(happy music)
With our spring 20 release, you
can help your customer service agents speed
up Case resolution with Einstein article
recommendations.
This new AI assistance is built right
into the knowledge component.
Let's take a look at how it works
For many of you, your agents are already familiar
with the knowledge component.
In the past, they'd simply type in a search
term and see which articles were returned.
Now Einstein article recommendations.
Does the work for them
Einstein Article Recommendations Air served
up based on content from the case and also
from past data. Specifically data
on when articles are attached to cases,
your agents see an AI recommended
article and also the relevance score
Agents can feel confident using the recommended
article. Now let's review how to set
it up on the Einstein
article. Recommendations Set up Paige. Enable
Einstein article recommendations.
You'll see that we've created a simple three
steps set up process
As you dive in. We explain the basics,
so you understand exactly what's happening with
the A I for this feature.
From there, you select the case and
knowledge fields for your article recommendation
model. You'll be identifying the fields
on your case and knowledge objects that are the
most relevant to solving your customers cases.
Then you'll build your model.
Once it's built, then you'll activate it.
Don't forget. You'll need to give your agents access
to Einstein article recommendations.
The best way to do this is to assign your
agents to a profile or permission set
that gives them permission to use Einstein article
recommendations.
You may also need to add the knowledge component
to your Lightning Service Console. If it's not there
already from there, you'll be on
your way with our Spring 20
Release agents Find answers for customer
questions faster with a I powered
recommendations from Einstein article
recommendations.
