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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
0:10
going to see how to make use
0:12
of knowledge base in sales force agent
0:17
force let's say we have a strong
0:21
knowledge base in this demo I'm going to
0:23
make use of Salesforce lightning
0:26
knowledge so in my or I have uh
0:30
Salesforce knowledge articles I wanted
0:33
to make sure the agent force agent makes
0:36
use of those articles and help the
0:39
customer issues let's see uh how to
0:43
achieve
0:45
it I'm going to make use of Salesforce
0:48
standard answer questions with knowledge
0:52
action this is uh Salesforce uh uh
0:56
standard uh uh agent force action so I'm
0:59
going to make use of
1:00
this
1:02
uh next we have to create an Einstein
1:06
data
1:07
Library uh we are going to create this
1:10
Einstein data Library so that the
1:12
knowledge the knowledge base is indexed
1:16
um it will be in Salesforce data Cloud
1:20
um agent force will uh do the search in
1:23
the data cloud and then the data Cloud
1:25
will return return and then it will be
1:28
um shown to the
1:30
users when they are on the active
1:32
messaging uh session with the agent
1:35
force
1:37
agent here I created an Einstein data
1:41
Library I have selected title and
1:44
summary if you want to upload a file
1:47
let's say you don't have knowledge
1:48
articles in setup but you have a
1:50
different source so extract those uh uh
1:54
data and upload the file here Salesforce
1:57
will build the um backend for you uh in
2:01
the data Cloud so that those articles
2:03
will be used by agent force
2:07
agent let's say you wanted to display
2:09
only the public knowledge articles that
2:11
are set up in your Salesforce orc then
2:13
you can enable this use public knowledge
2:17
articles let's say uh you have um some
2:22
uh data categories already set up in the
2:24
Salesforce lightning knowledge and you
2:27
have some confidential internal article
2:30
and you have external articles also in
2:33
that case you can filter by knowledge
2:35
data categories so that only the
2:38
categories whatever you are selecting
2:40
those knowledge articles will be
2:42
available for the agent for C agent to
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search
2:48
um if you have uh confidential internal
2:52
Salesforce knowledge articles I would
2:55
recommend using this uh filter by
2:58
knowledge data categories
3:01
um or use public knowledge articles
3:04
should be toggled on based on your or
3:06
setup so that you are not
3:09
exposing um some
3:11
confidential or sensitive internal
3:13
knowledge articles to the agent for
3:16
agent okay so the security part is done
3:20
let's say you are a system admin uh and
3:23
you are setting going to create this
3:24
Einstein data Library make sure you have
3:28
data Cloud admin permissions set assign
3:30
to you if you don't have data Cloud
3:33
admin um assign to you and then if you
3:36
create um the Salesforce Einstein data
3:39
Library the connectivity between
3:42
Salesforce score and the data Cloud will
3:45
not occur so um so when the uh end
3:50
visitors tries to search the knowledge
3:52
articles and uh if the agent force is
3:54
trying to search it it won't find and
3:56
then it will say hey I don't find any
3:59
knowledge AR relevant to it and then it
4:00
will try to do the next set of best
4:04
actions so there will be no point in
4:06
using the knowledge base so make sure
4:09
the admin whoever is setting it up
4:11
should have data Cloud admin permission
4:14
set okay next in the Salesforce agent
4:19
force
4:21
Studio go to the data library and select
4:24
the Einstein data
4:28
Library once this is done activate it if
4:31
you want to test it we can test it for
4:37
example I'm going to make use of
4:49
this so I'm asking agent
4:52
force um on troubleshooting my printer
4:56
issue it will go and fetch the knowledge
4:59
article
5:00
and then it will be able to help
5:03
us no code everything was point and
5:07
click and uh it took all the information
5:12
and then it is displaying
5:14
it so let's go here and verify it so it
5:20
made use
5:21
of answers with answer questions with
5:25
knowledge the standard uh Salesforce
5:27
agent force action and then it was able
5:30
to give
5:31
it for troubleshooting what I would
5:35
recommend is if the knowledge summary is
5:38
blank then there is some issue in the
5:42
setup so this will be blank Whenever
5:46
there is an setup issue and the
5:48
knowledge summary will be blank one more
5:51
tip what I would suggest is if the
5:53
knowledge sumary is given as um let's
5:58
say uh yeah hey I didn't find any
6:01
articles matching with the uh the
6:04
keyword or I didn't find any knowledge
6:06
articles based on the customer input
6:08
like that if you get any uh output as
6:10
the knowledge summary then there is some
6:14
um keyword mismatch between the um
6:17
visitor whoever try to uh initiate um
6:21
and uh you have to try to uh tweak your
6:25
knowledge articles one more uh thing
6:28
what you can do is you can also so click
6:30
this refresh data source so that it will
6:32
try to uh refresh uh the search index
6:36
which uh uh is connecting uh uh your
6:39
knowledge uh uh database with Salesforce
6:42
agent force agent so this is also
6:45
something you can try once this uh
6:47
refresh data source is done check the
6:50
last index date and then you can try it
6:54
one more thing is go to data stream not
6:57
data stream yeah data stream
7:02
and uh go to knowledge kavor home and
7:07
make
7:08
sure in the refresh history you are able
7:10
to see the
7:13
records and uh the data stream status
7:17
should be active and also the last run
7:20
status should be success one more is go
7:23
to search
7:25
index tab open so based on
7:31
the uh Einstein data Library it will
7:34
create the search index so here you can
7:37
try to click the rebuild so that it will
7:40
again do the search index rebuild for
7:42
you and then you should be able to see
7:45
the knowledge articles whenever you ask
7:47
for help in the agent force
7:56
agent please check the video description
7:59
in the video description I have shared
8:01
my blog post from the blog post you
8:03
should be able to
8:05
get sample troubleshooting steps for
8:08
your
8:22
reference I hope it was helpful
8:35
thank you for watching
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