The future of generative AI starts with
Unified Knowledge

Unify all your organizational knowledge from third-party systems like SharePoint, Confluence, Google Drive, and websites within Salesforce.

Meet Unified Knowledge

In most companies, organizational knowledge is fragmented - scattered across multiple systems and repositories. With fragmented organizational knowledge, service agent efficiency suffers because they’re constantly context switching, navigating from one knowledge repository to another. Fragmented organizational knowledge also hampers your ability to surface the right knowledge inside self-service sites.

Having all that organizational knowledge unified inside of Salesforce doesn’t only solve all of these challenges, but is also a game changer for your ability to effectively adopt the latest predictive and generative Einstein AI capabilities. With Einstein being grounded in more of your organizational knowledge, you can now enjoy improved AI coverage and accuracy and ensure robust generative AI content.

How it works

Seamlessly unify & surface all your organizational knowledge 

1%

productivity loss due to context switching

1%

of  support cases deflected with self-service documentation
Salseforce announcement

How Unified Knowledge Fuels Generative AI To Improve Customer Service

Search across all your knowledge

Unified results ranking across all your knowledge in Global Search and Knowledge Sidebar

Well-Rounded Einstein article recommendations

Get relevant article recommendations from all your knowledge sources

Global attachments

Attach any external knowledge article to a record from wherever they surface

Generative Search Answers 

Help customers and agents self-serve faster with generated answers grounded in your trusted knowledge base

Generative Replies for Conversations and Cases 

Generate personalized responses grounded in relevant data sources at any touchpoint, on any channel

Generative Answers and Replies for Copilot

Ask natural language questions and get conversational answers based on your knowledge base using Einstein Copilot

Want to see for
yourself?

Schedule a demo with our consultant to discuss your content needs.
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Connect any source

Ingest enterprise knowledge with easy out-of-the-box connectors. We connect to all your authoring tools, enterprise applications, content management systems and websites.
See our integrations
Service replies that would take 15 minutes to compile are now taking under a minute, and instead of having to search in multiple repositories personalized answers are right there in front of the user. The big challenge was how to inject our own knowledge which resides in multiple external repositories to fuel all of that goodness. Luckily, with our partners at Salesforce and Zoomin, Unified Knowledge allowed us to do just that. Our corporate knowledge sources are being used to ground Einstein GPT, turning our knowledge into an essential productivity booster and revenue driver.

Learn more about Unified Knowledge

WEBINAR

Elevating AI Responses for Technical Content: The Power of Retrieval-Augmented Generation

BLOG

Introducing Knowledge Grounding for Customer Service - 101

PORTAL

Unified Knowledge documentation portal

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