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            Get Relevant Search Answers

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            Get Relevant Search Answers

            Resolve issues quickly and deflect cases with Einstein Search Answers, AI-Generated Search Answers, and AI-Generated Search Answers from Data Cloud sources. Enter a question or phrase in the global search bar, the Knowledge sidebar on the case console, or from Experience Cloud sites. Search Answers extracts the most relevant response or provides an AI-generated response from your knowledge or Data Cloud data model object (DMO) sources. Search Answers supports only English queries and searches only English language articles and DMO fields.

            Required Editions

            Available in: Lightning Experience and Salesforce Experience Sites (LWR or Aura) with Lightning Knowledge enabled for Search Answers and AI-Generated Search Answers.
            Available in: Lightning Experience with Lightning Knowledge and Data Cloud enabled for AI-Generated Search Answers from Data Cloud sources. See Data Cloud edition availability.

            There are three versions of Search Answers.

            • Search Answers extracts the most relevant snippets from the standard Knowledge object to answer your user’s question but doesn’t generate responses.
            • AI-Generated Search Answers uses large language models (LLMs) to generate responses to user questions from the standard Knowledge object.
            • AI-Generated Search Answers from Data Cloud sources uses LLMs to generate responses to user questions from the DMOs and DMO fields that you select.

            Here’s an example of an answer card for an AI-generated answer. You see (1) the question that was asked in the global search bar, (2) the generated answer from multiple sources, (3) the option to share feedback on the answer using the Yes or No buttons, and (4) the source articles from where the information was gathered. Users can also share additional feedback when they click the thumbs-down button. User feedback is shared only with Salesforce to improve the user experience.

            The image shows an example answer card from an experience site highlighting the various parts of the card.
            • Search Answers Requirements and Considerations
              Standard Search Answers, AI-Generated Search Answers, and AI-Generated Search Answers from Data Cloud sources have different requirements and capabilities.
            • Enable Search Answers or AI-Generated Search Answers
              Search Answers gets the most relevant snippets from your data sources, and AI-generated Search Answers uses knowledge articles and other sources to generate tailored responses to user questions. Search Answers supports only English queries and searches English-only knowledge articles or Data Cloud data model object (DMO) fields.
            • Select Data Model Objects as Sources for Search Answers
              Specify Data Cloud data model objects (DMOs) and fields to use as sources for AI-generated Search Answers. Use Lightning App Builder to create a Lightning record page for each DMO so that users can see the source records for the AI-generated summaries.
            • Give Users Access to Search Answers or AI-Generated Search Answers
              Use permission sets to give service reps and Knowledge users access to Search Answers, AI-Generated Search Answers, or AI-Generated Search Answers from Data Cloud sources. Only users with the Search Answers permissions can get responses from Search Answers when they search in the global search bar or Knowledge sidebar.
            • Optimize Knowledge Articles for Search Answers
              To improve search results with AI-generated Search Answers, review your source knowledge articles or Data Cloud data model object (DMO) text fields and optimize titles and body text.
            • AI-Generated Answer Card Examples
              Search Answers supports multiple channels such as the global search bar, service rep channels, and end-user channels with Salesforce Cloud Experience sites. See examples of AI-generated answer cards across supported channels.
            • Use Case: Make Your Knowledge Articles Available in Einstein AI-Generated Search Answers
              Provide relevant search results by making your knowledge articles available in Einstein AI-Generated Search Answers. Use the Service Cloud data kit to map your knowledge articles to a Data Cloud DMO. By selecting the DMO as a source object for Search Answers, service agents can quickly find answers to customer questions.
            • Billing Considerations for Search Answers
              AI-Generated Search Answers from Data Cloud sources creates a hybrid search index for source data model objects (DMOs) and uses generative AI to respond to user questions. Using Data Cloud and generative AI for Search Answers impacts credit consumption and has billing implications.

            See Also

             
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