How do you integrate the Salesforce Knowledge Base with Agentforce?

Agentforce integrates with Salesforce Knowledge through Einstein Search for Agents. Configuration:

1. Enable Einstein Search: Ensure Einstein Search is enabled in the org and Knowledge is set up with published articles.
2. Knowledge Retrieval Action: Add a Knowledge action to the relevant Topic in Agent Builder. Specify which Knowledge article types and data categories are in scope.
3. Semantic ranking: Einstein Search uses vector-based semantic search (not just keyword matching) to surface articles whose meaning matches the user's query, even without exact keyword overlap.
4. Article ranking signals: Articles are ranked by semantic relevance, view count, and rating. Ensure articles are well-written, up-to-date, and tagged with accurate data categories for optimal retrieval.
5. Grounding: Retrieved article content is injected into the agent's context window as grounding — the agent cites and summarises article content rather than hallucinating answers.
6. Escalation: Configure the agent to escalate to a human when no relevant article is found or when confidence is below a threshold, preventing unhelpful generic responses.