---
schema_version: "1"
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title: Ground Einstein Responses with Your Service Data
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/einstein_generative_ai_grounding_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_grounding_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: a20673086c7c36c4bed923b1bde55edd826572b07e88401edc9c24ae33ed358b
description: Use grounding to draft AI responses from a defined data source. Grounding indexes your objects and fields so that Einstein knows which information to base recommendations on. When you use grounding, your unique knowledge articles and case history add context and personalization to customer communications.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Ground Einstein Responses with Your Service Data

Use grounding to draft AI responses from a defined data source. Grounding indexes your objects and fields so that Einstein knows which information to base recommendations on. When you use grounding, your unique knowledge articles and case history add context and personalization to customer communications.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.einstein_service_intro.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

## Service AI Grounding Options

Service AI Grounding is supported for the listed Einstein for Service features only. For all other AI features, check for available grounding options in Salesforce Help.

  
| Feature | Available Objects | Description |
| --- | --- | --- |
| Case Summaries | Case | Case fields, comments, and case feed are used to give Einstein details for drafting a Case summary. |
| Knowledge Creation | Case | Use the Case comments and emails to give Einstein details for drafting a Knowledge Article. [See Map Einstein Knowledge Creation Responses to Knowledge Fields](https://help.salesforce.com/s/articleView?id=service.knowledge_creation_map_responses.htm&type=5&language=en_US) |
| Service Planner | Case | Choose the Case fields you want Agentforce to consider for service plans. See [Set Up Service Planner Basics](https://help.salesforce.com/s/articleView?id=service.sp_setup_basics.htm&type=5&language=en_US). |
| Service Replies for Email | Knowledge, Case | All email replies drafted with Einstein are grounded in your Knowledge base and Case context. [See Service Replies for Email](https://help.salesforce.com/s/articleView?id=service.reply_recs_service_replies_email_intro.htm&type=5&language=en_US) |

- **[Turn On Service AI Grounding](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_enable_grounding.htm&release=264.0.0&type=5)**  
    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.
- **[Ground with Knowledge](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_knowledge.htm&release=264.0.0&type=5)**  
    Select the title, summary, and additional Knowledge fields for Einstein to ground on. Einstein uses information from your selected knowledge fields to draft personalized responses.
- **[Ground with Cases](https://help.salesforce.com/s/articleView?id=service.einstein_generative_ai_ground_cases.htm&release=264.0.0&type=5)**  
    Select the subject, description, and additional Case fields for Einstein to ground on. Einstein uses details from your selected case fields to draft personalized responses. To draft case summaries, you can also use case feed as a grounding source in addition to the selected case fields. Case feed includes crucial details like system updates, user comments, email messages, and status changes.

#### See Also

- [Einstein Generative AI](https://help.salesforce.com/s/articleView?id=ai.generative_ai_about.htm&type=5&language=en_US)
- [_Blog post:_ How Salesforce Develops Ethical Generative AI from the Start](https://www.salesforce.com/news/stories/developing-ethical-ai/)