Salesforce Docs Portal

Set Up Dynamic Q&A for Knowledge Articles

Set up and configure the Dynamic Q&A component in Experience Cloud so article readers can view and interact with top questions.

Required Editions

Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions
Available in: Aura and LWR Experience Cloud Sites
Available in: Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
User Permissions Needed
To create and manage prompt templates in Prompt Builder:

Prompt Template Manager permission set

  • Manage Prompt Templates
  • Execute Prompt Templates
To create and manage Agentforce Service agents: Manage Agentforce Service Agents permission set AND Manage AI Agents To let the agent user securely access data and perform actions, see Best Practices for Agent User Permissions.
To create an Experience Cloud site: Create and Set Up Experiences AND View Setup and Configuration
To customize or publish an Experience Cloud site: Create and Set Up Experiences AND View Setup and Configuration AND be a member of the site OR View Setup and Configuration AND be a member of the site AND have appropriate role-based site access
To enable digital experiences Customize Application

Before you begin, make sure you've completed these steps:

  • Your org has assigned CustomerCommunity or CustomerCommunityPlus licenses.
  • An Experience Cloud site is active with at least one published knowledge article.
  • Service AI Grounding is enabled for Knowledge data in Setup.
  • An Agentforce Service Agent is configured for your site.
  • The Improve Performance of Connect APIs in your LWR Sites setting is disabled in your site's Administration workspace.
  1. From Setup, in the Quick Find box, enter Service Cloud Einstein, and then select Service AI Grounding.
  2. On the Service AI Grounding page, turn on Service AI Grounding.
  3. Under Knowledge, select only public fields that are accessible to portal and guest users for use in Q&A generation, and then click Activate.
    Note
    Note To prevent exposure of sensitive data, make sure that only public Knowledge fields are selected. If a private field was previously selected, data from those fields may still appear in Q&A and summary content for guest users, while authenticated users are not affected.

    Tun on Service AI grounding

  4. From Setup, in the Quick Find box, enter Digital Experiences, and then select All Sites.
  5. Click Builder next to your site.
  6. In the Components panel, drag Knowledge Article FAQs component onto the article detail page.
    1. For Aura sites, place it on the Article Detail page.
    2. For LWR sites, place it on the Knowledge Detail page.
  7. Choose a label for the section.
  8. Set the maximum number of questions to show on the component at runtime.
  9. Publish the site to apply your changes.
    Note
    Note After you publish the site, you can see answers in two ways: Prompt-Generated: Answers are generated from your configured knowledge data during the initial question generation. Agentforce Service Agent: Answers are generated in real time using the active agent you have configured for your site.