Article Answers Troubleshooting Tips

Setup Issues

Article Answers is configured on three levels: the Einstein Bots Setup page, the Bot Overview page, and the Article Answers dialog. To troubleshoot setup errors, start at the Setup page, and then work down to the dialog.

• On the Setup page, confirm that Article Answers is turned on. If Article Answers is turned off, it doesn’t work for any bot, and the dialog is skipped.
• On the Bot Overview page, confirm that Article Answers is turned on. If Article Answers is turned off, the dialog is skipped.

Training Issues

Article Answers only indexes and searches published knowledge articles with values for the Question, Answer, and Title fields. To capture updates to the knowledge base, the build automatically refreshes every 24 hours to index new articles or changes to existing articles.

• Confirm that Lightning Knowledge is enabled for your org.
• Confirm that you have at least one published knowledge article. You can either create or import an article. Publish an article from the Article Management tab or the article’s detail page.
  

  Note If you’ve recently imported, created, or edited an article, confirm that you’ve published your changes. Unpublished changes don’t trigger an automatic build refresh and aren’t indexed.
  

  Note Article Answers works best with knowledge bases that include more than 10 articles.
• Confirm that at least one knowledge article has the Question, Answer, and Title fields populated. To populate these fields, create dedicated Question, Answer, and Title fields, or map existing fields to each field type. Article Answers supports text, text area, and long text area field types only. Mapping to a rich text area field results in a training failure.
  

  Note For best performance inside the conversation, we recommend multiple questions in the Question field and shorter, conversational answers in the Answer field.
• If Article Answers is active but your build doesn’t automatically refresh, manually refresh using the Refresh button on the Setup page. If the first manual refresh doesn’t work, try again later or contact Salesforce Support.

Unexpected Responses

When the bot is confident that a customer’s input text is related to a knowledge article, the bot shows the Answer field. When multiple articles are found, the bot shows the Title field for up to three articles in a menu. Otherwise, the bot moves to the Confused dialog.

• Check the Bot Event Logs in the Performance tab. When Article Answers is successfully configured, events in the event log are recorded with the Article Answers dialog name.

If your bot returns a dialog instead of a knowledge result, it can mean that the bot identified an exact match or intent instead. The bot attempts to match a customer input to an exact title menu match and then an intent before searching for a knowledge article. Learn more about the order of operations in Navigating Bot Conversations.

• Evaluate the quality of your intent models on the Model Management page.

Article Answers doesn’t return results for unsupported languages. Article Answers returns articles based on the preferred language the user selects for the bot. If the user doesn’t select a preferred language, Article Answers uses the bot’s primary language, which you can set on the Bot Overview page.

• Confirm that the language of the bot is supported. Article Answers supports English, French, German, Italian, Portuguese, and Spanish.
• If Article Answers doesn’t support your bot’s primary language, you can still use Article Answers with your bot. Customers must select a supported preferred language for their conversation. Otherwise, Article Answers won’t return results.

Contact Salesforce Support

If Article Answers is inactive or your training continues to fail after troubleshooting, contact Salesforce Support, and ask to be put in contact with the Article Answers team.