Salesforce Announces Unified Knowledge for Enhanced Customer Service

Salesforce introduced Unified Knowledge, a cutting-edge solution designed to unify organizational knowledge from various third-party systems and deliver it seamlessly to service agents within Salesforce. 

With this integration, agents can access more accurate, relevant generative AI content, helping them resolve customer issues efficiently while providing a tailored, personalized experience. Unified Knowledge aggregates knowledge from Salesforce Data Cloud, harnessing the power of AI to enhance the agent and customer experience.

The Growing Demand for AI in Service Organizations

Today, 79% of service organizations are investing in AI to empower their agents. However, 76% of executives find it challenging to scale AI effectively due to the persistent issues of disconnected systems and data silos. 

Unified Knowledge tackles this issue head-on by consolidating both structured and unstructured data from third-party platforms such as SharePoint, Confluence, and Google Drive. This unified data foundation provides Einstein for Service with the context necessary to deliver precise answers through its generative AI models.

Built on the Reliable Einstein Trust Layer

Unified Knowledge is built on the Einstein Trust Layer, an architecture that leverages AI to bolster team productivity and customer experience. By grounding AI models in Salesforce’s comprehensive knowledge base, agents and AI assistants can confidently provide accurate information at the right moment.

Key Features of Unified Knowledge

1. Knowledge Answers in Bots: Bots can now automatically generate responses to customer inquiries by utilizing the company’s complete internal and external knowledge base. For instance, retail customers can use bots to get accurate answers to questions that require data from third-party sources, such as product care instructions.
2. Einstein Copilot for Mobile Workers: Mobile workers can consult Einstein Copilot to receive real-time answers to technical questions by tapping into the full breadth of the company’s knowledge. If a field technician encounters installation issues, they can rely on Copilot for immediate troubleshooting.
3. Search Answers: Generate answers to customer and agent inquiries directly in the customer portal or agent console, leveraging a trusted company knowledge base. For example, banking customers can find comprehensive instructions for canceling a credit card or requesting a credit increase without needing agent assistance.

Also Read – Latest Salesforce News and Updates 2024

Seamless Integration Across Salesforce Products

In addition to enhancing Service Cloud, Unified Knowledge seamlessly integrates into Salesforce Field Service, Sales Cloud, Health Cloud, and Financial Services Cloud, providing a holistic approach to organizational knowledge.

Availability and Future Roadmap

Salesforce Unified Knowledge is available in open beta for Salesforce customers with Service Cloud Unlimited Edition, Einstein 1 Service Edition, or the Knowledge Add-On. Knowledge Answers in Bots will be generally available in June 2024, while Einstein Copilot for Mobile Workers and Search Answers are currently available.

For more detailed information, visit the official site news:   Salesforce Announces Unified Knowledge

End Note

Salesforce Unified Knowledge empowers service organizations to harness the full potential of AI by unifying their data sources and delivering timely, accurate information to agents and customers alike. By eliminating data silos and enabling seamless collaboration, Unified Knowledge marks a new era in personalized, proactive customer service.

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