Universal Containers (UC) is using standard Service AI Grounding. UC created a custom rich text field to be used with Service AI Grounding. What…

Standard (out-of-the-box) Service AI Grounding can ingest only plain text values. At present the feature supports the Salesforce field types Text and Text Area. Long Text Area, HTML Area and Rich Text Area fields aren’t accepted and are ignored during grounding. Because UC’s new field is Rich Text, they must either convert it to a supported type or exclude it from grounding.

A. Standard grounding is limited to Case and Knowledge objects, but this doesn’t address the issue raised (the custom field’s type).

C. Grounding runs with the current user’s sharing/FLS; it isn’t executed in unrestricted system mode.

1. Salesforce Help

“Configure Standard Grounding for Einstein Service Replies

” Considerations > Supported Field Types: “Only Text and Text Area fields are supported. Rich Text Area

Long Text Area

and HTML Area fields are not supported.” (Help ID: einsteinservicerepliesgrounding.htm

accessed 2024-05-22).

2. Salesforce Winter ’24 Release Notes

Einstein for Service – “Standard Grounding” section

p. 453: “Grounding currently accepts values in Text and Text Area fields only; rich-text variants are not supported.”

3. Salesforce Help

“Einstein for Service Permissions and Data Access

” Section “Security” para 3: “Einstein runs with the invoking user’s field-level security and sharing rules.”