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Einstein and Data Usage in Service
As an Einstein customer, it’s important to know which data is used in Service Cloud.
Required Editions
| View supported editions. |
The table lists the customer data that’s submitted by the customer to Salesforce services as defined in the Main Services Agreement (MSA).
The table also indicates which features use global models trained on customer data. These models look for aggregated trends across multiple Salesforce customers. If an Einstein feature uses a global model, the customer can opt out of the global model and have control over whether their data contributes to global models. For more information on how to control how your data is used, see Manage Salesforce Access to Customer Data.
To check which features are included in your license or edition, see Einstein for Service.
| Feature | Customer Data and Salesforce Objects used | Usage Data Used | Global Model Used |
|---|---|---|---|
| Agentforce Service Agent | MessagingSession, AgentWork, Conversation, and ConversationEntry | N/A | No |
| Agentforce Service Planner | Case, EmailMessage | N/A | No |
| Einstein Article Recommendations | Default model doesn’t use customer data. If enabled, customer-specific model uses Case, Article (Knowledge__kav), and CaseArticle. | CandidateAnswer (stores all articles recommended), EinsteinAnswerFeedback (stores customer interaction with recommended articles such as clicks and hovers) | No |
| Einstein Bots (if NLP is enabled) | Utterances selected by customer. Object used: MlIntentUtterance | N/A | No |
| Einstein Case Classification | Case | N/A | No |
| Einstein Case Wrap Up | Case, LiveChatTranscript | N/A | No |
| Einstein Conversation Mining | Case, ConvReasonReportDefinition, ConvReasonReportSegmentDef, ConversationReason, ConversationReasonExcerpt, ConversationReasonGroup, EmailMessage, LiveChatTranscript | ConversationReasonExcerpt (stores ID's and indexes from LiveChatTranscript or EmailMessage), engagement data based on usage (such as opens, clicks, exits) in the setup flow and timestamps associated with them. | No |
| Einstein Knowledge Creation | Case, CaseComment, Email, KnowledgeArticle (Knowledge__ka), KnowledgeArticleVersion (Knowledge__kav), LiveChatTranscript, MessagingSession | N/A | No |
| Einstein Reply Recommendations | LiveChatTranscript, QuickText | MLRetrainingFeedback (stores recommendations displayed and customer interaction with recommended replies). For example, posted, edited, marked not helpful. | No |
| Einstein Service Replies for Chat | LiveChatTranscript, VoiceCall, Case, Knowledge, Email, MessagingSession, ConversationEntry | N/A | No |
| Einstein Service Replies for Email | Case, Knowledge, email | Feedback data provided by customers on emails. For example, thumbs up or down, comment. | No |
| Einstein Work Summaries | LiveChatTranscript, VoiceCall, Case, Knowledge, Email, MessagingSession, ConversationEntry | N/A | No |
| Field Service Einstein - Pre-Work Brief | Account, Case, Contact, Location, Pricebook2, Service Appointment, Service Contract, Work Order, Work Order Line Item, Work Plans, Work Step | N/A | No |
