help learners embed predictions into daily CRM processes, empowering sales teams and service agents to act with confidence.
Customizing Salesforce AI Solutions for Unique Business Needs
One of the most valuable strengths of Salesforce AI lies in its flexibility. Businesses operate with unique goals, datasets, and customer journeys—so a one-size-fits-all AI strategy is rarely sufficient. In the course Mastering Salesforce AI: Transform CRM with Intelligent Automation, this module is dedicated to teaching learners how to tailor AI tools in Salesforce to meet the specific needs of their organization.
Using Einstein Prediction Builder for Custom CRM Models
With Einstein Prediction Builder, Salesforce enables users to develop custom AI models that predict outcomes without requiring a background in data science or coding. Learners are introduced to:
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Selecting a custom object or field to predict, such as contract renewal likelihood or lifetime value
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Identifying relevant predictor variables from existing CRM data
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Setting up the model and monitoring its training progress and accuracy scores
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Reviewing key drivers that influence predictions
Through guided exercises, learners build practical models that can support sales prioritization, service retention, and account management.
Integrating External Data Sources with Einstein Discovery
Salesforce data is powerful, but in many organizations, critical information resides in external systems. This section teaches students how to:
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Connect external data from cloud storage or business intelligence platforms to Einstein Discovery
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Combine internal and external datasets to generate holistic insights
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Create actionable stories and recommendations based on unified data sources
By enriching Salesforce AI with external insights, learners gain a deeper, more accurate understanding of customer behavior and business performance.
Customizing Einstein Next Best Action Logic
No two customer journeys are identical, and personalized recommendations require tailored logic. Learners in this course will:
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Define eligibility rules for recommendations based on user roles or customer segments
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Use Flow Builder to link Einstein Next Best Action strategies to business workflows
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Customize offer content and delivery timing based on CRM activities
These capabilities allow businesses to align AI-driven recommendations with their sales and service strategies in a scalable and adaptive way.
Applying AI Rules for Role-Based Decision Support
Organizations often have distinct workflows across departments. This module guides students to:
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Develop separate AI models or logic rules for different user groups (e.g., BDRs, account managers, service reps)
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Create conditional flows that adapt to specific use cases and territories
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Align AI recommendations with department KPIs and goals
Learners will build intelligent decision trees and logic paths that reflect the diversity of roles and business units within their CRM architecture.
Hands-On Practice and Real Business Scenarios
Throughout this module, learners apply their knowledge in sandbox environments. Activities include:
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Designing a custom prediction model for product upsell likelihood
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Integrating marketing data to fine-tune customer journey stages
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Creating different recommendation flows for enterprise vs. SMB clients
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Testing, refining, and documenting AI workflows for business alignment
By the end of this module, learners will have built and validated customized Salesforce AI solutions that demonstrate deep understanding of both technical configurations and strategic business value.
Optimizing Customer Interactions with AI Personalization
Customer engagement is a strategic differentiator. This module shows learners how Salesforce AI helps personalize every touchpoint:
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Use Einstein Engagement Scoring in Marketing Cloud to tailor campaign delivery
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Segment audiences dynamically using predictive and behavioral data
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Enable contextual chatbot conversations with Einstein Bots
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Personalize service responses through case classification and sentiment analysis
Students will work on customer journey mapping and learn how AI can influence the timing, content, and delivery of interactions.
Evaluating AI Performance in Salesforce Environments
Successful AI implementation doesn’t end with deployment. Learners will be taught how to:
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Monitor prediction accuracy and re-train models as needed
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Set up KPIs for AI effectiveness across different clouds
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Perform A/B testing on AI-driven campaigns or recommendations
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Maintain compliance and transparency in AI models
This critical evaluation phase ensures that AI in Salesforce continues to evolve with the business and stays aligned with goals.
Real-World Case Studies and Applied Use Cases
Throughout the course, learners will analyze real-world Salesforce AI implementations. Use cases include:
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Improving sales forecasting accuracy for a B2B software provider
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Automating customer support chat with Einstein Bots for an e-commerce platform
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Using predictive modeling to reduce churn in a subscription business
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Enhancing lead scoring with behavioral data in a B2C retail setting
These examples illustrate how AI can be used to solve practical CRM challenges.
Capstone Project: AI-Driven CRM Optimization
To synthesize the learning experience, students will complete a capstone project where they:
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Define a CRM challenge in their own (or a hypothetical) organization
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Select and configure the appropriate Salesforce AI tools
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Create intelligent workflows or recommendations
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Measure success through defined KPIs and present findings
The project showcases mastery of both strategic planning and technical execution of Salesforce AI capabilities.
Certification and Career Development
Successfully completing the course Mastering Salesforce AI: Transform CRM with Intelligent Automation not only equips learners with critical technical and strategic knowledge—it also opens doors to new professional opportunities. At the heart of this value lies the official Certificate of Completion in Salesforce AI Solutions from SmartNet Academy, an internationally respected provider of digital skills education.
Industry-Recognized Certification
This certificate validates a learner’s ability to implement and customize intelligent Salesforce AI solutions in real-world business environments. It signifies proficiency in:
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Building AI models using Salesforce Einstein tools
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Automating CRM tasks and workflows using AI
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Interpreting predictive analytics to guide strategic decisions
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Integrating external data into Salesforce for enriched insights
Whether you’re applying for a new role, advancing within your company, or seeking freelance or consulting opportunities, this credential demonstrates that you have the hands-on knowledge and applied skillset that employers are actively looking for.
