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Unify Knowledge from Various Sources

Unify your company’s knowledge from third-party systems such as SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose the unified knowledge base across every support rep and customer search experience, and ground generative AI features for Einstein for Service apps.

Required Editions

Available in Lightning Experience. View supported editions.
Important
Important Unified Knowledge is scheduled for retirement with the Summer ’27 release. You can continue using Unified Knowledge connectors until then, but we recommend transitioning to Salesforce Enterprise Knowledge, powered by Data 360, the replacement feature for Unified Knowledge. Salesforce Enterprise Knowledge offers a robust solution for integrating external data sources with your knowledge base, so you can ground Agentforce with external knowledge to deliver accurate responses. Learn about Unified Knowledge retirement in Help.

Unified Knowledge helps you:

  • Connect various sources of knowledge to generative AI. 
  • Expose your knowledge from third-party systems in one platform.
  • Improve and speed up self-service and search results across locations.
  • Integrate multiple sources of knowledge with a point-and-click configuration.
  • Reduce context-switching and increase productivity with knowledge-grounded generative AI. 
  • Help service reps work faster by lowering the effort to find the right knowledge at the right place and time.

Unified Knowledge works by helping you connect external sources of knowledge to Salesforce. After you choose your sources, Salesforce imports and syncs third-party articles in a read-only format so that you can have a fully integrated knowledge base and search experience in Salesforce.

Lightning Knowledge and third-party knowledge sources appear the same in search results for reports, lookup fields, global search, Knowledge list views, the Knowledge component, and Experience Cloud sites. You can filter search results by a field that stores third-party knowledge to distinguish between Lightning Knowledge and third-party content.

Zoomin from Salesforce offers you this feature. Before you get started, see the Terms and Conditions in Setup. Unified Knowledge is available as a free trial for 90 days. After the trial, you can choose to extend your free trial from your Salesforce account executive. 

See Also