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Draft Salesforce Knowledge Articles with Generative AI
Jan 2, 2025
Salesforce Einstein Knowledge Creation feature can be used to create or draft Knowledge Articles.
Blog Post:
https://www.infallibletechie.com/2025/01/draft-salesforce-knowledge-articles-with-generative-ai.html
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0:08
hello
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everyone in this video we are going to
0:11
see how to draft Salesforce knowledge
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articles with the generative AI feature
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in
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Salesforce in order to create or draft
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Salesforce knowledge articles with the
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generative AI feature in Salesforce we
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can make use of Ein St knowledge
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creation
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feature in order to make use of this
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feature we have to go to Einstein
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knowledge Creation in Salesforce setup
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and then we have to toggle on Einstein
0:44
knowledge
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Creation in the turn on Einstein
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knowledge creation section once this
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feature is toggled on you can make use
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of this edit field and then you should
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be able to map your Salesforce knowledge
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custom and standard fields to the
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Einstein
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responses I created similar Fields I
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already had it in my or so the mapping
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was very simple I had resolution field
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for the Einstein response I'm using
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resolution for summary I'm making use of
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summary Einstein response for the issue
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field this is also a custom field
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resolution also is my custom field I'm
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using issue as the Einstein response
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once this mapping is
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done the
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users who are going to use this feature
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should have Einstein knowledge creation
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permission
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set so make sure the users who wanted to
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make use of this feature have this
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Einstein knowledge creation permission
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set assigned to
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them once this is done
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we have to add draft knowledge article
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standard quick action if you are using
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Dynamic actions then you have to add the
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draft knowledge article standard quick
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action to your Dynamic actions list if
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you are making use of page layout then
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go to the page
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layout edit the page layout and under
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Salesforce mobile and lightning
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experience actions
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drag and drop the the uh the draft
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knowledge article standard quick action
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once this is done save it and you should
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be able
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to test
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it so this is a sample
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case as an agent I was able to assist
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the customer to cancel the
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order so as an agent I'm going to draft
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an knowledge article so here I can make
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use of the the standard quick action
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draft knowledge
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article here we have to give a
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title we can make use of this for
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multiple languages also if you have set
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up multiple languages in your lightning
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knowledge setup then you should be able
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to select multiple
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languages click next now
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immediately it will automatically try to
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populate resolution summary and issue
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fields for
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us so you can try to update the content
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which was automatically populated using
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Einstein generated a and then you should
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be able to save the knowledge article if
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you have any approval process to publish
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the knowledge article you can proceed
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with that uh with that particular
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process and then you should be able to
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publish the knowledge
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article so we can make use
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of Salesforce Einstein knowledge
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creation feature so that we can create a
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draft knowledge
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articles this makes use of generative AI
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feature
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I hope it was
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helpful thank you for watching
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