Set up Enterprise Knowledge by using the guided setup on the Enhanced Knowledge Settings page in Setup.
Required Editions
| Available in Lightning Experience. View supported editions. |
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.
Step 1: Configure Agentforce Coworker
To enable AI agents to search across your unified internal and external data and summarize information through natural language queries, click Configure Coworker. For instructions, see Turn On Agentforce Coworker.
Step 2: Enable Enterprise Knowledge
Turn on Enterprise Knowledge.
Step 3: Set Up Data 360 Connectors and Data Streams
Set up Data 360 Connectors, data streams, harmonization layouts, Data Lake Objects (DLOs), and Unstructured Data Lake Objects (UDLOs). For instructions, see Content and Knowledge Harmonization.
To secure and manage your data and content, you can use Data Governance in Data 360. Learn more in Data Governance in Data Cloud.
Step 4: Set Up Search Index and Query Configuration
To make your content searchable and to show the most relevant information in the search results, configure the search index and query configuration. See Configure Search Settings to Optimize Your Search Results.
Step 5: Add Enterprise Knowledge Component and Related Lists to Lightning Record Pages
Go to the Lightning App Builder to add the Enterprise Knowledge Component and the Enterprise Knowledge Articles Related List to your Lightning Record page. See Add the Enterprise Knowledge Component to Your Lightning Record Page.
Add Related lists to your Lightning Record page layout. See Add Related Lists to Your Lightning Record Page.
Step 6: Show Agentforce Answers in Enterprise Knowledge Component
To show AI-generated answers from your knowledge articles inside the Enterprise Knowledge component, turn on Show Agentforce Answers in Enterprise Knowledge Component. Service reps see suggested answers and the source articles in the component, which helps them resolve cases faster. See Turn On Agentforce Answers for Enterprise Knowledge.
- Turn On Agentforce Coworker
Turning on Agentforce Coworker is largely done automatically for you. The steps can take a little while to process. If you missed any pre-enablement steps, there's a warning on the Setup page with instructions for completing the steps, and you can't activate Agentforce Coworker until you complete them. - Configure Search Settings to Optimize Your Search Results
To improve search results, make your Harmonized Data Model Objects (HDMOs) and Harmonized Unstructured Data Model Objects (HUDMOs) searchable. Then, customize the search query settings to define which fields and content from your data sources are relevant to your knowledge base and search results. - Add the Enterprise Knowledge Component to Your Lightning Record Page
The Enterprise Knowledge component offers a streamlined search, sourcing information from both Salesforce Knowledge and external harmonized content in Data 360. - Add Related Lists to Your Lightning Record Page
You can add the Enterprise Knowledge Articles related list to show external harmonized content from Data 360 attached to records and the Standard Knowledge Articles related list (formerly Articles related list) to show native Salesforce knowledge articles attached to records. - Turn On Agentforce Answers for Enterprise Knowledge
Help your service reps resolve cases faster with AI-generated answers surfaced from your Enterprise Knowledge articles, directly inside the Enterprise Knowledge component.