Exercise 2: Ground a Prompt with Einstein Search

In this exercise, you’ll create and activate a Flex template in Prompt Builder that uses Einstein Search (RAG) to answer Pronto support questions grounded in the Pronto PDFs you ingested.

You’ll configure the template to retrieve relevant chunks using the Pronto Customer Support Retriever, then test and activate it.

Step 1: Create the Flex template

1. In Setup, search for Prompt Builder, and select Prompt Builder.

2. Click the New Prompt Template button.

3. Configure the template as follows:

   Parameter	Value
   Prompt Template Type	Flex
   Prompt Template Name	Answer Pronto Support Questions
   API Name	Keep default
   Template Description	Answer customer questions using Pronto support policies, FAQs, and terms (RAG).
   Resource Name	Question
   API Name	question
   Object	Free Text

   Use the screenshot below to make sure that you entered the values correctly.

   

4. Click Next.

5. Paste the following text in the Prompt Template Workspace:

   Your task is to provide clear and helpful answers to customer inquiries about Pronto's support policies, FAQs, and terms.
   
   Here's the customer's question:
   QUESTION_QUERY
   
   Please use the following information to help you answer the question:
   SEARCH_RESULTS
   
   Remember to tailor your response to the specific question, focusing on the relevant details from the retrieved content.
   
   Your tone should be friendly and informative, as if you were speaking directly to a Pronto customer.

6. Replace the placeholders with the corresponding merge fields (click the Resource search box to access merge fields):

   Placeholder	Merge field
   QUESTION_QUERY	Free Text > Question
   SEARCH_RESULTS	Einstein Search > Select the Search Index Configuration that starts with ADL_ > Pronto Customer Support Retriever

7. In the Configuration sidebar, configure the Pronto Customer Support Retriever as follows:

   Field	Value
   Search Text	Free Text > Question
   Output Fields	Chunk
   Number of Results	6

   Use the screenshot below to make sure that you entered the values correctly.

   

Step 2: Try it out

1. In the Preview panel, click Test Inputs.

2. Enter the following text into the Question field:

   What is Pronto’s refund policy for a late delivery?

3. Click Preview.

   

   • In the Resolved Prompt panel, examine the prompt that was generated. The JSON structure represents the weighted responses from Einstein Search.
   • In the Generated Response panel, examine the response the LLM generated.

4. Enter another prompt in the Input field:

   Do Pronto gift certificates expire or have restrictions?

5. Click Preview.

6. Click Activate.

   TIP

   If you don’t see Active status right away, refresh the page.

This prompt template is now active and can be used from Apex, Flow, or within an agent.

Summary

In this exercise, you created and activated a Flex template grounded with Einstein Search so it can answer Pronto support questions using retrieved content from your Pronto PDFs.