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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.
            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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