MetriNote – Salesforce to Add External Knowledge Sources for Powering AI Services

Author: Beth Schultz, VP of Research & Principal Analyst

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May 6, 2024 – Salesforce has introduced Unified Knowledge, a knowledge management solution that collects third-party data for integration into Salesforce Service Cloud and for use with the company’s generative artificial intelligence (AI) offering, Einstein for Service. Previously, Einstein for Service relied on unstructured and structured customer data in the Salesforce Data Cloud. With Unified Knowledge, Salesforce can now use Salesforce knowledge articles plus data from third-party sources such as Atlassian Confluence, Google Drive, and Microsoft SharePoint, as well as company websites. Built in conjunction with Salesforce partner Zoomin, Unified Knowledge will enrich capabilities such as Knowledge Answer in Bots, Einstein Copilot for Mobile Workers, and Search Answers with the use of external data. Unified Knowledge, in open beta today, is freely available to Salesforce customers with Service Cloud Unlimited Edition, Einstein 1 Service Edition, or the Knowledge Add-On. Of the three associated capabilities, Einstein Copilot for Mobile Workers and Search Answers are generally available today and Knowledge Answers in Bots is coming in June. Unified Knowledge is also available for use with the Salesforce Field Service, Sales, Health, and Financial Services clouds.