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Set Up Self Learning Knowledge
Install Self Learning Knowledge to identify gaps in your knowledge base. Self-Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add the most relevant information.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, Developer, and Agentforce 1 Editions with Data Cloud, with Tableau Next, Customer Signals Intelligence, Einstein Work Summaries, and Knowledge Creation enabled. |
| User Permissions Needed | |
|---|---|
| To install Self Learning Knowledge: | Customer Signals Intelligence Admin AND Tableau Next Admin AND Data Cloud Architect permission set |
| To generate Knowledge articles with Self Learning Knowledge: | Einstein Knowledge Creation AND View Setup AND Customize Application |
| To assign knowledge permissions: | Customize Application AND Manage Salesforce Knowledge |
Make sure that Customer Signals Intelligence is successfully activated in your org. Without Customer Signals Intelligence activated, you can’t view or set up Self Learning Knowledge.
Without cases activated as a standard channel in Customer Signals Intelligence, you can’t view or set up Self Learning Knowledge. You can’t change Self Learning Knowledge’s data setup origin point after initial configuration. We recommend using all applicable support channels to get the best insights from your data.
Make sure that Einstein Work Summaries is successfully activated in your org. Without Einstein Work Summaries activated, we can’t generate knowledge summaries to turn into knowledge articles.
- From Setup, enter and select Customer Signals Intelligence.
- In Set Up Self Learning Knowledge in Data Cloud, click Install. Self Learning Knowledge can take some time to install. You’ll get a notification after it’s done.
- When you’ve finished installing Self Learning Knowledge, refresh the page, then turn on the Turn on Self Learning Knowledge toggle.
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To set up custom prompt templates for your knowledge base, click Go to Prompt Builder.
Connect the knowledge fields you’re using to the out-of-the-box Self Learning Knowledge prompt template, SLK Knowledge Creation.
- Set Up Standard Channels for Self Learning Knowledge
Standard channels provide data from customer interactions. Self Learning Knowledge turns those interactions into insights for knowledge article generation. - Execute a Data Transform for Self Learning Knowledge
Manually run a batch data transform after setting up Customer Signals Intelligence so Self Learning Knowledge always has the most up-to-date analytical insights. - Install Self Learning Knowledge Intelligence Analytics
To view visualizations of your knowledge base and identify knowledge gaps, install the Self Learning Knowledge Intelligence Analytics app in Tableau Next. - Self-Learning Knowledge Dashboard
Identify and close knowledge article gaps autonomously to improve customer support. Analyze historical service interactions to extract unique contact reasons and score your current documentation. Review the lowest Knowledge Coverage Scores to generate targeted recommendations. Use AI to create articles that directly answer underlying customer questions. - Generate a Knowledge Article Draft with Self Learning Knowledge
Self Learning Knowledge gathers and analyzes detailed customer data from chat and case channels to learn about customer behavior and preferences. You can monitor and interpret knowledge gaps from Tableau Next dashboards. - Considerations and Limitations for Self Learning Knowledge
Understand the considerations and limitations of Self Learning Knowledge.
