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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.
| Category | Standard Search Answers | AI-Generated Search Answers | AI-Generated Search Answers from Data Cloud sources |
|---|---|---|---|
| Availability | Starting in March 2025 (Spring ’25), you can’t enable Search Answers. | Starting in March 2025 (Spring ’25), you can’t enable AI-Generated Search Answers. | Available starting in March 2025 (Spring ’25). In orgs with standard Search Answers or AI-Generated Search Answers already enabled, you must disable those versions before you can enable AI-Generated Search Answers from Data Cloud sources. |
| Source Object for Search Answers | Knowledge object | Knowledge object | Up to 5 Data Cloud data model objects (DMOs) |
| Source | Single Article | Multiple Articles | Multiple DMO Records |
| Interaction | Natural Language | Natural Language | Natural Language |
| Response Type | Extracted Snippet | Generated Answer | Generated Answer |
| Service Rep Access Enablement | Requires the Einstein for Service add-on license (supported in Enterprise, Performance, and Unlimited editions) or Einstein 1 Service Edition (formerly known as UE+). | Requires the Einstein for Service add-on license (supported in Enterprise, Performance, and Unlimited editions) or Einstein 1 Service Edition (formerly known as UE+). | Requires the Einstein for Service add-on license (supported in Enterprise, Performance, and Unlimited editions) or Einstein 1 Service Edition (formerly known as UE+). |
| Service Rep Access Permission Set | Einstein Search Answers |
|
Einstein AI-Generated Search Answers |
| Service Rep Channels |
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| End-User Channels (Experience Cloud Sites) | Not Available | Available with Einstein for Service add-on license and Einstein 1 Service Edition for self-service Experience Cloud Sites. | Not Available |
| Filters | Knowledge filters are available from:
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Knowledge filters are available from:
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Not Available |
General Considerations
- Search Answers is a question answer service and question-like queries have a higher chance of generating a response. A query with the intention of searching an article with the title name or a key word may not get you the expected result. For example, a query such as a search for "Get Cloudy Loan Origination Training Guide" may not show the guide in the search results. An alternate query such as, "How does Get Cloudy help the loan application process for borrowers?" can generate the required answer from the guide.
- The length of a query influences the probability of an answer being generated. Too few words don’t capture the user’s intent, and too many words can limit the results. For example, a query with only one word doesn’t provide enough context for an answer. But if the query is long and too detailed, the source articles might not have content to address the specific query.
- If there isn't relevant information to answer a user's query, or there isn’t enough confidence in the information retrieved, Search Answers doesn’t generate an answer.
- To enhance search performance, searchability of custom objects that aren't searched for more than 120 days are disabled. To enable object and field searchability, contact your admin.
Considerations for AI-Generated Search Answers from Data Cloud Sources
- AI-Generated Search Answers from Data Cloud sources isn’t supported in Aura or LWR Experience Cloud sites.
- AI-Generated Search Answers from Data Cloud sources supports up to five DMOs as sources. All DMOs must be in the default data space.
- To enable AI-Generated Search Answers from Data Cloud sources, you must disable Search Answers and AI-Generated Search Answers.
- The standard Knowledge object isn’t supported as a source. To search knowledge articles, map knowledge articles to a DMO in Data Cloud and then select that DMO as a source object for AI-generated Search Answers. See Sales and Service Bundle Data Mappings and Salesforce CRM: Knowledge Article Mapping.
- You must create a Lightning record page for each DMO selected as a source for Search Answers so that users can see the source records for the AI-generated summaries. See Create and Configure Lightning Experience Record Pages.
- When you select a source DMO, Search Answers creates the search index in Data Cloud. For information about search index limits in Data Cloud, see Data Cloud Limits and Guidelines.
- AI-Generated Search Answers from Data Cloud sources isn't supported in connected Data Cloud One companion orgs.
- Unstructured DMOs (UDMO) created from files aren’t supported with AI-Generated Search Answers.
- If you don’t see Search Answers results when you search in the global search bar, select the Knowledge object from the dropdown next to the search bar and try again. After you interact with the Knowledge object a few times, it becomes part of your default search scope.
- If the title field in the source DMO is empty, you won’t see any results.
- Select additional text and long text fields to use as sources for the generated response. For example, select fields that contain additional information that enhance description fields. Fields with limited information such as date, picklists, numbers, or name fields do not provide adequate contextual information necessary for search answers.
Considerations for Search Answers and AI-Generated Search Answers
- Starting in March 2025 (Spring ’25), you can’t enable Search Answers or AI-Generated Search Answers. If you already enabled these features, they continue to work.
- Search Answers isn’t supported in Classic Knowledge.
- When you enable AI-Generated Search Answers on an LWR site, it applies only to that site. You must enable AI-Generated Search Answers for each LWR site that you want to use it on.
- With AI-Generated Search Answers in Salesforce Aura sites, only the custom Knowledge object (the API name ending with __kav) is supported. The KnowledgeArticleVersion object isn’t supported.
- Indexing for Search Answers and AI-Generated Search Answers can take 24 hours or more depending on the knowledge base size. For example, search can index about 60,000 articles per day, where the average word count per article is from 200 to 300 words.
- The search index limit for Search Answers and AI-Generated Search Answers is 100,000 articles. If your knowledge base exceeds the limit, search prioritizes indexing recent articles over older articles.
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