Use Salesforce Enterprise Knowledge, powered by Data 360, to unify all your
organizational knowledge and modernize your knowledge experience. With Enterprise Knowledge, you
can integrate native Salesforce knowledge with external knowledge ingested through Data 360 to
create a comprehensive knowledge base. Enterprise Knowledge enhances the Service Cloud knowledge
management capabilities, providing a streamlined experience for users to find, ground, and
engage with knowledge.
Required Editions
Enterprise Knowledge offers advanced features to enhance service efficiency and improve the
overall user experience.
- Unified Knowledge Base
- Integrates knowledge from diverse external systems with native Salesforce Knowledge,
creating one comprehensive source.
- Streamlined Search Experience
- Provides a single, consistent search experience across all knowledge sources, both
internal and external.
- AI-Generated Answers
- Surfaces AI-generated answers from your Enterprise Knowledge articles directly inside the
Enterprise Knowledge component, helping service reps resolve cases faster without manual
search.
- Search Suggestions
- Shows matching articles and previous search terms as service reps type in the Enterprise
Knowledge component.
- Consistent Content Rendering
- Renders all articles in a clean, consistent format, regardless of origin, making every
piece of content easy to read and use.
- Improved Service Efficiency
- Empowers service reps to deliver faster, more accurate support and helps customers find
answers independently through self-service channels.
