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Elevate Your Knowledge Experience with Salesforce Enterprise Knowledge (Generally Available)

Elevate Your Knowledge Experience with Salesforce Enterprise Knowledge (Generally Available)

Unify all your organizational knowledge and modernize your knowledge experience with Salesforce Enterprise Knowledge powered by Data 360. With Enterprise Knowledge, you can integrate native Salesforce knowledge with external knowledge ingested through Data 360 to create a comprehensive knowledge base. By leveraging Data 360’s unified data and search infrastructure, it enhances Service Cloud’s knowledge management capabilities, providing a streamlined experience for users to find, ground, and engage with knowledge. This feature, which is now generally available, includes some changes since the Beta release.

Where: This change applies to Lightning Experience in all editions.

Why: Many companies have their organizational knowledge scattered across multiple systems, which hampers the ability to surface the right information and ultimately reduces the accuracy of generative AI answers. Enterprise Knowledge solves this challenge by unifying all your knowledge, breaking down data silos, and enhancing the experience for both service reps and customers.

These are some of the key benefits:

  • Unify Your Knowledge Base: Integrate knowledge from diverse external systems with native Salesforce Knowledge to create one comprehensive source.
  • Streamline the Search Experience: Provide a consistent search experience across all internal and external knowledge sources, maximizing rep productivity.
  • Ensure Consistent Content Rendering: Render all articles in a clean, consistent format, regardless of origin, making every piece of content easy to read and use.
  • Improve Service Efficiency: Empower service reps to deliver faster, more accurate support and help customers find answers independently through self-service channels.

How: From Setup, in the Quick Find box, enter Enhanced Knowledge Settings, and then select Enhanced Knowledge Settings. The Set Up Enterprise Knowledge section guides you through all the steps required to set up Enterprise Knowledge.

See Also