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Share Knowledge Articles content in Active Salesforce Messaging Session
Dec 15, 2024
Service Agents or Representatives can quickly insert Salesforce Knowledge Articles content when on Active Messaging Session using "Insert Article into Conversation" action.
Blog Post:
https://www.infallibletechie.com/2024/12/share-knowledge-articles-content-in-active-salesforce-messaging-session.html
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0:06
hello everyone in this video we are
0:09
going to
0:10
see how to allow agents to insert
0:15
knowledge
0:16
article when they are actively chatting
0:19
with the website
0:23
visitors in Salesforce messaging session
0:27
record for this demo I'm going to make
0:30
use of Salesforce messaging for inapp
0:33
and web which makes use of messaging
0:36
session record in
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chat we would have used chat transcript
0:42
object but for messaging we use a
0:45
different entity called messaging
0:47
session
0:49
record the first step is we have to go
0:52
to object manager search for the
0:56
knowledge
0:58
object make sure uh you have the object
1:01
knowledge knowledge
1:03
uncore
1:05
kav and then we have to go to
1:08
Communication channel
1:11
mapping in this communication Channel
1:14
mapping use the new button and create a
1:17
new Communication channel mapping make
1:21
sure you have a channel for messaging
1:24
messaging um Channel makes use of
1:27
messaging session record you if you have
1:30
record types then you can make use of
1:33
the knowledge record
1:36
types you we have to select the
1:39
fields that uh will
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be shared in the conversation pain so
1:47
here I have selected title and summary
1:49
so as an agent when I search a knowledge
1:53
article and uh insert it on the
1:56
conversation pane it will get the data
1:59
of title and summary and then it will
2:02
send that knowledge article content to
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the um visitor who initiated the
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messaging
2:10
session so once this channel mapping is
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done we have to go to messaging session
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object and then we have to add
2:19
the knowledge component onto the
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lightning record
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page in my org I have 12 knowledge
2:27
articles so as an agent I will be able
2:29
to insert the content of these uh
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knowledge
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article to the visitor uh who initiated
2:38
the messaging so let's see a demo as an
2:44
agent I have made available for
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messaging as a visitor I'm initiating a
2:52
messaging
2:56
session so
2:58
here as an agent I was able to accept
3:02
the messaging session I have the
3:04
knowledge uh component here I can create
3:08
a new article or I
3:10
can search for the knowledge
3:15
article so as a visitor I'm asking to
3:20
expedite my
3:25
order and this is the order
3:28
number so here as an agent what I can do
3:32
is I can search for
3:37
expedite and then I can make use
3:40
of insert article into con
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conversation this will invert the
3:49
content if you want to add any content
3:53
you can add before sending
4:06
so it made my um work easy as an agent
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by just inserting the knowledge article
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content so the visitor will be able to
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see that steps and then they will be
4:17
able to resolve the
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issue so to
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summarize we have to go to to the
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knowledge object we have to create
4:31
Communication channel
4:33
mapping second uh thing we have to do is
4:36
we have to go to the messaging uh
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session object and in the lightning
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record page we have to add the knowledge
4:42
component so that the agents will be
4:44
able to
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search and uh as an agent the agents can
4:51
make use of insert article into
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conversation so that the article content
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will
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be available in the cont ation pain
5:01
before sending the message they will be
5:03
able to edit it and send it to the
5:14
customer I hope it was
5:25
helpful thank you for
5:28
watching for
Enterprise Technology
Software
Internet Software
Email & Messaging
Text & Instant Messaging
Voice & Video Chat
Science
Knowledge Management
Helpdesk & Customer Support Systems
Intelligent Personal Assistants