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            Smart Search Assistance Logic

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            Smart Search Assistance Logic

            Learn how the Smart Search Assistance sub-agent uses semantic search and grounded AI to retrieve, summarize, and cite information while maintaining strict security for authenticated and guest users.

            Required Editions

            Available in: Lightning Experience in Enterprise and Unlimited editions for an additional cost. To purchase, contact your Salesforce account executive.
            Available in: Aura Experience Cloud sites that use Build Your Own Template
            Available in: LWR Experience Cloud sites that use Build Your Own Template

            Smart Search Assistance is a specialized sub-agent that resolves informational queries by reading through your articles and data to provide a direct, natural language answer. It uses Actionable Smart Search to bridge the gap between finding information and starting a service request, such as a Unified Catalog flow.

            To protect sensitive data, Salesforce restricts certain search reasoning tasks to the External Einstein Agent user license. However, the agent intelligently manages permissions based on the user type:

            • Authenticated Users: The agent respects the user's specific CRM permissions and object access.
            • Unauthenticated Guest Users: The tool runs in the context of the Bot user. To make sure citations link correctly for guests, Salesforce recommends aligning Bot user access with your Guest User profile permissions.

            To make sure that summaries are accurate and citations are navigable, Experience Cloud sites support only Enterprise Knowledge Harmonized Data Model Objects (DMOs).

            • Citation Integrity: If a search profile includes non-harmonized objects, the agent cannot resolve the citation, which may lead users to incorrect login pages.
            • Direct Navigation: By mapping the Content ID (DCC ID), the agent makes it possible for users to navigate directly from a summary citation to the specific article detail page.
             
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