Ask Grok - Admin Overview

How to Set Up Ask Grok for Case Deflection and Internal Answers in Salesforce - Ask Grok Overview

Introduction

Ask Grok is a powerful feature that enables your team to query internal knowledge bases, documentation, and other embedded content directly within Salesforce and Slack. It enhances productivity by providing quick access to information, facilitating case deflection, and supporting internal processes like support questions, agent assistance, deal desk, and much more!

This guide will walk you through the steps to set up Ask Grok in your Salesforce system, including configuring topics and roles, creating embeddings, and integrating the feature with Salesforce and Slack.

Prerequisites

    •    Administrative access to Salesforce Setup.

    •    Centro app installed in Salesforce and Slack.

    •    Necessary permissions to create picklist values, roles, and embeddings.

Steps to Set Up Ask Grok

1. Understand Embeddings and Topics

Embeddings are pieces of content that you want your team to access through Ask Grok. This content can include:

    •    Internal documentation

    •    Sales processes

    •    Customer support articles

    •    Content from Salesforce Knowledge, Confluence, SharePoint, Google Drive, etc.

Topics help categorize embeddings and control access based on user roles or departments.

2. Set Up Topics in Salesforce

    1.    Navigate to Salesforce Setup
           • Click on the gear icon and select Setup.

    2.    Access Picklist Value Sets:

            •    In the Quick Find box, type Picklist and select Picklist Value Sets.

    3.    Edit Ask Grok Topic Names:

           •    Find and select Ask Grok Topic Name.

           •    Click Edit to add new topics or departments.

           •    Example: Add topics like Sales, Engineering, Support, etc.

3. Configure Ask Grok Roles

    1.    Open the Ask Grok App:

           •    Navigate to the Ask Grok app within Salesforce.

    2.    Create a New Role:

           •    Click on Ask Grok Roles.

           •    Click New to create a role (e.g., North America Sales).

    3.    Assign Topics to the Role:

           •    Edit the role and select the relevant topics from the Available Topics list.

           •    Move selected topics to the Selected Topics list.

           •    Example: Assign the Sales topic to the North America Sales role.

    4.    Add Users to the Role:

            •    In the role detail page, navigate to the Users related list.

            •    Click New to add users.

            •    Note: You can add both Salesforce users and Slack users.

            •    Example: Add team members who need access to the Sales embeddings.

4. Create and Activate Embeddings

    1.    Navigate to Embeddings:

           •    In the Ask Grok app, go to the Embeddings tab.

    2.    Create a New Embedding:

           •    Click New to create an embedding.

           •    Fill in the following details:

           •    Title: (e.g., Sales Quote Process)

           •    URL (Optional): Provide a link to the full document or resource.

           •    Topic Access: Select the topic(s) relevant to the embedding (e.g., Sales).

           •    Content: Paste or type the content to be embedded.

    3.    Activate the Embedding:

           •    After saving, edit the embedding record.

           •    Set the Active status to True.

           •    Save the changes.

           •    Note: Activation triggers the embedding process, making it available for queries.

5. Integrate Ask Grok with Salesforce Objects

    1.    Edit Page Layouts:

           •    Navigate to the object where you want to add Ask Grok (e.g., Opportunity).

           •    Click Edit Page to customize the Lightning page layout.

    2.    Add the Ask Grok Prompt Component:

           •    In the Lightning App Builder, find the Centro Ask Grok Prompt component.

           •    Drag and drop it onto the desired section of the page.

    3.    Configure the Component:

           •    Select the component to view its properties.

           •    Enable Grok Roles to assign access based on user roles dynamically.

           •    Optionally, specify a default Topic Name if not using roles.

    4.    Save and Activate the Page:

           •    Click Save and then Back to return to the record view.

    5.    Test the Integration:

           •    Navigate to a record (e.g., an Opportunity).

           •    Use the Ask Grok prompt to ask a question related to the embeddings.

           •    Example Query: “When should I clone a quote?”

           •    Verify that the response is accurate and includes a source link if provided.

6. Integrate Ask Grok with Slack

    1.    Configure Form Setup in Centro App:

          •    In Salesforce, navigate to the Centro app.

          •    Go to Form Setup.

    2.    Enable Case Deflection with Grok AI:

           •    Select the form tied to your Slack channel (e.g., Create Case).

           •    Enable the option Deflect Questions with Grok AI.

           •    Configure additional settings as needed (e.g., feedback options).

    3.    Test the Slack Integration:

            •    In Slack, go to the channel where the Centro app is installed.

            •    Ask a question that relates to the embeddings.

            •    Use the message shortcut (e.g., Create Case) if configured.

            •    Verify that Ask Grok provides an accurate answer with a source link.

            •    Example Query: “When should I clone a quote?”

Conclusion

By setting up Ask Grok, your team can efficiently access important information directly within Salesforce and Slack. This integration helps in deflecting cases by providing immediate answers, thus saving time and improving productivity.