Personalize customer service and save service reps' time in just a few steps.
Required Editions
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Before adding Einstein Service Replies for Email, make sure these conditions are met.
- Salesforce Knowledge is enabled and set up in Lightning Experience, with the Knowledge Component added to the Case page Layout. Learn how to set up a knowledge base.
- Einstein Generative AI is enabled. Learn how to turn on generative AI.
- Turn On Service AI Grounding.
- Turn on and set up Service AI Grounding for Knowledge and Case. Learn how to set up Service AI Grounding.
- The Case.SendEmail quick action is on the Case Page layout. Learn how to add the Send Email quick action.
These steps are recommended, but not mandatory.
- To draft email responses by using multiple knowledge articles, set up Agentforce Article Recommendations for Cases.
- Einstein Article Recommendations is enabled with an in-process or completed model build. Learn how to set up Einstein Article Recommendations.
Next, follow these steps.
- Enable Service Replies for Email
To get started, turn on Service Replies for Email. - Allow Public Article Sharing
Allow public knowledge article sharing so that Einstein can access your company’s trusted knowledge content. - Give Service Reps Access
Give service reps access to Service Replies for Email in the Einstein Reply Recommendations component by assigning them a permission set.