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Experience Cloud
Let Agentforce Service Agent Start Search-Based Conversations

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Let Agentforce Service Agent Start Search-Based Conversations

Let Agentforce Service Agent read users’ search queries in real time and initiate context-driven conversations to help users find what they are looking for faster.

Required Editions

Available in: Lightning Experience
Available in: Enhanced Chat and Performance, Unlimited, and Developer Editions with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on
User Permissions Needed
To enable agents in Salesforce:

Manage AI Agents

OR

Customize Application
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
To access knowledge base: Lightning Knowledge

Complete these prerequisites for desktop site and the Salesforce mobile app:

  1. Make sure you have Enhanced Chat set up on your customer site.
  2. Set up your self service portal.
  3. Set up a service agent. When you review the topics that come with a service agent, make sure General FAQ and Escalation topics are added. After creating your service agent:
    1. In Agent Builder, click Knowledge.
    2. Enable Show Sources and enter your knowledge domain URL. This URL is where the Agentforce Service Agent searches for the knowledge articles to answer user queries.
  4. Connect your service agent to Enhanced Chat (MIAW).
 
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