Let’s talk about Einstein ChatBot. Winter is coming! But we’re not talking about plot twists and battles every Sunday evening (because It’s over! Ok?!!) But about winter 20 release Texeï advent calendar. It’s where the Force ladies and the sales gentlemen are tuning in every day of the week (Take that HBO!)
Ok, so the Salesforce winter 20 release is upon us and with is the new Knowledge search feature for Einstein ChatBot.
So now on top of the many actions you can use in your Bot dialogue, you could add a knowledge article search.
It’s easy! All what you have to do is to use the new search object action. But before doing so and before panicking (like I did) make sure to enable lighnting knowledge from your knowledge settings
Then once in your bot builder, you can choose the object search action from the action button
The bot will understand the wording of the user using NLP then it will search for the correct knowledge article. You can choose how many related article to show and the fields to display.
So in this example, you use the input variable of the user as an input then show the results onto a search result.
Easy peasy! Now go ahead and tell the world about your new discovery Einstein ChatBot.
Happy CRMing and Merry Christmas ! Want to continue learning? Check out our article How to assist your agents and customers to find knowledge articles and follow us on Linkedin!
