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Configure and Use Service Replies for Chat

Learning Objectives

After completing this unit, you’ll be able to:

  • Set up and activate Service Replies on messaging channels.
  • Explain how to ground replies with the Einstein Data Library.
  • Describe how agents use Einstein Service Replies in a Messaging Session.

Maria, Ursa Major Solar’s Salesforce admin has been looking into the Einstein features available in their contact center to see how artificial intelligence (AI) can improve their service workflow.

In Setup, Maria sees that Service Replies is available for Enhanced Messaging and Live Chat channels. Ursa Major Solar gets a lot of customer service questions through its website’s messaging function and through their social media pages. Customer questions come in quickly, and to keep up, agents need to move from one session to the next fairly rapidly. The team decides to add replies to their messaging channels to speed up the service process. Let’s see how they do it.

In this module, we assume you’re a Salesforce admin with the proper permissions to enable Einstein Service Replies with Messaging. If you’re not, that’s OK. Read along to learn how your admin would take the steps in a production org. Note: Einstein Service Replies isn’t available in a Trailhead Playground so you won’t be able to follow along.

Activate Service Replies for Agents

To get started, Maria turns on Service Replies.

  1. From Setup, in the Quick Find box, enter and select Einstein Reply Recommendations.
  2. Click the toggle to turn on Einstein Service Replies.

The Einstein Service Replies Setup with the service replies toggle in the On position.

Ground Service Replies with Agentforce Data Library

After you turn on Service Replies you can add a data library. Data libraries add relevant information from knowledge articles or uploaded files to the prompt so that Einstein knows what data to base responses on, ensuring you get the best results. Maria considers the type of information she wants the LLM to reference when drafting replies for her agents. The agents that use Service Replies usually answer setup or troubleshooting questions, so she creates a data library that includes articles tagged for those topics. Now she can assign it to Service Replies.

  • Under Use Agentforce Grounding with Service Replies, Maria selects the data library that includes knowledge articles on setup and troubleshooting. She clicks Save.

The Agentforce Data Library in Service Replies setup with the Setup and Troubleshooting Library selected.

Use Service Replies in a Messaging Session

Now that Service Replies is set up for messaging, Maria wants to give her service agents in the pilot program access to it. Maria assigns them the Service Replies User permission set from their user profiles. If Service Replies is enabled, users with the Service Replies User permission set get access to Service Replies from the Einstein Replies component in the console. It’s that easy.

Jessica Tanaka, an agent in the pilot program, and Maria team up to test out the new Service Replies implementation. Jessica receives a new message from a customer trying to set up their solar panel system. As soon as the first customer message comes in, Einstein gets to work.

A customer conversation with the Service Replies component highlighted and showing a service reply suggestion.

After gathering some more details from the customer, Einstein suggests more complex replies based on the setup and troubleshooting protocols from knowledge articles in the assigned data library. Jessica is impressed, it usually takes her a few minutes to search through articles and answer questions. With Service Replies, she reviews and selects the best reply in seconds. Jessica can even click under the reply to see the article or file used as a source. Maria is impressed with how quickly Einstein answers complex customer questions. With some feedback from her pilot program agents, Maria starts planning the rollout of Service Replies to the rest of her team.

Wrap It Up

Einstein Service Replies is a great way to outfit your service center with the most up-to-date technology and provide excellent customer service. Since adopting it, Ursa Major Solar’s support team has closed cases faster and delighted more customers.

Service Replies is just one of the many tools offered by Einstein for Service. Close more cases faster, easier, and smarter by becoming familiar with the rest of the Einstein for Service features, and see how these features can work together to improve your business. To learn more, check out the Make Service Cloud Smarter trail.

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