Help Your Agents Resolve Cases Faster with Einstein Article Recommendations (Generally Available)
Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions.
Why: When you set up Einstein Article Recommendations, you can identify the fields on your Case and Knowledge objects that are most relevant to solving your customers’ cases.
- Identify the most important information in the case record
- Match that information to the most relevant articles from your knowledge base
- Present those articles to your agents in the Knowledge Lightning component
How: On the Einstein Article Recommendations Setup page, enable Einstein Article Recommendations. Select the Case and Knowledge fields for your article recommendation model, then build and activate it.