Help Your Agents Resolve Cases Faster with Einstein Article Recommendations (Pilot)

Einstein Article Recommendations uses data from past cases to identify Knowledge articles that are most likely to help your agents address customer inquiries.
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.
Note

Note

We provide Einstein Article Recommendations to selected customers through a pilot program that requires agreement to specific terms and conditions. To be nominated to participate in the program, contact Salesforce. Pilot programs are subject to change, and we can’t guarantee acceptance. Einstein Recommended Articles isn’t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.

Why: When you set up Einstein Article Recommendations, you can identify the fields on your Case and Knowledge objects that are most applicable to your business and solving your customers’ cases.A screenshot of the Einstein Article Recommendations page in Setup that shows the three major setup steps

When a customer submits a case, Einstein uses that information to:
  • Identify the most important information in the case record
  • Match that information to the most relevant articles from your knowledgebase
  • Present those articles to your agents in the Einstein Article Recommendations Lightning component

How: For information on enabling this feature, contact Salesforce.