Day 5 : How to assist your agents and customers to find knowledge articles and get more time to prepare Christmas eve ? #TexeiAdventCalendar

We are going to speak about Knowledge articles since one of the first things you learn when you start developing for support agents is that they don’t have time and they are always in a hurry to satisfy at most their customers.

Searching for knowledge articles to answer a customer’s request is one of the most recurrent task as a support agent and it can be time consuming. Therefore a quick search process is well appreciated.

The “Assist your agents and customers to find knowledge articles” Winter 22’s release improved this process by adding AI to Einstein search for knowledge.

What’s new?

Before

Before this release, you could search for knowledge articles through the global search box at the top of every page from the Knowledge component. You had to select the knowledge object first, and then add filters and enter the object of your research.

Pilot version

This process has been improved thanks to the following features :

• The search results, answers and explanations are now based on the user’s context and the article’s popularity
• The search filters are easier to :
  • find
  • modify
  • apply
• The filter button can be moved on either side of the search box
• You can see a card view results with :
  • Articles details
  • snippets
  • highlighted search terms
• A button has been implemented to attach an article to a record with one click
• The articles are clearly labeled and promoted by content managers

How?

For now, only the pilot version is available. You can try it by signing up here.

Where?

Lightning Experience in :

• Enterprise
• Essentials
• Performance
• Developer
• Unlimited

With Lightning knowledge enabled.

What else?

Now that you know everything about this pilot, you can tell your agents to go wait for it under the Christmas tree 😏

And to learn more about Salesforce, check out our article Einstein Bot Knowledge article search!