Use Case: Make Your Knowledge Articles Available in Einstein AI-Generated Search Answers

Provide relevant search results by making your knowledge articles available in Einstein AI-Generated Search Answers. Use the Service Cloud data kit to map your knowledge articles to a Data Cloud DMO. By selecting the DMO as a source object for Search Answers, service agents can quickly find answers to customer questions.

Ingest your organization’s knowledge articles into Data Cloud using a Service Cloud data kit and map them to a Data Cloud DMO. By selecting the DMO as a source object for Search Answers, service agents can quickly find answers to customer questions.

Screen shot lists information about each mapped DMO and highlights the Knowledge Article Version DMO mapped to the knowledge DLO in Data Cloud.

The screen shot shows Einstein Search Manager in Salesforce setup where the Knowledge Article Version DMO is included for Search Answers.

For example, a service agent searches for how to set up Salesforce Labs Field Service dashboard. Einstein AI-Generated Search Answer generates a response from the knowledge articles stored in the knowledge DMO.

A Service Cloud Salesforce org with an Einstein AI-Generated search answer to a service agent’s question. The top results are generated from knowledge articles stored in knowledge DMOs.

Your default search scope must include the Knowledge object. If you don’t see Search Answers results, select the Knowledge object from the drop down to the left of the search bar and try again. Sometimes it takes a few interactions with the Knowledge object for it to become part of your default search scope.