Troubleshoot Knowledge in Service Assistant

When you don’t see any knowledge articles cited in your service plan, the cited articles aren’t relevant, or you see the listed general error messages, take the general knowledge troubleshooting steps.

If the general troubleshooting steps don’t resolve your issue, or you see the targeted error messages, try the more targeted troubleshooting tests. The targeted error messages indicate that there’s a technical error with your retriever. We guide you through performing a general check of your retriever and rebuilding your search index.

Note When you evaluate knowledge-grounded service plans, not every detail from your articles appears in the plan, including full ordered procedures. Service Assistant summarizes content for succinct resolution guidance. Your exact step-by-step articles aren’t surfaced direclty in service plans. Procedural steps may be omitted, condensed, or combined into a single step

Knowledge Grounding Error Messages

General Error Messages

• "Something went wrong while creating a plan. Ask your Salesforce Admin to review the data library configuration."
• "We couldn't show any sources. Ask your Salesforce admin for help."
• "I couldn't find any sources to cite. Ask your Salesforce admin to check the data library configuration."

Targeted Error Messages

• "I couldn't find any sources to cite. Try redrafting the service plan. If the issue continues, ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever."
• "I couldn't find any sources to cite. Ask your Salesforce admin to contact Salesforce Customer Support for help with the data library retriever."

General Knowledge Troubleshooting

Check Permissions and Data Access

• Confirm that your agent is activated.
• Confirm all users have the correct custom permissions for knowledge grounding. See Knowledge Grounding Best Practices and Permissions. Specifically, check that the ServicePlanner User (agent user) has the Data Cloud user permission set and that the user has access to any customer record types, fields, and data categories.
• Confirm that the admin, service reps, and the ServicePlanner User have access to the default data space on their permission sets. Generally, only the Service Assistant admin needs access to the default data space with the Data Cloud Architect permission set. However, providing service reps access to the default data space is recommended when your knowledge articles aren't included in your drafted plans or you experience any errors drafting service plans with knowledge grounding. You can grant default data space access through either the knowledge custom permission sets or the standard Service Assistant permission sets. See Default Data Space Access.

Check Your Data Library Setup

• Make sure you have Show Sources enabled in your data library configuration. Keep in mind that the Sources section show in a service plan based on whether Show Sources is enabled in your data library when the service plan is generated, not when you view it. If Show Sources isn't enabled during plan generation, the Sources section doesn't appear regardless if you later enable Show Sources. If you have existing service plans before Show Source is enabled, the Source sections won’t show.
• Make sure your articles are published and publicly available. Knowledge articles that are publicly available have IsVisibleInPkb set to True.
• Double-check your data category settings and access. Ensure that your data categories are visible and any data categories set for your knowledge articles match the data category filtering set in the Knowledge tab of your data library.
• Review your articles to ensure the structure and format match the identifying and content fields you've set in your data library. Identifying fields are used to search your knowledge base to find relevant articles that match the case details. Content fields are used to extract key information from the knowledge articles to create plan steps.
  • Identifying fields only support TEXT (String) and TEXT AREA field types.
  • Identifying fields are limited to 255 characters, which keeps content within the 512 token limit and results in faster data library build times. TEXT AREA fields cause the library to take longer to build.
  • For identifying fields, select fields that provide a concise summary of the article. You must select two fields. We recommend one field as Title and the other as either Summary or Question.
  • Avoid setting Rich Text Area fields as identifying fields. The HTML markup isn't stripped and it can reduce the quality of results.
  • For content fields, select the fields that have the most content, like Answer and Detail.
  • If you use custom knowledge fields in your configuration, confirm that the ServicePlanner User has access to those fields.

Perform a Review of Your Knowledge Articles

The inclusion of knowledge articles in service plans depends on how your articles are written and structured. Always review your knowledge articles before creating a data library to make sure that they:

• Have clear and specific titles and summaries.
• Are well-organized, specific, detailed, and easily parsed according to the guidelines provided in Prepare Source Content.
• Are up-to-date, including that any assigned data categories are correct.
• Don't contain information that conflicts with the topics you create for Service Assistant.
• Don't include duplicate or conflicting information.
• Include a summary that briefly describes each article and its scope. A clear summary improves search results.

While a comprehensive review isn't always feasible for companies with large knowledge bases, we recommend that you evaluate the Titles and Summaries of the articles you expect to show in service plans. While updating these fields can also be difficult at scale, they’re important for the search and retrieval of relevant knowledge articles.

Review the Case Content

• Review the case subject, description, and fields set in your Service AI Grounding configuration to confirm there's enough information in each field and that the information is relevant to the knowledge articles you expect to show. Make sure that the information doesn't conflict with the knowledge articles you expect to show.
• Review the case comments, case emails, and case feed if you've selected those as grounding sources. Make sure there is relevant information and the information doesn't conflict with the knowledge articles you expect to show.