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Topics#AgentforceYuliya Luques's Question
Yuliya Luques (TechUnity) asked in #Agentforce
Feb 11, 10:36 AM

AI Agent that uses Knowledge base - custom setup

Hi, 

is there anyone here who has implemented end-to-end AI agent that uses org's knowledge base to provide the answers? not through a standard set up though? 

i am looking for the best practice of setting up topics instructions given the agent should give very specific answers based solely on knowledge base but still being a bit creative in providing answers to complicated user's questions.  

 

any input will be precious. 

thanks  

 

#Agentforce

3 answers
  1. Vijay Singh (Ksolves india limited)
    Feb 13, 5:31 AM

    Hi @Yuliya Luques

     

     

    Yes — best practice is to treat this as a

    strict RAG (Retrieval-Augmented Generation) setup.

    Keep it simple:

    • Use Knowledge as the only data source
    • Add clear system instructions: 

       

      “Answer only from retrieved Knowledge articles. Do not invent information. If nothing is found, say so.”
    • Keep the temperature low for accuracy
    • Create focused topics (Billing, Support, Policy) with scoped instructions
    • Test edge cases to ensure it refuses when no KB match exists

    The key is strong grounding rules + controlled prompt instructions.

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