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            Ground Einstein Responses with Your Service Data

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            Ground Einstein Responses with Your Service Data

            Use grounding to draft AI responses from a defined data source. Grounding indexes your objects and fields so that Einstein knows which information to base recommendations on. When you use grounding, your unique knowledge articles and case history add context and personalization to customer communications.

            Required Editions

            View supported editions.

            Service AI Grounding Options

            Service AI Grounding is supported for the listed Einstein for Service features only. For all other AI features, check for available grounding options in Salesforce Help.

            Feature Available Objects Description
            Case Summaries Case Case fields, comments, and case feed are used to give Einstein details for drafting a Case summary.
            Knowledge Creation Case Use the Case comments and emails to give Einstein details for drafting a Knowledge Article. See Map Einstein Knowledge Creation Responses to Knowledge Fields
            Service Planner Case Choose the Case fields you want Agentforce to consider for service plans. See Set Up Service Planner Basics.
            Service Replies for Email Knowledge, Case All email replies drafted with Einstein are grounded in your Knowledge base and Case context. See Service Replies for Email
            Note
            Note To keep things clear in the age of AI agents, we’re now referring to the humans who use Service Cloud as “service reps” rather than “agents”. We wish we could snap our fingers to update this language everywhere, but you can expect to see the original use of “agent” in a few places until we replace it, including in the app itself.
            • Turn On Service AI Grounding
              To get started, turn on grounding. After you enable Service AI Grounding, you can define the knowledge and case fields you want Einstein to ground on.
            • 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.
            • Ground with Cases
              Select the subject, description, and additional Case fields for Einstein to ground on. Einstein uses details from your selected case fields to draft personalized responses. To draft case summaries, you can also use case feed as a grounding source in addition to the selected case fields. Case feed includes crucial details like system updates, user comments, email messages, and status changes.

            See Also

             
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