Identify and Address Gaps in Your Knowledge Base with Self Learning Knowledge (Generally Available)

Self Learning Knowledge gathers and analyzes detailed customer data from channels like surveys, voice, chat, and cases to learn about customer behavior and preferences. Self Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add information.

Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Professional Editions with Customer Signals Intelligence enabled.

How: From Setup, enter and select Customer Signals Intelligence, then under Set Up Self Learning Knowledge in Data Cloud, click Install.