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    Salesforce delivers Unified Knowledge to service agents

    Salesforce delivers Unified Knowledge to service agents

    Salesforce announced a new source of intelligence for service agents, Unified Knowledge. The solution aggregates information from third-party sources and makes it available in Salesforce, complementing the customer data in Data Cloud.

    Within Salesforce Service Cloud, Einstein for Service uses AI to deliver timely information to service agents dealing with customer queries. Thus far, this information has been informed by data in Data Cloud. Unified Knowledge adds data from sources like SharePoint, Confluence, Google Drive and brand websites.

    Although Service Cloud is a primary use case, Unified Knowledge will also be able to integrate with Salesforce Field Service, Sales Cloud, Health Cloud and Financial Services Cloud. It was developed through a partnership with Zoomin Software.

    Why we care. It’s complicated, isn’t it? It’s not immediately clear why Salesforce is creating a data channel to run separate from Data Cloud rather than making the information available within Data Cloud itself. But to the extent Unified Knowledge expands the information available to the service agent it might indeed support better service.

    It’s genAI, of course. The experience of using Unified Knowledge will essentially be a generative AI experience. Features include:

    • Knowledge Answers. Answers can be generated in chatbots based on a holistic view of information available to a brand. “Retail customers, for example, can use bots to access knowledge and generate answers to questions that require information from third-party sources, such as clothing care instructions that come from a manufacturer,” Salesforce said in a release.
    • Search Answers. Answers generated in response to queries, either from agents or customers.
    • Einstein Copilot for Mobile Workers. Non-office-based workers will be able to have conversations with Einstein Copilot, again based on an expanded information set.

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    The post Salesforce delivers Unified Knowledge to service agents appeared first on MarTech.

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