Einstein Article Recommendations: Delivering the Right Knowledge at the Right Time

What Is Einstein Article Recommendations?

Einstein Article Recommendations is an AI-powered feature in Salesforce Service Cloud that:

• Analyzes case context (keywords, history, customer profile).

• Suggests the most relevant knowledge articles to support agents as they handle customer cases.

• Builds a predictive model by analyzing data from past closed cases and knowledge articles.

• Proactively examines new cases, identifies key language and patterns, and recommends articles most likely to resolve the issue.

• Saves agent time by serving up recommended articles directly, instead of forcing them to manually search.

• Learns continuously from accepted/rejected recommendations to improve accuracy.

Think of it as a “smart assistant” for your agents — it helps them resolve queries faster without having to dig through the knowledge base.

Why It Matters

Support agents juggle multiple cases daily. Customers expect fast, relevant answers, while agents often spend unnecessary time searching knowledge bases. Einstein Article Recommendations solves this by surfacing the right articles directly within the case — saving time, reducing handle rates, and boosting CSAT.

How to Set Up Einstein Article Recommendations

1. Enable in Setup

   • Go to Setup → Einstein Article Recommendations → Enable.

     

   
   

2. Assign Licenses & Permissions

   • Assign the Einstein Agent permission set license.

   • Assign the Einstein Article Recommendation for Conversations and Use Article Recommendations permission sets to relevant users.

     
     

3. Configure the Model

   • Choose the Case fields and Knowledge fields that Einstein should analyze.

     

   • Click Build Model to train Einstein on historical data.

     
     

4. Add Components to Lightning Pages

   • Edit the Case Lightning Record Page.

   • Add the Einstein Article Recommendations component.

   • Add the Knowledge component to allow agents to preview or attach articles.

     
     

5. Ensure User Access

   • Confirm users have access to Salesforce Knowledge and can view the recommended articles.

     
     

6. Test & Monitor

   • Start with a pilot group.

   • Track adoption and continuously improve the knowledge base to enhance recommendations.

Screenshots of Article Recommendations in action : 

Use Cases

• Call Center Agents: When a customer reports a technical issue, Einstein suggests the most relevant troubleshooting guide.

• Onboarding Support Teams: New agents can resolve cases confidently with AI-guided recommendations.

• Self-Service Knowledge: Insights from recommendations help identify gaps in your knowledge base for customer self-service portals.

Bottom Line

Einstein Article Recommendations transforms your knowledge base into a proactive support tool. By analyzing past case patterns and serving up the right articles, it saves agents time, improves consistency, and helps resolve customer issues faster.