IT service reps can find and link knowledge from external systems directly to incidents by using Enterprise Knowledge, powered by Data 360. Create a comprehensive knowledge base for your IT service desk by using both Salesforce native and external knowledge. View these associations in a related list on the Incident record to minimize context switching and help resolve IT issues with greater accuracy. To further accelerate resolution, the app automatically surfaces suggested articles based on the incident details.
Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions.
Why: Information scattered across different platforms forces reps to switch contexts and search through fragmented data. Help your organization break down data silos by consolidating all relevant information into a single, accessible view. Surfacing both linked and suggested content makes sure that every rep has the best available information at their fingertips, leading to more consistent support outcomes. A unified knowledge base also increases the likelihood of your employees finding answers independently through self-service channels.
How: To turn on Enterprise Knowledge for Agentforce IT Service, select Salesforce Go from the gear menu or from the main Setup menu. Then search for Enterprise Knowledge for IT Service.