We’re loving Fin, but running into customer questions where Fin is answering using incorrect product articles. Is there a way for Fin to recognize a product tag on a conversation (or possibly a field from Salesforce?) and default to using knowledge from a particular product help center? I looked into using audiences as well, but there are a number of product combinations that customers can use and I don’t want to limit Fin to only using Product A knowledge when a customer may have Product A and Product B. The Content and Sources guidance section in beta only allows tagging individual articles, not a whole help center section. If I go that route, I have to tag 100+ articles per product...not ideal. Any suggestions would be helpful!
Answered
Need Help Guiding Fin to Default to Specific Product Help Centers
Best answer by Joseph S.
Hi,
Right now Fin doesn’t support automatically switching Help Centers based on conversation tags or Salesforce fields.
You can’t make it “choose” a product’s knowledge if a customer has multiple products, Fin only pulls from the Help Center(s) it’s connected to.
Workarounds I saw being used:
-
Separate brands: each product gets its own brand + Help Center, and you route users to the right brand via URL or Messenger setup.
-
Tagging at scale: you can bulk-tag articles using CSV import if you want to scope Fin per product without manually tagging all those articles.
-
Audience targeting: limited to single-product contexts, so it’s not ideal if users have multiple products.
+6Hi,
Right now Fin doesn’t support automatically switching Help Centers based on conversation tags or Salesforce fields.
You can’t make it “choose” a product’s knowledge if a customer has multiple products, Fin only pulls from the Help Center(s) it’s connected to.
Workarounds I saw being used:
-
Separate brands: each product gets its own brand + Help Center, and you route users to the right brand via URL or Messenger setup.
-
Tagging at scale: you can bulk-tag articles using CSV import if you want to scope Fin per product without manually tagging all those articles.
-
Audience targeting: limited to single-product contexts, so it’s not ideal if users have multiple products.
+7
I’ve been able to get pretty creative with guidance and I also wonder if maybe Fin Tasks or the current Fin Custom Actions can help you here as well if you have the info in an outside source like Salesforce then I don’t see why not!
Feel free to DM or find a time on my calendar in my signature below, you have me curious to figure this out :)
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