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Dynamic Q&A Limitations and Important Considerations
This section details the known limitations of the Dynamic Q&A feature and provides the necessary workarounds to ensure it works properly.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions |
| Available in: Aura and LWR Experience Cloud Sites |
| Available in: Enhanced Chat with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce Service Agent add-on |
LWR Site Connect API Performance Setting
The Dynamic Q&A component may not work correctly on LWR sites if the Improve Performance of Connect APIs in your LWR Sites option is enabled. To prevent potential issues with the Dynamic Q&A component on LWR sites, from your site’s Workspaces, select Administration, and then deselect the Improve Performance of Connect APIs in your LWR Site option.
Service AI Grounding Fields
Service AI Grounding Fields: The Service AI Grounding feature has these limitations on the fields it can use for data grounding.
- Only String and Text Area type fields are supported.
- Encrypted fields are not supported.
When you configure Service AI Grounding in Setup, make sure that you only select fields that are of the supported data types and aren't encrypted.
Agentforce Service Agent Access
Configure the Agentforce Service Agent used for Dynamic Q&A to access only public knowledge articles. Using an agent with broader permissions could lead to data exposure. Verify that the agent is associated with a data library built exclusively on public knowledge. The Agent User for this feature must have minimal permissions and minimal object access, as the agent operates within the context of that user.
Agentforce Service Agent Dependency
Dynamic Q&A and Quick Chat First Answer features are dependent on the Agentforce Service agent that is configured within AI Experiences. If the agent is deactivated, these features will stop functioning.
Impact:
- Dynamic Q&A answers stop generating.
- Quick Chat First Answer suggestions “Ask this?” don't appear for reps.
- All Experience Cloud sites using the affected AI Experiences configuration are impacted.
Before deactivating an agent, verify its assignment to AI Experiences for Dynamic Q&A or Quick Chat First Answer. If the agent is assigned, configure or assign a replacement Agentforce Service agent prior to deactivation to prevent service disruption.
