Answer accurately using the article Einstein recommends, without searching.
Finding the right knowledge article takes time. Einstein recommends the most relevant article for the open case, so you answer accurately without searching.
Show faster, more consistent service inside Salesforce with automation metrics.
See where the AI reduces effort and where classification or replies need tuning.
Resolve common requests end to end with a scoped AI agent that escalates the rest.
Open the case you are working on.
Review the knowledge articles Einstein recommends.
Open the most relevant article.
Use it to answer or attach it to the reply.
Mark the article helpful or not to improve recommendations.
Case: [Customer name] reports they cannot reset their password. Einstein recommends knowledge articles based on the case content. You open the most relevant article and use it to draft your reply: "Hi [customer name], to reset your password, [follow the steps in the article]." You attach the article to the case and mark it helpful.
For the open case, recommend the most relevant Salesforce Knowledge articles based on the case content, ranked by relevance, for the agent to use in the reply.
Generate a concise case-and-resolution summary so the record is complete.
Get a complete, on-brand draft grounded in the team's knowledge to review and send.