How Does Einstein Article Recommendations Work?
Einstein Article Recommendations helps support agents resolve customer cases efficiently by recommending knowledge articles that were attached to similar cases in the past. Agents don’t have to waste time searching or scrolling through lists of articles, and can quickly attach recommended articles or dismiss them as not helpful.
Difference between Einstein Article Recommendations and Suggested Articles?
Like Einstein Article Recommendations, the Suggested Articles feature suggests knowledge articles in the Lightning Service Console. However, it relies only on keyword-based search and can’t refine its suggestions or incorporate data from past cases.
For example, many cases contain the same subject, description, and category. Because Einstein Article Recommendations considers which articles were attached to similar cases in the past, the top recommended article is likely to address the issue. Suggested Articles can search your knowledge base for articles containing case keywords, but the exclusion of case data.
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