Workflow of Call Script and Pharmacy Benefits Summary

Capabilities for Call Script and Benefits Summary Generation

Understand the capabilities that are used to generate call script and pharmacy benefits summary.

• Einstein Embedded AI: Einstein Embedded AI integrates intelligent features directly into Salesforce workflows, providing predictive analytics, automated insights, and personalized recommendations to enhance decision-making and efficiency for all users.
• Flow Builder: Flow Builder is a declarative tool for building complex workflows. Elements in a flow can run various actions, such as aggregate data, create or update records, and assign values to resources. See Flow Builder.
• Invocable Actions: Use Invocable Actions to create reusable actions or methods that can be invoked from process builders, flows, or even external applications via REST API calls.
• Context Service: Use Context Service to retrieve and consume information in tools such as Flows. Context Service comprises context definitions, which are a structured set of data required to execute a process. Pharmacy Benefits Verification has predefined context definitions called PharmacyBenefitsSummaryand CallScriptForPharmacyBenefits that are used in benefits summary and call script generation. See Context Service.
• Einstein Generative AI: Einstein Generative AI uses advanced models to generate human-like text and content, enabling dynamic content creation, automated responses, and improved customer interactions within Salesforce.
• Prompt Template: Prompt Template is a reusable prompt that includes placeholders for specific details about the context in which it’s being used. After you fill the placeholders with relevant data, you can use this prompt template to connect with Large Language Models (LLM) to perform specific tasks such as creating a summary or sending an email. See Create a Prompt Template

Warning This tool uses generative AI, which can produce inaccurate or harmful responses. Before using, review the output for accuracy and safety. You assume responsibility for how the outcomes of Einstein are applied to your organization.

Key Steps to Generate Call Script

Explore how the different components fit together to generate the call script. Use Einstein Embedded AI to trigger a Salesforce flow that uses invocable action to map data into a suitable format. Use Context Service to hydrate the data related to call script, and pass the information into process automation tools. Create a prompt template to include specific instructions for generating a call script.

Review the key steps in the call script generation process built by using the predefined context definitions, invocable actions, and a screen flow.

1. After initiating the benefits verification request, reps can generate the call script with just a click of a button.
2. On any care program enrollee record page, under Pharmacy Benefits Verification tab, click the Generate Call Script to launch a Generate Call Script screen flow.
3. To retrieve all the information related to a call script, the flow invokes the Ls Commercial Context Data ProviderInvocable action, which uses data from the CallScriptForPharmacyBenefits context definition. The benefits data that the context service returns is used in subsequent steps.
4. The flow then invokes another invocable action, called Serialize Apex Records To Stringified JSON to serialize records returned by apex class into Stringified JSON.
5. At the end, the flow invokes another invocable action, careProgramCallScriptGeneration that calls Summarize Call Script prompt template. The output from the prompt template is further passed to a Large Language Model (LLM), generates the required text. The final text returned by LLM is shown to users on the screen flow as a call script.
   

   Note Info: By default, the Summarize Call Script prompt template uses OpenAI GPT 4 Turbo model. You can’t edit or remove the Summarize Call Script prompt template. To make changes to the template, open the Summarize Call Script prompt template from Setup, and create a copy by clicking Save as.

Warning This tool uses generative AI, which can produce inaccurate or harmful responses. Before using, review the output for accuracy and safety. You assume responsibility for how the outcomes of Einstein are applied to your organization.

Key Steps to Generate Pharmacy Benefits Summary

Explore how the different components fit together to generate the benefits summary. Use Einstein Embedded AI to trigger a Salesforce flow that uses invocable action to map data into a suitable format. Use Context Service to hydrate the data related to pharmacy benefits summary, and pass the information into process automation tools. Create a prompt template to include specific instructions for generating a summary.

Review the key steps in the benefits summary generation process built by using the predefined context definitions, invocable actions, and a screen flow.

1. After initiating the benefits verification request, reps can generate the pharmacy benefits summary with just a click of a button.
2. On any care program enrollee record page, under Pharmacy Benefits Verification tab, click the Generate Summary button to launch a Generate Benefits Summary screen flow.
3. To retrieve all the information related to a benefits summary, the flow invokes the Ls Commercial Context Data ProviderInvocable action which takes data from PharmacyBenefitsSummary context definition. The benefits data that the context service returns is used in subsequent steps.
4. The flow then invokes another invocable action, called Serialize Apex Records To Stringified JSON, to serialize records returned by apex class into Stringified JSON.
5. The flow then invokes another invocable action, called careProgramBenefitsSummary that calls the Summarize Patient Pharmacy Benefits prompt template. The output from the prompt template is further passed to a Large Language Model (LLM), which generates the required text. The final text that the LLM returns appears on the screen flow as a patient pharmacy benefits summary.
   

   Note Info: By default, the Summarize Patient Pharmacy Benefits prompt template uses OpenAI GPT 4 Turbo model. You can’t edit or remove the Summarize Patient Pharmacy Benefits prompt template. To make changes to the template, open the Summarize Patient Pharmacy Benefits prompt template from Setup, and create a copy by clicking Save as.

Warning This tool uses generative AI, which can produce inaccurate or harmful responses. Before using, review the output for accuracy and safety. You assume responsibility for how the outcomes of Einstein are applied to your organization.