Set Up Agentforce Article Recommendations for Conversations

Help your service reps address customer voice conversations and messaging by suggesting relevant knowledge articles based on the conversation’s messages or utterances.

Required Editions

Available in: Enterprise, Performance, and Unlimited editions. Not available in partner edition orgs.

User Permissions Needed
To set up Agentforce Article Recommendations for Conversations:	Customize Application AND Data Cloud Admin permission set AND Salesforce Knowledge enabled
To use Agentforce Article Recommendations for Conversations:	Data Cloud User permission set AND Use Agentforce Article Recommendations for Conversations permission set AND Prompt Template User permission set AND Knowledge Access permission set

User Permissions Needed

To set up Agentforce Article Recommendations for Conversations:

Customize Application AND

Data Cloud Admin permission set AND

Salesforce Knowledge enabled

To use Agentforce Article Recommendations for Conversations:

Data Cloud User permission set AND

Use Agentforce Article Recommendations for Conversations permission set AND

Prompt Template User permission set AND

Knowledge Access permission set

Agentforce Article Recommendations for Conversations is available with Service Cloud Agentforce 1 Edition, Agentforce 1, and Agentforce for X.

Provision the Article Recommendations For Conversations on Data Cloud permission set license from Setup, under Company Information. The Use Agentforce Article Recommendations for Conversations permission set only appears after you provision this license. Provision and configure Data 360, with knowledge articles synced.

In Setup, enter and select Article Recommendations.
Under the Agentforce Article Recommendations for Conversations header, turn on Data 360. Using Agentforce Article Recommendations for Conversations requires an active Data360 instance.
Activate Agentforce Article Recommendations for Conversations by flipping the toggle.
To get service reps to see suggestions manually, flip the Provide Article Recommendations On-Demand toggle.

Note Recommendations appear only when Agentforce connects relevant articles for the conversation.

Important This feature consumes Flex credits if not on unmetered usage. Generative AI can produce inaccurate or harmful responses. Review output for accuracy and safety. You assume responsibility for how the outcomes of AI are applied to your organization.
Select an Agentforce Data Library to ground your article recommendations on, or create a Data Library by clicking Go To Agentforce Data Library Setup.

Note All Agentforce Data Libraries consume Data360 credits.
Save your work.