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Salesforce Agentforce action Answer Questions With Knowledge
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Jan 20, 2025
Salesforce Agentforce action “Answer Questions With Knowledge” helps the AI Agent to answer and help customers for their inquiries. Blog Post: https://www.infallibletechie.com/2025/01/salesforce-agentforce-action-answer-questions-with-knowledge.html
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0:07
hello everyone in this video we are
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going to see how to make use
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of knowledge base in sales force agent
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force let's say we have a strong
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knowledge base in this demo I'm going to
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make use of Salesforce lightning
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knowledge so in my or I have uh
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Salesforce knowledge articles I wanted
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to make sure the agent force agent makes
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use of those articles and help the
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customer issues let's see uh how to
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achieve
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it I'm going to make use of Salesforce
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standard answer questions with knowledge
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action this is uh Salesforce uh uh
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standard uh uh agent force action so I'm
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going to make use of
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this
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uh next we have to create an Einstein
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data
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Library uh we are going to create this
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Einstein data Library so that the
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knowledge the knowledge base is indexed
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um it will be in Salesforce data Cloud
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um agent force will uh do the search in
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the data cloud and then the data Cloud
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will return return and then it will be
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um shown to the
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users when they are on the active
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messaging uh session with the agent
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force
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agent here I created an Einstein data
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Library I have selected title and
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summary if you want to upload a file
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let's say you don't have knowledge
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articles in setup but you have a
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different source so extract those uh uh
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data and upload the file here Salesforce
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will build the um backend for you uh in
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the data Cloud so that those articles
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will be used by agent force
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agent let's say you wanted to display
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only the public knowledge articles that
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are set up in your Salesforce orc then
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you can enable this use public knowledge
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articles let's say uh you have um some
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uh data categories already set up in the
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Salesforce lightning knowledge and you
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have some confidential internal article
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and you have external articles also in
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that case you can filter by knowledge
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data categories so that only the
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categories whatever you are selecting
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those knowledge articles will be
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available for the agent for C agent to
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search
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um if you have uh confidential internal
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Salesforce knowledge articles I would
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recommend using this uh filter by
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knowledge data categories
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um or use public knowledge articles
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should be toggled on based on your or
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setup so that you are not
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exposing um some
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confidential or sensitive internal
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knowledge articles to the agent for
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agent okay so the security part is done
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let's say you are a system admin uh and
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you are setting going to create this
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Einstein data Library make sure you have
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data Cloud admin permissions set assign
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to you if you don't have data Cloud
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admin um assign to you and then if you
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create um the Salesforce Einstein data
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Library the connectivity between
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Salesforce score and the data Cloud will
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not occur so um so when the uh end
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visitors tries to search the knowledge
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articles and uh if the agent force is
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trying to search it it won't find and
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then it will say hey I don't find any
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knowledge AR relevant to it and then it
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will try to do the next set of best
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actions so there will be no point in
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using the knowledge base so make sure
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the admin whoever is setting it up
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should have data Cloud admin permission
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set okay next in the Salesforce agent
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force
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Studio go to the data library and select
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the Einstein data
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Library once this is done activate it if
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you want to test it we can test it for
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example I'm going to make use of
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this so I'm asking agent
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force um on troubleshooting my printer
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issue it will go and fetch the knowledge
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article
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and then it will be able to help
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us no code everything was point and
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click and uh it took all the information
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and then it is displaying
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it so let's go here and verify it so it
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made use
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of answers with answer questions with
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knowledge the standard uh Salesforce
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agent force action and then it was able
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to give
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it for troubleshooting what I would
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recommend is if the knowledge summary is
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blank then there is some issue in the
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setup so this will be blank Whenever
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there is an setup issue and the
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knowledge summary will be blank one more
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tip what I would suggest is if the
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knowledge sumary is given as um let's
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say uh yeah hey I didn't find any
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articles matching with the uh the
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keyword or I didn't find any knowledge
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articles based on the customer input
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like that if you get any uh output as
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the knowledge summary then there is some
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um keyword mismatch between the um
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visitor whoever try to uh initiate um
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and uh you have to try to uh tweak your
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knowledge articles one more uh thing
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what you can do is you can also so click
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this refresh data source so that it will
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try to uh refresh uh the search index
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which uh uh is connecting uh uh your
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knowledge uh uh database with Salesforce
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agent force agent so this is also
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something you can try once this uh
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refresh data source is done check the
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last index date and then you can try it
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one more thing is go to data stream not
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data stream yeah data stream
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and uh go to knowledge kavor home and
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make
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sure in the refresh history you are able
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to see the
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records and uh the data stream status
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should be active and also the last run
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status should be success one more is go
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to search
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index tab open so based on
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the uh Einstein data Library it will
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create the search index so here you can
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try to click the rebuild so that it will
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again do the search index rebuild for
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you and then you should be able to see
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the knowledge articles whenever you ask
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for help in the agent force
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agent please check the video description
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in the video description I have shared
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my blog post from the blog post you
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should be able to
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get sample troubleshooting steps for
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your
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reference I hope it was helpful
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thank you for watching
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