Salesforce Article Answers in Einstein Bot

[@laithienthao]

You're mapping questions to titles. Since clients might ask different questions but receive the same answer, can we create an article with a title that includes multiple questions, or do we need to create separate articles for each question, all of them have the same answer (summary)?

[@Infallible-Techie]

Use custom field to hold multiple questions and map it.

[@DawidSalawa]

Is it possible to filter the results of Knowledge? the basis of a custom field Type or default Category? if someone asks about a laptop and we know this from the Prechat, it is pointless to show them knowledge about televisions for example

[@Infallible-Techie]

As far as I know, you cannot.

[@Infallible-Techie]

I think we cannot add filters.

[@sameersharma8487]

how to get the article list , would be good if you can explain that flow as well in capturing the list records

[@Infallible-Techie]

Did you check my blog post? I have shared screenshots there.

[@Timely777]

Hi. Can you show a screenshot of the Step Properties for "Article Answers"?

[@Infallible-Techie]

I haven't done any changes to the standard Article Answers. So, no changes to the properties.

[@raghavenderreddy4208]

How can we add an option along with article answers to help customers to navigate to main menu or any other dialog without clicking the results if the provided article answers are inappropriate?

[@Infallible-Techie]

As far as I know, it is not feasible at thi time.

[@KimIvens]

so i have a empty dialog.. in this dialog i want the bot to sent a message.. in this message i want to include a specific knowledge article summary.. how can i do this

[@Infallible-Techie]

I don't think you can do like that. Use Customer Input. It will trigger the Article Answers.

[@bbfelbbjan]

when i put some Dynamic question below the main menu. the Article answer did not search for an article. What do u think is the problem?

[@Infallible-Techie]

Did you check the BOT Session Log? Do you see any errors or exceptions there?

[@bbfelbbjan]

@@Infallible-Techie the problem is the question variable is the one that the bot process/reads
.

[@kalyanchakravarthi8551]

Hi Sir, Can you please provide step by step to setup articles in BOT

[@Infallible-Techie]

Check whether this is helpful: www.infallibletechie.com/2022/05/how-to-create-public-knowledge-base.html

[@avinasht14]

How to trigger the article answers after clicking a button, like 'Search Knowledge' and then display a message to the user to enter a keyword and search for the articles.
But not using knowledge Object Search.

[@Infallible-Techie]

It will be called automatically and cannot be invoked on button click.

[@MarcosRibeiro-lt7wu]

Hi Sir, Could you please help me to send custom variable using Einstein Bot API?

[@Infallible-Techie]

Marcos, I never used Einstein BOT API. Do you have document reference so that I can try?

[@MarcosRibeiro-lt7wu]

Hi Sir, when I test smart feature I received this message: Sorry, I didn't understand that., do you know what I need to do?

[@Infallible-Techie]

Marcos, after enabling, please give sometime before testing.

[@ViolaGonzalez-pm4el]

I'm facing the same problem.😓 Did you find a solution?

[@SarahMcConnell-wk4qi]

@@Infallible-Techie I am having the same issue here, how long should I wait?

[@Infallible-Techie]

After enabling, please give some time to test it.

[@SarahMcConnell-wk4qi]

@@Infallible-Techie That was not the issue. The issue was that the chat bot permission set did not have access to those data categories that the article answers were looking at.