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.
About the author
Kim Davis is currently editor at large at MarTech. Born in London, but a New Yorker for almost three decades, Kim started covering enterprise software ten years ago. His experience encompasses SaaS for the enterprise, digital- ad data-driven urban planning, and applications of SaaS, digital technology, and data in the marketing space. He first wrote about marketing technology as editor of Haymarket’s The Hub, a dedicated marketing tech website, which subsequently became a channel on the established direct marketing brand DMN. Kim joined DMN proper in 2016, as a senior editor, becoming Executive Editor, then Editor-in-Chief a position he held until January 2020. Shortly thereafter he joined Third Door Media as Editorial Director at MarTech.
Kim was Associate Editor at a New York Times hyper-local news site, The Local: East Village, and has previously worked as an editor of an academic publication, and as a music journalist. He has written hundreds of New York restaurant reviews for a personal blog, and has been an occasional guest contributor to Eater.
