Let’s say that nation-wide

[suchonak.a.ni.z]

Knowledge articles. Your knowledge base articles contain important information that is specific to your business. Customers access these articles through your self-service sites, and your reps use them to resolve cases. Now, knowledge has an additional purpose: training your ai! Connecting your ai model to trusted sources of information like your knowledge base teaches the ai to be more specific to your business and more accurate, through a process known as ai grounding. So get those knowledge articles into shape! Agentforce can help by generating the first draft of new knowledge articles for you. (of course, always have a service rep review and edit the article.)
let’s return to our nation-wide web example, but change the scenario student data just a bit.

hasn’t authorized netta, its autonomous ai agent, to waive data use overage fees for customers. For a variety of reasons, nation-wide prefers that its service reps authorize fee waivers.

In this case, when jane reaches out and explains the problem to netta, the autonomous agent recognizes that jane’s inquiry is out of scope. The agent lets jane know, then hands the interaction off to a service rep.