Deliver Einstein Article Recommendations in Five New Languages (Pilot)

Einstein Article Recommendations uses data from past cases to identify knowledge articles that are most likely to help your agents address customer inquiries. Article recommendations are now available in French, German, Spanish, Portuguese, and Italian in addition to English.

Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions.

Why: Article recommendations in these newly supported languages work just as they do in English. A single, predictive model controls Einstein’s recommendations for all supported languages in your Salesforce org, and agents see recommendations in the Knowledge component of the Lightning Service Console. Einstein uses natural language processing (NLP) to detect each case’s language, and checks the knowledge article version’s Language field for the article’s language.

Einstein searches for articles based on the case’s language. If none meet the relevance requirements, Einstein next searches for articles in your org’s Knowledge master language, and then in the agent’s default language. This means that agents sometimes see article recommendations on a case in more than one language.

Identify knowledge articles that are likely to help your agents address customer inquiries.

How: To sign up for this pilot, contact your Salesforce Account Executive. Make sure that you have the following data in at least one of the six supported languages:
  • 100 knowledge articles
  • 500 instances of an article attached to a case, also called an “attach”