Customers rarely raise exactly one issue per case. Winter '27 teaches Agentforce Article Recommendations for Cases to handle that reality.
Where
Setup, under Einstein Article Recommendations for Cases: turn on Enable Multi-Intent Detection. Requires Data Cloud provisioned, Agentforce Article Recommendations for Cases enabled, the Get Recommendations on Cases flow (the generative AI recommendations flow is not supported), and possibly activation by Salesforce before the setting appears.
How
Instead of building one search off the whole case, where the dominant topic drowns out the rest, the feature identifies up to three distinct intents, runs a targeted search for each, and merges the results into a single ranked article list.
Why
Single-topic search meant secondary issues went unanswered, driving follow-up contacts. Multi-intent retrieval surfaces relevant articles for everything the customer actually asked.