Easily Deliver Knowledge Articles to Your Customers

Let bots share your library of knowledge articles based on a customer’s search terms. Place this action on dialogs to deliver the top Lightning Knowledge articles to your customers by using clicks, not code.

Where: This change applies to Lightning Experience and Salesforce Classic in Enterprise, Performance, Unlimited, and Developer editions. Setup for Einstein Bots is available only in Lightning Experience.

Who: Einstein Bots is available to orgs with both Service Cloud and Chat user licenses. Each org is provided with 25 Einstein Bots conversations per month for each Chat user with an active subscription.

Why: When a customer enters a search term, the bot delivers one, two, or three articles that solve the request best. You can choose which fields to show customers to deliver a customized experience.

An image of the Knowledge Search action type.