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            AI Agent for Knowledge Management

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            3. Agentforce IT Service

            AI Agent for Knowledge Management

            Knowledge Assistance is a conversational specialized AI agent that helps employees find answers from the corporate knowledge base. Use this agent to search and get information about company products, internal policies, business procedures, and general corporate inquiries. This agent provides intelligent summaries from knowledge articles.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.

            Agent Actions

            This action run automatically during your conversation with the specialized agent.

            Example
            Example

            Finding information about expense reimbursement policy

            Scenario: Nathan has questions about which expenses are reimbursable for business travel.

            • Nathan: What types of meals are covered under the business travel reimbursement policy?
            • AI Agent: I can find that information for you. According to the Travel & Expense Reimbursement policy, meals during business travel are reimbursable up to $75 per day. This includes breakfast, lunch, and dinner. Alcohol is excluded, and receipts are required for meals over $25. To confirm before I proceed, do you need information about any other travel expense categories?
            • Nathan: No, that answers my question. Thanks!
            • AI Agent: You're welcome! If you need to submit an expense report, you can use the Internal Applications Assistance agent to access the expense tracking system.
             
            Caricamento
            Salesforce Help | Article