{"id":77232,"date":"2024-05-06T04:50:00","date_gmt":"2024-05-06T11:50:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=77232"},"modified":"2024-09-16T14:31:43","modified_gmt":"2024-09-16T21:31:43","slug":"unified-knowledge-news","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/unified-knowledge-news\/","title":{"rendered":"Salesforce Announces Unified Knowledge, Helping Service Organizations Use Third-Party Data to Power Generative AI and Self-Service Experiences"},"content":{"rendered":"\n<p>Salesforce today announced Unified Knowledge, a new solution that integrates organizational knowledge resources from disparate third-party systems into Salesforce, helping service agents be more efficient and resolve customer cases faster. Coupled with customer data in <a href=\"https:\/\/www.salesforce.com\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Data Cloud<\/a>, this aggregated knowledge helps produce accurate, relevant generative AI content for service agents to deliver faster, more personalized customer experiences.<\/p>\n\n\n\n<p><strong>Why it matters:<\/strong> <a href=\"https:\/\/www.salesforce.com\/resources\/articles\/state-of-service-inside-customer-service-trends\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Seventy-nine percent<\/a> of service organizations are investing in AI to support their agents. But <a href=\"https:\/\/www.accenture.com\/content\/dam\/accenture\/final\/a-com-migration\/thought-leadership-assets\/accenture-built-to-scale-pdf-report.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">76%<\/a> of executives struggle to scale AI effectively, largely because of <a href=\"https:\/\/www.salesforce.com\/eu\/blog\/data-silos-and-customer-needs-south-africa\/\" target=\"_blank\" rel=\"noreferrer noopener\">disconnected systems and siloed data<\/a>.&nbsp;<\/p>\n\n\n\n<p><strong>Go deeper:<\/strong> Built on the <a href=\"https:\/\/www.salesforce.com\/products\/secure-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein Trust Layer<\/a>, <a href=\"https:\/\/www.salesforce.com\/products\/ai-for-customer-service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein for Service<\/a> uses AI to improve service team productivity and customer experience. Historically, these outputs have been powered by the unstructured and structured customer data on Data Cloud.&nbsp;<\/p>\n\n\n\n<p>With Unified Knowledge, these AI models are further informed by Salesforce knowledge articles and resources from third-party sources such as SharePoint, Confluence, Google Drive, and company websites. This comprehensive data foundation grounds Einstein for Service and its generative AI capabilities to provide the right answers at the right time to agents and AI assistants.&nbsp;<\/p>\n\n\n\n<p>Built through a strategic partnership with <a href=\"https:\/\/www.zoominsoftware.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Zoomin<\/a>, Unified Knowledge amplifies capabilities such as:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Knowledge Answers in Bots:<\/strong> Automatically generate answers to customer inquiries within a bot, based on a company\u2019s complete internal and external knowledge base. Retail customers, for example, can use bots to access knowledge and generate answers to questions that require information from third-party sources, such as clothing care instructions that come from a manufacturer.<\/li>\n\n\n\n<li><strong>Einstein Copilot for Mobile Workers: <\/strong>With Einstein Copilot and Unified Knowledge, mobile workers can ask a question and get an instant response, sourced from the full slate of a company&#8217;s organizational knowledge. For instance, if a technician is having trouble installing a dishwasher, they can chat with Copilot to troubleshoot the issue in real time.<\/li>\n\n\n\n<li><strong>Search Answers:<\/strong> Generate answers to both agent and customer questions grounded in a company\u2019s trusted knowledge base and surfaced directly within a customer portal or agent console. With this capability, a banking customer can search for and receive step-by-step instructions, sourced from multiple knowledge articles, to resolve issues such as canceling a credit card or requesting a credit increase without any agent assistance.<\/li>\n<\/ul>\n\n\n\n<p>In addition to Service Cloud, Unified Knowledge can also collect and integrate information into Salesforce Field Service, Sales Cloud, Health Cloud, and Financial Services Cloud.&nbsp;<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92511\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/03\/formula-1-agentforce-to-grow-fan-connection\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1024\" class=\"content-card__image\" alt=\"View of the F1 tech director on a mobile phone.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png 2996w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1536&amp;h=863 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=2048&amp;h=1151 2048w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1218&amp;h=685 1218w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/03\/formula-1-agentforce-to-grow-fan-connection\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tFormula 1 and Salesforce Deepen Partnership, Expanding Agentforce to Grow Fan Connection Worldwide\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92459\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/02\/26\/agentforce-it-service-selected-for-itsm\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=1024\" class=\"content-card__image\" alt=\"Salesforce Targets ITSM: 180 Organizations Adopt Agentforce IT Service\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/02\/26\/agentforce-it-service-selected-for-itsm\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce Targets the ITSM Status Quo: 180 Organizations Replace Legacy Support Tools with Agentforce IT Service\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t4 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/77232\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p><strong>Salesforce perspective: <\/strong>\u201cIn service, more knowledge and more context translates to better answers for agents and customers. Agents and self-serve customers already have the benefit of a full customer profile from the information in Data Cloud. Now, with Unified Knowledge, they also have access to all external organizational data \u2013 creating a truly comprehensive foundation to fuel both the successful adoption of generative AI as well as the delivery of faster, more meaningful customer experiences.\u201d \u2013 Kishan Chetan, EVP and GM, Service Cloud<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Now, with Unified Knowledge, they also have access to all external organizational data \u2013 creating a truly comprehensive foundation to fuel both the successful adoption of generative AI as well as the delivery of faster, more meaningful customer experiences.<\/p>\n<cite>Kishan Chetan, EVP and GM, Service Cloud<\/cite><\/blockquote>\n\n\n\n<p><strong>Reaction to the news: <\/strong>\u201cUnified Knowledge is helping us deliver proactive, predictive, and preventative service to our customers. We have over 500 agents who are educating our customers on different aspects of our products. Now, all of our resources and data points can be unified through the same system, quickly, so our agents can provide solutions faster. Every agent can deliver consistent and repeatable service to improve customer engagement and increase organizational productivity.\u201d \u2013 Dharam Rai, VP, Global Customer Success &amp; Experience, Sonos<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-availability\"><strong>Availability:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Unified Knowledge is available for free today in open beta for Salesforce customers with Service Cloud Unlimited Edition, Einstein 1 Service Edition, or the Knowledge Add-On.<\/li>\n\n\n\n<li>Knowledge Answers in Bots will be generally available in June 2024; Einstein Copilot for Mobile Workers and Search Answers are generally available today.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-learn-more\"><strong>Learn more:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tune into the <a href=\"https:\/\/www.salesforce.com\/plus\/experience\/smarter_service_starts_with_knowledge\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Smarter Service Starts With Knowledge event<\/a> on Salesforce+ on May 7, 2024 at 10:30 a.m. PT or watch on-demand<\/li>\n\n\n\n<li>Learn how to increase productivity with <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a><\/li>\n<\/ul>\n\n\n\n<p><em>Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce today announced Unified Knowledge, a new solution that integrates organizational knowledge resources from disparate third-party systems into Salesforce, helping service agents be more efficient and resolve customer cases faster. Coupled with customer data in Salesforce Data Cloud, this aggregated knowledge helps produce accurate, relevant generative AI content for service agents to deliver faster, more [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":77236,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1727],"sf_theme":[1912],"sf_topic":[1737,2798],"sf_product":[1772,2363],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[13879],"sf_visibility":[],"coauthors":[],"class_list":["post-77232","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-news-announcements-product","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-data","sf_product-agentforce-service","sf_product-customer-360","sf_location-global","sf_collection-connections-2024"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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