Turn
On Service AI Grounding
To get started, turn on grounding. After you enable Service AI Grounding, you can
define the knowledge and case fields you want Einstein to ground on.
Required Editions
-
From Setup, in the Quick Find box, enter Service AI Grounding,
and then select Service AI Grounding.
-
Turn on Service AI Grounding.
Next, select the Knowledge or Case fields you want to use for grounding. When you
ground with Knowledge, Einstein uses information from your knowledge articles to draft
responses customized to your unique knowledge base. When you ground with Cases, Einstein uses
the unique case details to draft personalized responses. To draft case summaries, you can also
use case feed as a grounding source in addition to the case fields.
