Action
Answer Questions with Knowledge
Download .mdAnswers questions about company policies and procedures, troubleshooting steps, or product information.
Reusable. Used by 6 of the 12 Fan_Agent topics.
Identity
| Field | Value |
|---|---|
| Master label | Answer Questions with Knowledge |
| Local developer name | AnswerQuestionsWithKnowledge |
| Source template | EmployeeCopilot__AnswerQuestionsWithKnowledge |
| Invocation target | streamKnowledgeSearch |
| Invocation target type | standardInvocableAction |
| Confirmation required | false |
| Show in progress indicator | true |
| Progress message | Getting answers |
Purpose
Answers questions about company policies and procedures, troubleshooting steps, or product information.
Examples:
- "What is your return policy?"
- "How do I fix an issue?"
- "What features does a product have?"
The action streams a RAG response generated from Salesforce Knowledge articles and returns the summary plus citation sources.
Used by
- AccountManagement —
AnswerQuestionsWithKnowledge_179KY0000000OtV - CaseManagement —
AnswerQuestionsWithKnowledge_179KY0000000OtT - OrderInquiries —
AnswerQuestionsWithKnowledge_179KY0000000OtL - DeliveryIssues —
AnswerQuestionsWithKnowledge_179KY0000000OtR - ReservationManagement —
AnswerQuestionsWithKnowledge_179KY0000000OtN - GeneralFAQ —
AnswerQuestionsWithKnowledge_179KY0000000OtP
Inputs
| Name | Type | Required | User input | PII | Description |
|---|---|---|---|---|---|
query | text | Yes | Yes | No | A string created by generative AI to be used in the knowledge article search. |
citationsUrl | text (const "") | No | Yes | No | The URL to use for citations for custom Agents. Always empty in this bundle. |
ragFeatureConfigId | text (const "") | No | Yes | No | The RAG Feature ID to use for grounding this copilot action invocation. Always empty in this bundle. |
citationsEnabled | boolean (const false) | No | Yes | No | Whether or not citations are enabled. Always false in this bundle. |
Outputs
| Name | Type | Displayable | Used by planner | Description |
|---|---|---|---|---|
knowledgeSummary | richText (max 100000) | Yes | Yes (useHydratedPrompt = true) | Rich-text summary of the information retrieved from the knowledge articles, with inline citations to those articles. |
citationSources | @apexClassType/AiCopilot__GenAiCitationInput | No | Yes | Source links for the chunks in the hydrated prompt that's used by the planner service. |
Dependencies
- Salesforce Knowledge enabled in the org.
- A knowledge index covering the topics the agent must answer (orders, deliveries, account, FAQ, etc.).
Reuse notes
This action is the canonical "ask a knowledge-base question" tool — drop it into any new topic that needs RAG. Same input/output shape regardless of topic.
Used in 1 agent
Used by (6 subagents)
Account Management
Handles customer inquiries about changing their contact information and resetting their password.
Case Management
Handles customer inquiries and actions related to support cases, including providing case information, updating existing cases, and creating new cases.
Order Inquiries
Handles questions related to a user's order, order status, or order updates.
Delivery Issues
Addresses customer concerns related to delivery problems with an order, including late deliveries or scheduling changes.
Reservation Management
Handles requests to create new reservations for customers at their desired time slots.
General FAQ
This topic is for helping answer customer's questions by searching through the knowledge articles and providing information from those articles. The questions can be about the company and its products, policies or business procedures.