What if you could make that long queue of password reset emails and return policy questions disappear—saving time for your agents to focus on more complex cases?
Einstein Article Recommendations supercharge agent productivity by recommending relevant articles for a given case in the service console. Starting in Summer ’22, you can invoke your Einstein Article Recommendations model from Flow—unlocking the ability to recommend articles outside the service console for new automation use cases.
In this blog, we’ll use the new flow action for Einstein Article Recommendations to auto-respond to cases with relevant Knowledge articles. Your customers can view those articles and close their cases. This saves your agents time and solves your customers’ problems in the blink of an eye. Let’s dive in!
Recommend articles in a flow
First, navigate to the Flows page in Setup and create a new record-triggered flow. Select Case as the object to trigger the
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