Help your service reps resolve cases faster with AI-generated answers surfaced from your Enterprise Knowledge articles, directly inside the Enterprise Knowledge component.
Required Editions
| Available in Lightning Experience. View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up and manage Enterprise Knowledge: |
Customize Application AND Allow View Knowledge |
- From Setup, in the Quick Find box, enter Enhanced Knowledge Settings, and then select Enhanced Knowledge Settings.
- In the Set Up Enterprise Knowledge section, turn on Show Agentforce Answers in Enterprise Knowledge Component.
- In the Lightning App Builder, edit the Lightning Record page that has the Enterprise Knowledge component.
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Select Show Article Suggestions on Page Load.
Selecting this option makes the component show relevant articles automatically, giving Agentforce the context to generate an answer. If you skip this step, reps can still use Agentforce Answers by asking Agentforce a question first.
- Save and activate the page.
When a rep opens a record, the Enterprise Knowledge component loads relevant articles if Show Article Suggestions on Page Load is selected. Agentforce uses those articles as context to generate the next steps or solution to resolve the case. If suggestions aren't shown on page load, the rep can ask Agentforce a question to get an answer based on your Enterprise Knowledge articles. Either way, the cited articles stay visible so reps can verify and attach the source to the case.