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Grantmaking
Create a Knowledge Article Library for the Applicant and Grantee Support Agent

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Create a Knowledge Article Library for the Applicant and Grantee Support Agent

Create and publish Knowledge Articles, then connect them to the Applicant and Grantee Support Agent through an Agentforce Data Library.

Required Editions

Available in: Lightning Experience
Available in: Nonprofit Cloud for Grantmaking and Public Sector Solutions. View edition availability.
User Permissions Needed
To create and publish knowledge articles: Manage Articles system permission
To create an Agentforce Data Library: Manage Data Libraries system permission
To modify an agent in Agent Builder: Manage Bots system permission

Complete Set Up the Applicant and Grantee Support Agent before creating a knowledge article library.

  1. Create a Knowledge Data Category Group for grants.
    1. From Setup, enter Knowledge Data Category Assignments in the Quick Find box, then select Knowledge Data Category Assignments.
    2. Create a data category group specific to grants and add the categories you need.
      For example, create a group called Grants with categories for topics such as eligibility, deadlines, and reporting requirements. The agent filters its search to the categories that you specify, so use categories that match your article content.
  2. Create and publish knowledge articles.
    1. From the App Launcher, open Knowledge and click New.
    2. Fill in the following fields and click Save.
      • Title: A descriptive name for the article.
      • Question: The question this article answers. This can be the same as the title.
      • Answer: The response the agent returns when this article is matched.
      Important
      Important To make the article visible to external Community users, check Visible in Public Knowledge Base and Visible to Customer while the article is still in draft mode. If you don't see these fields, they must be added to the Knowledge page layout. See Page Layout Considerations for Lightning Knowledge. Internal platform users can access published articles without this setting.
    3. Assign the article to your grants data category group.
    4. Click Publish.
      Repeat these substeps to create other articles. Only published articles are included in the data library.
  3. Create an Agentforce Data Library for Knowledge.
    1. From Setup, enter Agentforce Data Library in the Quick Find box, then select Agentforce Data Library.
    2. Click New Library, enter a name, and click Save.
    3. Set Data Type to Knowledge.
    4. Configure the Knowledge data settings.
      • Identifying Fields: Select Question and Title.
      • Content Fields: Select Answer.
    5. Under Knowledge settings, set the data category filter to your grants data category group and click Save.
    6. Wait until the data library shows Ready status before continuing.
      To check progress, go to App Launcher | Data Cloud | Search Indexes. Indexing takes approximately 15–20 minutes.
  4. Tag the knowledge article library's data model objects for external user access.

    When Salesforce indexes the knowledge article library, it creates several data model objects (DMOs) in Data Cloud. You must tag these DMOs so that external Community users can access the retriever. Internal platform users are covered automatically by Salesforce's default All Data Access ruleset policy and don't require this step.

    1. From the App Launcher, open Data Cloud and click Data Model.
    2. Locate the following four DMOs. The first two include your library's API name. The last two are shared knowledge objects.
      • KA_LibraryName_chunk_dlm
      • KA_LibraryName_index_dlm
      • Knowledge Article Version
      • DataCategorySelectionCustom__dlm
    3. For each DMO, open its detail page by clicking the Object Label, click Manage Tags, then click Attach Tags.
    4. In the search box, search for and add the following tags.
      • ExternalData.Visibility.Portal
      • ExternalData.Visibility.Public
    5. Select Add these tags to [DMO name] and click Save.
    6. On the DMO Details page, click Done.
    7. Repeat substeps c through f for each of the remaining DMOs.
  5. Grant the agent user permission to view knowledge articles.
    1. From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
    2. Open the cloned agent user permission set you created in Set Up the Applicant and Grantee Support Agent.
    3. Click App Permissions, then click Edit.
    4. Turn on Allow View Knowledge and click Save.
    5. From the same permission set, click Data Category Visibility.
    6. Click Edit and give the permission set visibility into your grants data category group, then click Save.
  6. Update the agent to use the knowledge article library.
    1. From the App Launcher, enter Agents in the search box, then select Agentforce Studio and open your Applicant and Grantee Support Agent.
    2. If the agent is active, click Deactivate.
    3. In Agent Builder, switch to Canvas view.
    4. In the Explorer pane, under Data, select Data Library.
    5. Search for and select your knowledge article library.
    6. Click Save and then click Commit Version.
  7. Test the knowledge article library.
    1. In Agent Builder, click Preview.
    2. Ask a question that can be answered from your Knowledge articles and confirm that the agent returns a relevant response.

After you finish setting up your content libraries, activate the agent. See Activate the Applicant and Grantee Support Agent.

 
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