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            Ground with Knowledge

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            Ground with Knowledge

            Select the title, summary, and additional Knowledge fields for Einstein to ground on. Einstein uses information from your selected knowledge fields to draft personalized responses.

            Required Editions

            1. In Service AI Grounding Setup, under the Knowledge tab, select Edit.
            2. Under Required Fields, select Title Field and Summary Field. The title and summary fields are required for grounding on the Knowledge Article object. You can choose the default Title field or a custom title field.
              Knowledge grounding activated

              For example, you can replace the default Title field with a custom field labeled Header. Or, if you don’t want to limit yourself to a certain record type, choose widely used fields in the required section, and then add specific record-type fields in the additional fields selection.

            3. Under Additional Fields, select any other fields you want Einstein to consider for grounding. Additional fields can’t repeat as required fields.
            4. Click Save.
            5. Activate grounding for your Knowledge records.
              Grounding with knowledge toggled into the Active state

            Einstein begins indexing your published Knowledge Articles. Indexing can take several hours depending on the size of your Knowledge base. Indexing for new articles occurs once every 24 hours.

            Incorporate knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce, with unified knowledge. See Unify Knowledge from Various Sources (Beta).

            Important
            Important
            • Field level security limits the grounded responses that users can see. Users only see grounded responses for fields that they can access.
            • Users only see grounded responses for Knowledge Article Versions that they can access.
            • Encrypted fields aren’t supported for grounding. Einstein can’t ground on or make predictions for encrypted fields.
            • Service AI Grounding only supports String and Text Area type fields.

            See Also

             
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