{"id":3268,"date":"2021-12-05T20:40:56","date_gmt":"2021-12-05T19:40:56","guid":{"rendered":"https:\/\/texei.com\/?p=3268"},"modified":"2023-08-18T10:18:12","modified_gmt":"2023-08-18T08:18:12","slug":"day-5-how-to-assist-your-agents-and-customers-to-find-knowledge-articles-and-get-more-time-to-prepare-christmas-eve","status":"publish","type":"post","link":"https:\/\/texei.com\/en\/advices\/day-5-how-to-assist-your-agents-and-customers-to-find-knowledge-articles-and-get-more-time-to-prepare-christmas-eve\/","title":{"rendered":"Day 5 : How to assist your agents and customers to find knowledge articles and get more time to prepare Christmas eve ? #TexeiAdventCalendar"},"content":{"rendered":"<p>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 <strong>they don&#8217;t have time and they are always in a hurry to satisfy at most their customers.<\/strong><\/p>\n<p>Searching for knowledge articles to answer a customer&#8217;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.<\/p>\n<p>The<strong> &#8220;Assist your agents and customers to find knowledge articles&#8221;<\/strong> Winter 22&#8217;s release improved this process by adding AI to Einstein search for knowledge.<\/p>\n<h2>What&#8217;s new?<\/h2>\n<h3>Before<\/h3>\n<p>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.<\/p>\n<figure id=\"attachment_3335\" aria-describedby=\"caption-attachment-3335\" style=\"width: 300px\" class=\"wp-caption aligncenter\"><img fetchpriority=\"high\" decoding=\"async\" class=\"wp-image-3335 size-medium\" src=\"https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Capture-de\u0301cran-2021-12-02-a\u0300-11.35.59-300x278.png\" alt=\"Knowledge articles\" width=\"300\" height=\"278\" srcset=\"https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Capture-de\u0301cran-2021-12-02-a\u0300-11.35.59-200x185.png 200w, https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Capture-de\u0301cran-2021-12-02-a\u0300-11.35.59-300x278.png 300w, https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Capture-de\u0301cran-2021-12-02-a\u0300-11.35.59-400x370.png 400w, https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Capture-de\u0301cran-2021-12-02-a\u0300-11.35.59-600x555.png 600w, https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Capture-de\u0301cran-2021-12-02-a\u0300-11.35.59.png 642w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><figcaption id=\"caption-attachment-3335\" class=\"wp-caption-text\">Search for knowledge articles from the global search bar<\/figcaption><\/figure>\n<h3>Pilot version<\/h3>\n<p>This process has been improved thanks to the following features :<\/p>\n<ul>\n<li>The search results, answers and explanations are now based on the user&#8217;s context and the article&#8217;s popularity<\/li>\n<li><img decoding=\"async\" class=\"alignnone wp-image-3328\" src=\"https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/1.png\" alt=\"\" width=\"27\" height=\"22\" \/>The search filters are easier to :\n<ul>\n<li>find<\/li>\n<li>modify<\/li>\n<li>apply<\/li>\n<\/ul>\n<\/li>\n<li>The filter button can be moved on either side of the search box<\/li>\n<li><img decoding=\"async\" class=\"alignnone wp-image-3329\" src=\"https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/2.png\" alt=\"\" width=\"28\" height=\"25\" \/>You can see a card view results with :\n<ul>\n<li>Articles details<\/li>\n<li>snippets<\/li>\n<li>highlighted search terms<\/li>\n<\/ul>\n<\/li>\n<li><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3330\" src=\"https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/3.png\" alt=\"\" width=\"27\" height=\"22\" \/>A button has been implemented to attach an article to a record with one click<\/li>\n<li><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-3331\" src=\"https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/4.png\" alt=\"\" width=\"29\" height=\"27\" \/>The articles are clearly labeled and promoted by content managers<\/li>\n<\/ul>\n<figure id=\"attachment_3326\" aria-describedby=\"caption-attachment-3326\" style=\"width: 300px\" class=\"wp-caption aligncenter\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-3326 size-medium\" style=\"font-size: 16px;\" src=\"https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Knowledge-300x243.jpg\" alt=\"\" width=\"300\" height=\"243\" srcset=\"https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Knowledge-200x162.jpg 200w, https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Knowledge-300x243.jpg 300w, https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Knowledge-400x324.jpg 400w, https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Knowledge-600x486.jpg 600w, https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Knowledge-768x623.jpg 768w, https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Knowledge-800x649.jpg 800w, https:\/\/texei.com\/dev\/wp-content\/uploads\/2021\/12\/Knowledge.jpg 930w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><figcaption id=\"caption-attachment-3326\" class=\"wp-caption-text\">Improved research<\/figcaption><\/figure>\n<h3>How?<\/h3>\n<p>For now, only the pilot version is available. You can try it by signing up <a href=\"https:\/\/docs.google.com\/forms\/d\/e\/1FAIpQLSfvPKSMNaNAdp4F-DF9IR6lr99vkdEx3wVLdp2ZejCVXp7e6w\/viewform\">here<\/a>.<\/p>\n<h3>Where?<\/h3>\n<p>Lightning Experience in :<\/p>\n<ul>\n<li>Enterprise<\/li>\n<li>Essentials<\/li>\n<li>Performance<\/li>\n<li>Developer<\/li>\n<li>Unlimited<\/li>\n<\/ul>\n<p>With Lightning knowledge enabled.<\/p>\n<h3>What else?<\/h3>\n<p>Now that you know everything about this pilot, you can tell your agents to go wait for it under the Christmas tree &#x1f60f;<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-medium aligncenter\" src=\"https:\/\/media.giphy.com\/media\/67vzF8auEJNv4qxnK2\/giphy.gif\" width=\"480\" height=\"270\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>And to learn more about Salesforce, check out our article <a href=\"https:\/\/texei.com\/conseils\/day-23-einstein-bot-knowledge-article-search-texeiadventcalendar\/\" target=\"_blank\" rel=\"noopener\">Einstein Bot Knowledge article search!<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8217;t have time and they are always in a hurry to satisfy at most their customers. Searching for knowledge articles to answer a customer&#8217;s request is one of the [&hellip;]<\/p>\n","protected":false},"author":34,"featured_media":3266,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[300],"tags":[310],"class_list":["post-3268","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-advices","tag-salesforce-en"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.1 (Yoast SEO v27.1.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Day 5 : How to assist your agents and customers to find knowledge articles and get more time to prepare Christmas eve ? #TexeiAdventCalendar - Texe\u00ef<\/title>\n<meta name=\"description\" content=\"Knowledge articles are very important, learn how to find them and get the best of your time and of your clients with Salesforce.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/texei.com\/en\/advices\/day-5-how-to-assist-your-agents-and-customers-to-find-knowledge-articles-and-get-more-time-to-prepare-christmas-eve\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Day 5 : How to assist your agents and customers to find knowledge articles and get more time to prepare Christmas eve ? 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