Agents can quickly insert Salesforce Knowledge Articles content when on Active Chat using “Insert Article into Conversation” action.
1. Go to Object Manager.
2. Search and select the Knowledge object.
3. Select “Communication Channel Mappings”.
4. Click the New Button.
5. In the “Select Communication Channels” section, add Chat to the “Selected Channels”.
6. In the “Select Communication Channel Layout Fields” section, select the fields that should be displayed when the agents selects the Knowledge Article content on the Active Chat.
7. Enable “Omit field labels” so that when the agents selects the Knowledge Article content on the Active Chat, it will just post the Knowledge Article content and ignores the Fields Labels. If “Omit field labels” is disabled, then the Knowledge Article content will be posted along with the Fields Labels.
Output:
If you want to ground the knowledge article using Service AI Einstein GPT Grounding feature, then check the following:
