Unify the customer self-service experience in the Financial Services Client portal template with new AI-powered components. Your users can view AI-generated summaries and the most common related questions, ranked by popularity, directly on a service process knowledge article page. Select a word or phrase in a service process knowledge article to trigger a quick chat that uses this context to provide context-aware answers. View service processes that are deployed using Unified Catalog on the service catalog page. In addition, with the Associated Service Processes component, users can launch actions, such as order a checkbook, from relevant articles.
Where: This change applies to Lightning Experience in Professional, Enterprise, and Unlimited editions with Agentforce Financial Services, formerly Financial Services Cloud, and the Agentforce Service Agent add-on.
Who: This feature is available to users with a Customer Community or Customer Community Plus license, and with a Knowledge license when accessing knowledge-related features. Site builders need the appropriate permissions to configure the Dynamic Q&A component in Experience Builder.
How: To generate article summaries and dynamic Q&A, turn on Service AI Grounding in Setup and configure the required prompt templates. For the Quick chat component to use your knowledge base, create a data library and assign it to the agent created by using Agentforce Service Agent template available in the Agent Builder. To display associated service processes, configure Unified Catalog Management (UCM) and associate knowledge articles with specific services.