Generate comprehensive service email drafts grounded on relevant knowledge articles. You can select up to three most relevant knowledge articles so your email reply is backed by accurate information. Knowledge Grounded Email Response (KGER) reduces manual email drafting time by providing a detailed starting point that you can review and edit before sending.
Where: This feature is available in Lightning Experience in Enterprise and Unlimited editions with the Agentforce for Service add-on or Agentforce 1 edition. To purchase the Agentforce for Service add-on or Agentforce 1, contact your Salesforce account executive.
How: On the Case page, review the recommended articles in the Knowledge section. From the actions menu, click Draft Einstein Email from Multiple Articles. Select up to three articles that are relevant to the case, and then click Draft Email.
