When customer service teams get a new case, they need to find the right information quickly. Searching for answers takes too much time, slows down replies, and can frustrate customers.
That’s where Agentforce and Einstein Article Recommendations come in. This tool automatically suggests the best help articles so agents can solve problems faster and make customers happy.
Agentforce uses AI to find answers so agents don’t have to search manually. It works like this:
✔ Reads the case details – Agentforce looks at what the customer needs.
✔ Finds similar past cases – It checks what worked before.
✔ Suggests the best article – It recommends the article that helped solve the issue before.
“Einstein article recommendations suggest the best answers instantly, so agents don’t waste time searching.” – Matthew Gardener, SOLVD Consultant
This means faster replies, quicker problem-solving, and better customer service.
To use this tool, businesses need to turn on Einstein Article Recommendations in Salesforce. Here’s how:
1️⃣ Add the Knowledge Feature – This is in the case page in Salesforce.
2️⃣ Turn On Einstein Article Recommendations – Enable the feature in settings.
3️⃣ Pick Key Details – Choose what case details should help match the right article.
4️⃣ Let the AI Learn – It takes up to 48 hours for the system to study past cases.
5️⃣ Activate for Agents – Decide which teams will use the recommendations.
“Once the system is on, Agentforce keeps learning from every case it helps solve.” – Matthew Gardener, SOLVD Consultant
AI gets better with experience—the more cases it solves, the smarter it gets.
Every time an agent uses a suggested article, Agentforce remembers that it worked. Next time, it will suggest that same article for similar cases.
✔ More solved cases = smarter AI
✔ Better AI = faster solutions
✔ Faster solutions = happier customers
“The system learns from every case, so the more it’s used, the better it gets.” – Matthew Gardener, SOLVD Consultant
This helps support teams to answer questions faster and improve over time.
✔ Saves Time – Agents don’t need to search for answers.
✔ Gives Accurate Answers – AI suggests solutions based on real case history.
✔ Makes Customers Happy – Fast responses keep customers satisfied.
✔ Helps Teams Work Better – Agents spend less time searching and more time helping.
“Great customer service starts with quick, correct answers. Agentforce makes that easy.”
– Matthew Gardener, SOLVD Consultant
At SOLVD, we help businesses set up and optimize Agentforce to make customer service faster and smarter.
📞 Contact us today to get started!
From my initial call with Spencer through project implementation with John and Evan, my experience with the SOLVD team was excellent. They were quick to understand our business needs, clear when explaining the reasoning behind proposed solutions, transparent when reporting on progress and timeline, and all around enjoyable to work with. Would highly recommend and looking forward to continue working with them in the future!
SOLVD was very straight forward with everything needed to complete the project. No surprises, no issues, and cost was aligned with the estimate. They made implementation easy and quick.
As a rule, I'm pretty stingy with my recommendations. So it's a pleasure for me to recommend Solvd as a top-flight Salesforce consultancy. Solvd recently led our company's conversion to the Lightning interface and did it on time, on budget and made it easy for me and my team. I know I'll use their services again, and am confident they can do the same for you.
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