How do i get billed for using Salesforce Knowledge with Amazon Connect

Question

Hello, 
I am following the https://aws.amazon.com/blogs/contact-center/integrate-salesforce-knowledgebase-with-amazon-connect-wisdom/ blog to surface Salesforce Knowledge with in AWS Connect via wisdom. I have following questions:

1. How do i get billed for using Salesforce knowledge? 
2. What type of APIs limits i should be considering while deploying this solution? 
3. A knowledge article may contain link to each other or may have contextual information or different views based on the type of call, How can Wisdom bring such information with in Amazon connect workspace?

Thanks for your help in advance.

Answer

If this is purely using the Wisdom SF KB integration.  You are not accessing the Connect public API so there is no limit on AWS side to worry about.

From SF API limit perspective, the default frequency to ask SF is hourly, you can change this to every 3 hrs or daily.   So take this into consider for your SF API limit licensing
https://docs.aws.amazon.com/connect/latest/adminguide/enable-wisdom.html

The Wisdom API limit mentioned in the blog is if you ingest html or other supported docs via API.

Answer

1. The wisdom pricing is based on the number of contacts for which this functionality is used. With Amazon Connect Wisdom, you are billed $0.04 per contact (e.g., call) in which Wisdom is enabled. A contact is enabled with Wisdom whenever a Wisdom flow block is executed in the contact flow. There is no cost associated to the ingestion of the Salesforce data into Wisdom
2. You can find the service quotas for Wisdom here: https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html#wisdom-quotas
3. Please let me try this scenario, and I will get back with the description of the behavior. Can you provide more information on where the links are redirecting? Is there additional authentication required?

Answer

Hello,

1. How do I get billed for using Salesforce knowledge?
=> Wisdom usage – per contact	$0.04

With Amazon Connect Wisdom, you are billed $0.04 per contact (e.g., call) in which Wisdom is enabled. A contact is enabled with Wisdom whenever a Wisdom flow block is executed in the contact flow.
Pricing example
Let's assume you have 10,000 contacts in which Wisdom is enabled in a month.

Total charge calculation:
Total monthly units = 10,000 contacts with Wisdom
Total monthly cost = 10,000 contacts * $0.04 = $400

For more information, please refer to the below link:

[+] https://aws.amazon.com/connect/pricing/

2. You can find the service quotas for Wisdom here:

[+] https://docs.aws.amazon.com/connect/latest/adminguide/amazon-connect-service-limits.html#wisdom-quotas

3. I assume you mean links between salesforce knowledge documents. Kindly allow me to share that at the moment these links are not well supported in the connect agent app, but if you are using the CTI adapter [+] I believe you can open the knowledge documents in salesforce.

[+] https://docs.aws.amazon.com/connect/latest/adminguide/salesforce-integration.html

How do i get billed for using Salesforce Knowledge with Amazon Connect

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