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            Configure Summary and Dynamic Q&A for Knowledge Articles

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            3. Financial Services Cloud Admin Guide

            Configure Summary and Dynamic Q&A for Knowledge Articles

            Set up the Knowledge Article Summary component to show AI-generated summaries of financial knowledge articles and configure the Dynamic Q&A component for your users to view and interact with frequently asked questions about the articles on the Financial Services Client Portal.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions
            User Permissions Needed
            To create and manage prompt templates in Prompt Builder:

            Prompt Template Manager permission set

            • Manage Prompt Templates

            • Execute Prompt Templates
            To create and manage Agentforce Service agents: Manage Agentforce Service Agents permission set AND Manage AI Agents To let the agent user securely access data and perform actions, see Best Practices for Agent User Permissions.
            To enable digital experiences: Customize Application
            To customize a Financial Services Client Portal:

            Be a member of the portal AND Create and Set Up Experiences

            OR

            Be a member of the portal AND View Setup and Configuration AND an Experience Cloud admin, publisher, or builder in that portal
            1. To use your knowledge base in the Experience Cloud portal, enable lightning knowledge. See Enable Lightning Knowledge.
            2. To give your knowledge agents access to articles in Lightning Knowledge, specify which agents in your company are Salesforce Knowledge users and can create, edit, archive, and delete articles. See Provide access to Lightning Knowledge Users.
            3. To provide user access to Knowledge, enable the Knowledge User checkbox for a user.
              1. From Setup, in the Quick Find box, enter Users, and then click Users.
              2. Click Edit for the user record you want to enable Knowledge access.
              3. Enable the Knowledge User checkbox.
              4. Save your changes.
            4. Turn on Service AI Grounding to add context and personalization to AI- drafted responses.
            5. Create knowledge articles to be made available in your Financial Services Client portal.
              1. From the App Launcher, find and select Knowledge.
              2. Click New.
              3. Enter a title for the article. Click in the URL Name field to generate the URL Name from the title.
              4. Enter a question and an answer for the article.
              5. Under Properties, select Visible in Public Knowledge Base.
              6. Save your changes.
              7. Repeat these steps to create more articles.
              8. Publish the knowledge articles.
            6. Turn on Einstein Generative AI and assign users the appropriate permission set to use Prompt Builder.
            7. Enable Topics for Objects so that users can add topics to records of that object type on the record detail page.
              1. From Setup, in the Quick Find box, enter Topics for Objects, and then click Topics for Objects.
              2. Enable topics for Knowledge and select the relevant fields.
              3. Save your changes.
            8. Create an Experience site using the Financial Services Client Portal template to give your customers access to the self-service capabilities.
            9. Add knowledge to your Experience Cloud portal using topics.
              1. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
              2. Next to your Experience Cloud portal, click Workspaces.
              3. Select the Content Management tile.
              4. Set up content topics.
                Content topics organize your original content around common themes for your Experience Cloud portal. See Set Up Content Topics.
              5. Set up featured topics.
                Featured topics highlight current, popular conversations in your community portal. See Set Up Featured Topics.
              6. Assign topics to articles.
                Easily add multiple topics of any type to specific articles. See Add Topics to Articles or Remove Them.
             
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