Knowledge

Organize articles hierarchically with Knowledge Maps for easier navigation. Create knowledge articles efficiently with the enhanced Lightning Article Editor. Unified Knowledge retires in Summer ’26, so migrate to Data 360 connectors.

• 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.
• Organize Articles and Improve Navigation with Knowledge Maps (Generally Available)
  Organize your knowledge articles into a hierarchical structure to make it easier for users to find and navigate content. This feature helps to keep your knowledge base ‌consistent and well-structured, enhancing user experience and efficiency. This feature, which is now generally available, includes some changes since the pilot release.
• Get More Done in the Lightning Article Editor
  Write knowledge articles more efficiently with the improved "What You See Is What You Get" (WYSIWYG) Lightning Article Editor, which shows exactly how your content appears in real time. Take advantage of its streamlined features to create top-notch content.
• Unified Knowledge Is Being Retired
  Unified Knowledge is scheduled for retirement in Summer ’26. You can continue using it until then, but we recommend migrating to Data 360 connectors to ingest your external knowledge into Salesforce, helping Agentforce deliver accurate responses. Data 360 connectors offer many of the features that you love from Unified Knowledge, plus improved file size handling, enhanced innovation, and better data storage and pipeline capabilities. Currently, they support Agentforce grounding, and more functionalities will be added before the expected deprecation.
• Identify and Address Gaps in Your Knowledge Base with Self Learning Knowledge (Generally Available)
  Self Learning Knowledge gathers and analyzes detailed customer data from channels like surveys, voice, chat, and cases to learn about customer behavior and preferences. Self Learning Knowledge uses the information in past cases and conversations to help your support team decide where to update or add information.