Service Cloud Tip. Help Teach Einstein Article Recommendation! A few years ago, we enabled Einstein Article Recommendation. This Einstein Knowledge recommendation is really awesome. The AI engine learns from us attaching articles to cases. It gets smarter, each time we attach an FAQ or click the “Mark as not helpful” link. It looks at the Subject and Description fields and builds a model to predict when to recommend an FAQ article based on previous Case attachments.
The more that we attach FAQ articles to cases, the smarter it gets. For the time being, this intelligent recommendation is only when looking at the Case View. While Salesforce doesn’t say what the future holds, it wouldn’t surprise me if this intelligent recommendation becomes part of the public FAQ search on our websites. So, the work that we do now in creating FAQs and attaching FAQ articles to cases will likely come in even more useful in the future.
So, please attach those FAQ articles to cases (even if you don’t send the FAQ to the customer), as it helps teach the search function.
Also, click the “Mark as not helpful” link for articles that don’t relate to the question. You get to help make Einstein smarter!
Quick note: In the near future, the Recommended Articles will be part of the case auto response. So, when deciding which FAQs to relate or mark as not helpful, think of what FAQs would be best to present to the customer. That is, a generic FAQ about wireless troubleshooting could still be beneficial to a wireless mic user, but an FAQ about a ceiling array would not be beneficial on that same wireless mic case.
