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Set Up Agentforce Article Recommendations for Cases

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Set Up Agentforce Article Recommendations for Cases

Help your service reps resolve customer cases by automatically suggesting relevant knowledge articles based on case data.

Required Editions

Available in: Enterprise, Performance, and Unlimited editions. Not available in partner edition orgs.
User Permissions Needed
To set up Agentforce Article Recommendations for Cases:

Service Cloud Admin User permission set AND

Data Cloud Admin permission set AND

Customize Application AND

Salesforce Knowledge enabled
To use Agentforce Article Recommendations for Cases:

Service Cloud User permission set AND

Data Cloud User permission set AND

Knowledge Access permission set AND

Use Agentforce Article Recommendations for Cases permission set AND

Run Flows Access permission set

Article Recommendations for Cases uses Data360 to index your knowledge base and power responses. Data Cloud must be active in your org to use Article Recommendations for Cases.

  1. In Setup, enter and select Article Recommendations.
  2. Under the Agentforce Article Recommendations for Cases header, turn on Data 360. Agentforce Article Recommendations for Cases requires an active Data360 instance.
    Note
    Note Agentforce Article Recommendations for Cases doesn’t currently support companion orgs.
  3. Activate Agentforce Article Recommendations for Cases by flipping the toggle.
    Important
    Important If you’re migrating from Einstein Article Recommendations for Cases, activating Agentforce Article Recommendations for Cases makes Einstein Article Recommendations for Cases inaccessible. You can revert to Einstein later.
  4. Customize your case grounding fields by editing the Get Recommendations on Cases flow in Flow Builder. By default, Agentforce uses data from the standard Case Subject and Description fields.
  5. Select an Agentforce Data Library to ground your article recommendations on, or create a Data Library by clicking Go To Agentforce Data Library Setup.
    Note
    Note All Agentforce Data Libraries consume Data360 credits.
    Important
    Important Agentforce Article Recommendations for Cases supports only the standard Knowledge Agentforce Data Library. Custom retrievers are not supported.
  6. In the Add the Knowledge Component to Case Page Layout section, click Go To Lightning App Builder to add the Knowledge component to the Case page layout.

    Adding the Knowledge component to the page layout helps your service reps view the recommended knowledge articles for cases in context.

  7. Save your work.
 
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