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            How To Use Einstein Knowledge Creation Responses Across Article Types

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            How To Use Einstein Knowledge Creation Responses Across Article Types

            To see how you can tailor your selection of response fields to different types of knowledge articles, take a look at a simple Wi-Fi troubleshooting scenario.

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            Example
            Example

            A service rep helps a customer troubleshoot and resolve an issue.

            Service Rep: Hello, my name is Amanda with Tech Retailer. Thank you for being a valued customer! What can I assist you with today?

            Customer: Hi, I’m having issues connecting to the internet- it's very slow and my wifi is patchy.

            Service Rep: Sure I can help with that. Can you confirm the email associated with your account?

            Customer: Sure! It’s nathalie@techretailer.com.

            Service Rep: Great, thanks for confirming. For your wifi issue, I’ll need to get some more information. Do you have the router make and model?

            Customer: Yes, it's SuperFast Router 100.

            Service Rep: Great, thanks. To start off with, can you turn the router off then on again?

            Customer: Hmm that didn’t work, it still isn’t working right.

            Service Rep: Okay, please hold on while I check into this.

            The service rep checks in the article recommendations component, but no relevant article exists. They found a knowledge gap! To get an answer to the customer’s issue, the service rep messages a peer, and their manager then waits. After they get an answer, they return to the customer.

            Service Rep: Thank you for waiting! Can you check the software version in the settings section of our connected app?

            Customer: Sure, it says version 1.1.1.

            Service Rep: I see the issue, we recently released a new version 1.1.2 that fixes some of the bugs in the earlier version. To update to the latest version, go to updates and click download. Once the download is complete, you’ll need to restart the router.

            Customer: Okay, it downloaded the new software version and I reset the router. It’s working perfectly!

            Service Rep: That's great to hear! To avoid issues from outdated software, you can sign up for automatic updates from the Tech Retailer app. Go to settings and toggle on Auto Update.

            Customer: Thanks, I toggled it on.

            Service Rep: Is there anything else I can assist you with today?

            Customer: No, that's all.

            Service Rep: Okay, great. Thank you for choosing Tech Retailer!

            While this service rep solved the customer’s issue, a problem still exists. Without a knowledge article to capture this process, other service reps don’t know how to help customers with the same issue. And to fill this knowledge gap, the service rep must manually write a knowledge draft, leading to lost time and longer wait queues for customers.

            Instead, we can ask Einstein to draft a knowledge article based on information from the conversation transcript. Using the example conversation, see how Einstein tailors text for each available response type.

            Response Type Example
            Question and Answer

            Q: What is the recommended solution if my internet connection is slow despite restarting the router?

            A: If restarting the router doesn't improve your internet speed, you can check the software version in the settings section of our connected app. Make sure to update to the latest version available to address potential issues.
            Environment This issue concerned wifi router model SuperFast 100 on software version 1.1.1.
            Issue The user is experiencing slow internet connection and patchy WiFi.
            Problem The technical issue was outdated router software (1.1.1), causing connectivity issues.
            Process Steps
            1. Update to the latest software version from settings in the Tech Retailer app.
            2. Turn on Auto Update to automatically download new software versions in the future.
            Resolution The issue of slow internet and patchy WiFi was resolved by updating the router's software version. The customer downloaded the new version 1.1.2 and restarted the router, resulting in a perfectly working connection. To prevent future issues, the customer enabled automatic updates through the Tech Retailer app.
            Root Cause The software version 1.1.1 of the SuperFast Router 100 has unspecified bugs that are causing the connectivity issues.
            Summary The customer reports connectivity issues, and the service rep suggests restarting the router. When that doesn't solve the problem, the service rep checks the software version and recommends updating to the latest version. After updating and restarting the router, the issue is resolved. The service rep advises the customer to enable automatic updates to prevent future issues.
            Troubleshooting Steps

            Troubleshooting Steps:

