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Salesforce Agentforce action Answer Questions With Knowledge
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
0:48
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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