Demonstrating Innovation and Problem-Solving Skills
In a competitive digital economy, businesses need professionals who can translate data into action. This course challenges learners to:
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Solve CRM challenges using custom AI workflows
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Think creatively about applying predictive modeling to business objectives
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Present solutions that align AI recommendations with real KPIs and ROI
The capstone project, a central component of the course, becomes a showcase of your ability to design, build, and present Salesforce AI solutions with business value in mind—setting you apart in a crowded field.
Pathways to Role Expansion and Leadership
The certification is ideal for Salesforce administrators, analysts, developers, and CRM managers who are ready to take on more strategic responsibilities. Upon completion, learners will be equipped to:
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Transition into roles focused on AI strategy, automation leadership, or CRM optimization
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Lead implementation of AI-enabled solutions across marketing, sales, or service departments
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Participate in digital transformation projects that require AI expertise and stakeholder communication
SmartNet Academy’s certification signals that you’re prepared to drive transformation using intelligent technology.
Fueling Long-Term Career Growth
As AI adoption accelerates across industries, professionals with Salesforce AI expertise will continue to see rising demand. By earning this certification, learners not only validate their skills today but also future-proof their careers for tomorrow.
SmartNet Academy supports learners beyond course completion by:
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Offering continued access to materials for ongoing review
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Providing updates on platform changes and new AI features
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Recommending advanced learning tracks and career pathways
This certification isn’t just a finish line—it’s a launchpad for lifelong learning and meaningful impact in the evolving CRM and AI landscape.
Why Learn Salesforce AI with SmartNet Academy?
SmartNet Academy provides a learner-first experience designed for working professionals. By enrolling in this course, learners benefit from:
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Access to a sandbox Salesforce environment for experimentation
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Guided walkthroughs, downloadable resources, and expert-led tutorials
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Real-time feedback through discussion boards and peer reviews
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Scenario-based challenges that mirror enterprise-level implementations
The curriculum emphasizes clarity, relevance, and practical application—equipping learners to make an immediate impact in their organizations.
Transform the Way You Use Salesforce
Salesforce has long been the global leader in customer relationship management, but in today’s fast-evolving digital landscape, it has transformed into a dynamic platform for intelligent business innovation. With the integration of AI technologies like Salesforce Einstein, organizations are empowered to go far beyond basic CRM functions. In Mastering Salesforce AI: Transform CRM with Intelligent Automation, learners are shown how to turn this powerful platform into a strategic engine for growth, personalization, and automation.
From CRM Tool to Intelligent Business Engine
For many teams, Salesforce begins as a centralized database for tracking customer interactions. But as learners discover in this course, its full potential is realized when AI is infused into every workflow. Learners are taught how to:
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Build intelligent models that anticipate customer needs and behaviors
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Use AI-powered lead scoring to maximize conversion efficiency
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Automate repetitive service and marketing tasks, reducing manual workload
This shift turns Salesforce into a proactive system that supports smarter decisions at every customer touchpoint.
Drive Revenue Through Predictive AI
One of the key promises of Salesforce AI is its ability to impact the bottom line. Learners explore how predictive modeling helps:
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Identify high-value prospects early in the sales cycle
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Forecast sales outcomes more accurately than traditional methods
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Recommend tailored upsell and cross-sell opportunities
These capabilities allow businesses to pursue revenue opportunities more effectively, with less guesswork and greater confidence.
Build Customer Loyalty with Personalization
In the age of digital saturation, personalization is everything. The course emphasizes how Salesforce AI enables:
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Real-time, tailored communications based on behavioral and contextual data
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Dynamic recommendations for content, products, and services
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Automated journeys that adjust as customer preferences change
Learners leave this module equipped to implement AI solutions that deepen engagement and foster loyalty at scale.
Automate Operations to Drive Efficiency
Operational efficiency is essential for scaling organizations. This course teaches learners to:
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Deploy Einstein Bots to manage service interactions
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Use Activity Capture to eliminate redundant data entry
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Integrate AI into workflows to reduce error and increase consistency
Automation reduces cost, frees up human resources for strategic work, and ensures a consistent, high-quality customer experience.
Become a Leader in Digital Transformation
Organizations today are looking for change agents—professionals who can lead them through complex technological shifts. By the end of the course, learners are prepared to:
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Align AI solutions with business KPIs and strategic initiatives
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Collaborate with cross-functional teams to execute AI projects
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Communicate the value of AI to stakeholders at every level
Whether you’re in a technical role or a leadership position, these skills prepare you to guide your organization through the next phase of digital transformation.
Join the Salesforce AI Movement
SmartNet Academy invites you to become more than just a user of Salesforce. Become a strategist. An innovator. A trailblazer in the intelligent CRM revolution. Through hands-on projects, real-world case studies, and expert instruction, you’ll develop the skills to transform how your organization uses Salesforce—creating smarter customer journeys, more efficient teams, and measurable business results.
This course is not just about learning tools. It’s about unlocking the power of Salesforce AI to shape the future of customer engagement.
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