            1. Verify Router Make and Model: Ask the customer for the router make and model. In this case, the customer's router is the SuperFast Router 100.
            2. Power Cycle the Router: Instruct the customer to turn off the router and then turn it back on again. This step helps in resolving minor connectivity issues.
            3. Check Software Version: Ask the customer to access the settings section of the connected app and provide the software version. In this case, the customer's software version is 1.1.1.
            4. Compare Software Version: Compare the customer's software version with the latest available version. In this case, version 1.1.2 is the latest release.
            5. Update Software: Inform the customer about the availability of the latest software version. Instruct them to navigate to the updates section in the app and initiate the download of version 1.1.2.
            6. Restart the Router: Once the download is complete, advise the customer to restart the router. This step ensures that the new software version is properly applied.
            7. Verify Connectivity: Ask the customer to test the internet connection and assess if the issue has been resolved. If the problem persists, proceed to the next troubleshooting step.
            8. Contact Customer Support: If the issue still persists, kindly inform the customer to reach out to Tech Retailer's customer support for further assistance. Provide them with the appropriate contact details or direct them to the support section of the app.

            Remember, these troubleshooting steps are specific to the issue mentioned in the conversation and may not apply to all connectivity problems.
            Workaround A possible workaround for the slow internet and patchy wifi issue could be to restart the router. The service rep initially suggested turning the router off and on again as a troubleshooting step. While this didn't immediately resolve the issue, it is a common and simple workaround that may address connectivity issues for some users.

            Example text generated by OpenAI, GPT 3.5 Turbo, January 2024. AI-generated responses are unique, so your results can vary.

            In this example, for a customer-facing help article, a Salesforce admin includes the issue, process steps, and resolution. After fact-checking and reviewing the Einstein draft by the service rep, we have an article like this one.

            Update Your Router Software for Better Internet

            Issue: Slow internet connection and patchy WiFi.

            Problem: Outdated router software (1.1.1), causing connectivity issues.

            Process Steps:

            1. Update to the latest software version (1.1.2) from settings in the Tech Retailer app.
            2. Then, restart the router.
            3. Turn on Auto Update to automatically download new software versions in the future.

            Resolution: Download the new software version (1.1.2), restart the router and check the internet connection. To prevent future issues, enable automatic updates.

            For the same conversation, we can select a Knowledge record type focused on troubleshooting for service reps, which includes details like the issue, environment, problem, resolution, root cause, and troubleshooting steps. After fact-checking and reviewing the Einstein draft by the service rep, we have an article like this one.

            Update Router Software to Fix Internet Connection

            Issue: The user is experiencing slow internet connection and patchy WiFi.

            Environment: This issue concerned wifi router model SuperFast 100 on software version (1.1.1).

            Problem: The technical issue was outdated router software (1.1.1), causing connectivity issues.

            Resolution: The issue of slow internet and patchy WiFi was resolved by updating the router's software version. The customer downloaded the new version (1.1.2) and restarted the router. To prevent future issues, the customer enabled automatic updates through the Tech Retailer app.

            Root Cause: The software version (1.1.1) has unspecified bugs that are causing the connectivity issues.

            Troubleshooting Steps:

            1. Verify Router Make and Model: Ask the customer for the router make and model. Power Cycle the Router: Instruct the customer to turn off the router and then turn it back on again. This step helps in resolving minor connectivity issues.
            2. Check Software Version: Ask the customer to access the settings section of the connected app and provide the software version.
            3. Compare Software Version: Compare the customer's software version with the latest available version.
            4. Update Software: Inform the customer about the availability of the latest software version. Instruct them to navigate to the updates section in the app and initiate the download of the newest version.
            5. Restart the Router: Once the download is complete, advise the customer to restart the router. This step ensures that the new software version is properly applied.
            6. Verify Connectivity: Ask the customer to test the internet connection and assess if the issue has been resolved. If the problem persists, proceed to the next troubleshooting step.
            7. Contact Customer Support: If the issue still persists, kindly inform the customer to reach out to Tech Retailer's customer support for further assistance. Provide them with the appropriate contact details or direct them to the support section of the app.

            Remember, these troubleshooting steps are specific to the issue mentioned in the conversation and may not apply to all connectivity problems.

            With a few quick edits, you have a detailed knowledge article ready to add to your knowledge base.

            See Also

             
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