How Knowledge Design is Powering Better Agentforce Experiences

Featured Speakers:

Hirak Vora, VP, Data Science, Salesforce
Zachary Stauber, Senior Director - Agentforce Data & AI - Digital Success, Salesforce

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In the next chapter of our Agentforce on Salesforce Help story, we’re evolving from traditional content management to smarter knowledge design — making it easier for Agentforce to access, understand, and deliver information naturally in conversations.

We started with unstructured content like knowledge articles, product documentation, and release notes. As we added new sources like Slack andSalesforce.com, we expanded our knowledge base. At the same time, we identified opportunities to improve — making it easier for Agentforce to find and deliver the right information by handling lookup questions, filling knowledge gaps, and resolving overlapping content.

In this session, you’ll learn:

• How the Knowledge Cycle helps spot gaps, reduce redundancy, and organize knowledge more intelligently
• How we’re making unstructured content easier for Agentforce to navigate and use in customer conversations
• How Data Cloud connects structured content across systems, making it more accessible and actionable for Agentforce

Join us to hear what’s working, what we’re refining, and how knowledge design is powering the future of service.