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            Deliver Knowledge Articles with Article Answers

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            Deliver Knowledge Articles with Article Answers

            Use Article Answers to create a powerful FAQ-based bot from your Lightning Knowledge base. Article Answers combines machine learning and traditional search to accurately process complicated customer inputs, including common typos, slang, and multiple questions. Then it serves up relevant fields from your knowledge articles directly in the conversation. You can adjust Article Answers to fit your company’s voice, and you can display a subset of your knowledge articles via knowledge data categories. Plus, prebuilt feedback capturing with event logging collects article feedback from your users in real time.

            Required Editions

            View supported editions.
            User Permissions Needed
            To build and manage Einstein Bots:

            Customize Application

            OR

            Modify Metadata

            OR

            Manage Bots
            Important
            Important Article Answers for Einstein Bots retires on September 30, 2026. After this date, bots using Article Answers will no longer deliver content from your knowledge base. See Article Answers for Einstein Bots Retirement. To continue delivering knowledge content from your knowledge base and avoid disruption after Article Answers retires, consider transitioning to Generative Knowledge Answers.
            • Article Answers works best with knowledge bases that include more than 10 articles.
            • Article Answers supports English (US), French, German, Italian, Portuguese, and Spanish. Article Answers returns articles based on the preferred language the user selects for the bot. If the user doesn’t select a preferred language, Article Answers uses the bot’s primary language set on the Bot Overview page.

            Article Answers is configured on three levels: the Einstein Bots Setup page, the Bot Overview page, and the Article Answers dialog.

            1. On the Einstein Bots Setup page, and click the Smart Features tab. Then, under Article Answers, click Get Started.
            2. Select the fields and data categories that the bot uses to deliver answers.

              Article Answers requires the following fields.

              Question

              Used as an index to compare to the customer’s question

              We recommend adding multiple questions to a knowledge article. Start each question on a new line of the Question field.

              Adding multiple questions to capture even minor variations can improve the accuracy of answers returned. For example, in our testing, an article with both "How do I make Cold Brew Coffee?" and "What's the recipe for a cold brew?" in the Question field performed better than the same article with either question alone.
              Answer

              Delivered back to the customer as the answer

              For best performance inside the conversation, we recommend shorter, conversational answers in the Answer field.
              Title Displayed as a menu button when there are multiple relevant articles

              To populate these fields, add Question, Answer, and Title fields to your Knowledge page layout or map existing fields.

              Select the fields to use with Article Answers.
              Only published articles with valid values in all these selected fields are indexed and searched.
            3. Click Build. The bot indexes the knowledge base for approved articles and creates a build of the approved articles.
            4. To view the status of the build, check the Einstein Bots Setup page in about 30 minutes. When complete, the feature shows an Active status.
              A build generally takes from 15 to 30 minutes and depends on the size of your knowledge base.
              Article Answers only indexes and searches published knowledge articles with values for the Question, Answer, and Title fields. The build automatically refreshes every 24 hours to index new articles or changes to existing articles. You can manually refresh the build using the Refresh button on the Setup page.
            5. Optionally, you can create and assign Knowledge Data Category Segments to your bots and show a subset of articles to specific audiences. To assign categories to the segment, define a Segment Name and select multiple data categories. To include uncategorized articles in the segment, select Include Uncategorized Articles, and then save your changes.
              Add knowledge data category segments for specific audiences.
            6. From the Einstein Bots Setup page, select the bot you want to configure, and then use the menu dropdown to access the Overview page.
            7. Select Store Einstein Bots conversation data and select a Custom Chatbot User that has view access to knowledge articles.
            8. On the Article Answers tile, edit the tile and then select Use Article Answers with this bot.
              Configure Article Answers on the Bot Overview page.
              1. Optionally, select a Knowledge Data Category Segment or additional fields, such as a URL field, to deliver along with the Answer field. To include an additional field in bot messages, use merge syntax.
              2. Optionally, specify the maximum number of articles to return. The default is three.
            9. In the Menu dropdown, select Dialogs and then click the Article Answers dialog. The Article Answers dialog is pre-configured to work with your bot and can be customized to your company’s needs.
              1. After the bot delivers the answer to the customer, the bot asks the customer if the answer was helpful. The Knowledge Feedback action step after the question dialog step comes pre-defined with variables to collect this feedback.
                The action step is pre-configured to collect feedback.
            10. Activate the bot.

            To evaluate Article Answers performance in your org, view the Article Chosen Last 30 Days, Article Chosen Today, Article Positive Feedback Last 30 Days, and Article Positive Feedback Today standard bot reports.

             
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