---
schema_version: "1"
id: be2ab7496176090d697a6f466c74a17161de48a576f50b4a8245d58d6dc47f74
title: Set Up Unified Knowledge
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/knowledge_uk_setup.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.knowledge_uk_setup.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b717d9d1dbbe1225b8b810e53cd29417962c9c916e3fef05cfbf5932fd25f2e6
description: Before you set up Unified Knowledge, plan your implementation and consider its requirements and limitations. Also, set up Lightning Knowledge and any required data categories first.
products:
  - Service Cloud
release: "264"
---
# Set Up Unified Knowledge

Before you set up Unified Knowledge, plan your implementation and consider its requirements and limitations. Also, set up Lightning Knowledge and any required data categories first.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in Lightning Experience. <a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d22269e56">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">To view Knowledge Settings in Setup:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">Knowledge User license</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">To set up and manage Unified Knowledge:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">
              <p>Customize Application </p>
              <p>AND</p>
              <p style="margin-bottom:0;">Manage Salesforce Knowledge</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">To view the Data Categories page:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">View Data Categories in Setup</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">To create, edit, or delete data categories:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d22269e56 ">Manage Data Categories</td>

          </tr>
        </tbody>
      </table>

![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_important.png)

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](https://help.salesforce.com/s/articleView?id=005101356&type=1&language=en_US).

1. From Setup, in the Quick Find box, enter Unified Knowledge, and then select **Unified Knowledge**.
    
    The first time you visit the page, accept the Terms and Conditions to continue, and choose the region in which to store your knowledge data with Zoomin from Salesforce. You can choose from three regions: Asia Pacific (stored in Singapore), Europe (stored in Frankfurt), or America (stored in North Virginia).
2. On the Unified Knowledge page, click **Add a source**.
3. Choose the connector that matches your third-party knowledge source, and click **Next**.
4. Type a Label for the connection, such as Confluence Articles. Type a Developer Name without spaces.
5. Enter the connector-specific fields that appear, which vary depending on the source. For example, enter login credentials, user or API tokens, and any required elements, such as URLs or folders to import third-party knowledge data. See [Zoomin Connector Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_prep_zoomin.htm&type=5&language=en_US) for what each connector and third-party knowledge source requires.
    
    If available on your connector, click **Test Connector** to verify that you correctly entered your third-party source’s credentials. If the test option isn’t available, no validation or error messages inform you whether you correctly entered your third-party source’s credentials or required elements. Double-check that you added all requirements.
6. From **Open Article Behavior**, choose whether article links open for users in Salesforce or the third-party source.
    
    To open articles in the third-party source, add the **ExternalURL** field to Knowledge page layouts, set sharing settings for External Knowledge Connector to Public Read Only in **Sharing Settings** in Setup, and add the connector’s URL to **Trusted URL’s** in Setup so that articles open for console users.
7. In **Content**, enter the connector-specific information needed to import content from the third-party source, such as a space name for Confluence.
8. From **Knowledge Field**, choose the rich text field in Salesforce where imported article content is populated. The entire source article is contained in this field within character limits.
9. From the **Record Type**, choose the record type to apply to imported article content from your third-party source.
10. In **Field and Data Category Mapping**, click **+Add** to map an external label from your third-party source to a corresponding Salesforce data category or Knowledge field. For example, if your third-party source uses a label named Laptops to organize articles about laptops, enter Laptops in **External Label**. Then map it to a similar data category in Salesforce named Laptops or Product/Laptops, depending on how your categories are organized. Note the **Knowledge Field** only supports text fields, picklists, and checkboxes with boolean values. To map additional external labels to data categories or Knowledge fields, click **+Add**.
11. In **Multilingual Support**, click **On** to select languages to support from your third-party source.
    
    Salesforce detects languages from text in the source and maps them to your active languages in Lightning Knowledge. Images and videos aren't supported. After you turn on multilingual support, you can’t turn it off.
    
    If you added a third-party knowledge source before July 1, 2024, you must delete it and add it again to use multilingual support.
12. From Audience, click the Experience Cloud where users can see the knowledge content you import and sync from the third-party source, such as users with Partner, Public (unauthenticated guests), or Customer licenses.
13. Click **Save**.

After you set up a connector for a third-party knowledge source, an article import job begins. The job enters a queue and can take several hours or overnight to complete; timing depends on the number of articles to import and the number of jobs in the queue. Salesforce syncs or imports knowledge content from third-party sources every 1 to 2 hours and every 12 hours for sitemaps. Timing varies based on the source and volume of imported content. You can view the article import queue and statuses from the Unified Knowledge Sources section on the Unified Knowledge page in Setup.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)

Note During the Winter ‘25 upgrade, article links are removed from the Sync History page but reappear after you force sync the connector.

#### See Also

- [Unified Knowledge Imported Content Review](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_review_import.htm&release=264.0.0&type=5 "After you set up Unified Knowledge and import third-party articles, review a set of articles to verify they synced as expected from your source.")
- [Unified Knowledge Preparation](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_preparation.htm&release=264.0.0&type=5 "After you review the Unified Knowledge requirements, considerations, and limitations, plan your implementation. Preparation is necessary for third-party knowledge bases and Salesforce Lightning Knowledge and includes a few high-level steps.")
- [Unify Knowledge from Various Sources](https://help.salesforce.com/s/articleView?id=service.knowledge_uk_about.htm&release=264.0.0&type=5 "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.")