Use Salesforce Einstein to Find Answers During Live Calls

What This Does

Salesforce Einstein automatically surfaces relevant knowledge base articles in your agent console during live calls — based on what the customer is saying — so you find the right answer in seconds instead of typing search queries in a separate window while the customer waits.

Before You Start

• Your center uses Salesforce Service Cloud
• You have the Lightning Experience agent console open (not the Classic view)
• Your admin has enabled Einstein for Service (Knowledge component visible in your console)

Steps

1. Open the Knowledge panel in your console

In Salesforce Lightning, the agent console is typically a split-screen view. Look for a "Knowledge" or "Recommended Articles" panel — usually on the right side of the screen or as a tab in the utility bar at the bottom.

What you should see: A panel that lists article recommendations, or a search bar within the Knowledge section. Troubleshooting: If you don't see a Knowledge panel, click the waffle menu → Service Console → check if your admin has added the Knowledge component to your layout.

2. Let Einstein suggest articles automatically

As soon as you open a case or while a customer is talking, Einstein reads the case Subject, Description, and any incoming chat text — and automatically populates the Knowledge panel with relevant articles. You don't have to search.

What you should see: 3–5 article suggestions appearing in the panel, ranked by relevance to the current case.

3. Ask a natural language question (Einstein Copilot)

If you have Einstein Copilot enabled, you can type a question in plain language: "What's our policy on returns after 60 days for premium members?" Einstein searches your knowledge base and returns the relevant section — not just a list of articles, but the actual answer.

What you should see: An answer in conversational text pulled from your KB.

4. Use the article while on the call

Click the article to open it. Read the relevant section, follow the steps, or quote the policy to the customer. You can also send the article link to the customer from within the case if your center allows it.

Real Example

Scenario: Customer calls asking if they can get a refund on a product purchased 75 days ago (your standard return window is 60 days).

Without Einstein: You type "return policy exceptions" in the KB search, get 12 results, open 3 before finding the right one, keep the customer on hold for 4 minutes.

With Einstein: Before the customer finishes explaining, Einstein has already surfaced "Return Policy — Exception Cases for Premium Members." You click it, confirm the exception exists, and offer the customer a resolution in 45 seconds.

Time saved: 3–4 minutes per policy lookup × 50+ calls per shift.

Tips

• Einstein gets smarter the more cases your team handles — article relevance improves over time as agents mark articles as "helpful" or "not helpful."
• If Einstein keeps surfacing wrong articles for a type of call, ask your team lead to flag those articles for a knowledge base review — it likely means the articles need better tagging.
• For complex multi-issue calls, you can manually search the KB while Einstein's automatic suggestions continue updating in the background.

Tool interfaces change — if a button has moved, look for similar AI/magic/smart options in the same menu area.