Need Help Guiding Fin to Default to Specific Product Help Centers

Question

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!

Joseph S. · Accepted Answer

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.

Nathan Sudds · Answer

​@Janet Letton Interesting challenge, I do believe this is achievable but it might take a little creativity - I’d love to jump on a call and see the issue more clearly from your perspective and see if I can suggest something that might work.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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