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            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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