Design bot conversations with a goal in mind and then fine-tune your conversation
design based on goal performance. Add a goal to track how often your customers reach a specific
point in a dialog, such as when the bot returns a knowledge article, generates an order number,
or files a case. Then monitor goal performance to identify areas for improvement and iterate on
your bot. The more often your customers reach goals, the better your bot is meeting your
customers’ needs.
Required Editions
View completed goal counts for a bot on the Goals page. Get a broader view of performance
across bots with standard bot reports.
The Goals Page
In the Bot Builder, the Goals page shows a complete
list of your bot’s goals and completed goal counts for each. The Goals page shows
performance data for the last 180 days.
If you rename a goal, the completed goal count
for that goal is reset to zero. If you move a goal to another dialog, the completed goal
count isn’t reset. Instead, it shows combined performance data for the goal across all
dialogs the goal was associated with within the last 180 days.
When you deactivate and
reactivate a bot, the completed goal count for the goals associated with the bot aren’t
reset. The counts resume when you reactivate your bot.
Standard Bot Reports
We provide several prebuilt reports that give you a broader view of goal performance across
your bots. Learn more in Salesforce Help for Einstein Bot standard bot reports.
- Manage Goals
You can create, edit, and delete goals from the Dialogs page or the Goals page of the Bot Builder. On the Dialogs page, goals appear as a Goal dialog step. You can’t make changes to goals when your bot is active.
