Salesforce Service AI Knowledge Grounding allows us to use our Knowledge Articles to add more additional context when using Einstein Email, Service Replies, etc features.
In this Blog Post, Knowledge Grounding is used in Salesforce Einstein GPT for Service: Service Replies feature.
1. Setup Salesforce Einstein GPT for Service: Service Replies using the following.
2. Go to Service AI Grounding in Salesforce Setup. Toggle On “Service AI Grounding”.
3. Click Edit in Knowledge Fields section.
4. Select required fields for Grounding in Title and Summary. You can also include additional fields for Grounding.
5. Toggle On “Grounding with Knowledge”.
Sample Knowledge Article:
Output:
