Let Einstein Search for Knowledge Improve How Users Find Answers (Pilot)

Salesforce Knowledge for Lightning Experience got a boost with AI. Now you can shorten the time it takes your service agents and customers to find knowledge articles that are most relevant to them. Try it by signing up for the Einstein Search for Knowledge pilot.


This feature is not generally available and is being piloted with certain Customers subject to additional terms and conditions. It is not part of your purchased Services. This feature is subject to change, may be discontinued with no notice at any time in SFDC’s sole discretion, and SFDC may never make this feature generally available. Make your purchase decisions only on the basis of generally available products and features. This feature is made available on an AS IS basis and use of this feature is at your sole risk. You can provide feedback and suggestions for Einstein Search for Knowledge at TryEinsteinSearch@salesforce.com.

Where: This change applies to Enterprise, Essentials, Performance, Developer, and Unlimited editions of Knowledge with Lightning Knowledge enabled.

Why: Your customers and agents can get answers to their questions even when they don’t know exactly what they’re looking for. For example, when searching in the Knowledge sidebar for a customer case, the most useful knowledge articles are highlighted with a Promoted label.