Salesforce Releases Unified Knowledge Solution – Promises Personalization

Third-party data organization will enhance the company’s generative AI and self-service experiences.

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CRMLatest News

Published: May 7, 2024

Rhys Fisher

Salesforce has launched its Unified Knowledge Solution, as the company targets personalization and efficiency gains.

In a nutshell, Unified Knowledge collects knowledge resources from disparate third-party systems within an organization. This data is then integrated into Salesforce, where service agents can access it – allowing them to work more efficiently and improve their customer case-handling times.

The tool works alongside Salesforce’s existing Data Cloud to enhance the company’s generative AI (GenAI) offerings, which the CRM provider believes will help to “deliver faster, more personalized customer experiences.”

The new solution builds on the capabilities of the Einstein for Service, which already leverages AI to improve productivity and customer experience.

Unified Knowledge takes this a step further by equipping the AI models with Salesforce knowledge articles and resources from third-party sources such as SharePoint, Confluence, and Google Drive.

With Unified Knowledge supporting the Einstein for Service with a more sophisticated and comprehensive dataset, Salesforce believes that its GenAI-powered tools will be able to provide the “right answers at the right time to agents and AI assistants.”

In discussing the launch of the company’s new tool, Kishan Chetan – EVP and GM of Salesforce Service Cloud – was keen to emphasize that Unified Knowledge is much more than just an efficiency booster:

In service, more knowledge and more context translates to better answers for agents and customers. Agents and self-serve customers already have the benefit of a full customer profile from the information in Data Cloud.

“Now, with Unified Knowledge, they also have access to all external organizational data – creating a truly comprehensive foundation to fuel both the successful adoption of generative AI as well as the delivery of faster, more meaningful customer experiences.”

So, let’s take a closer look at some of the other features of the Unified Knowledge solution.

What to Know About Unified Knowledge

While its partnerships with Data Cloud and Einstein for Service might hog the headlines, there’s a whole lot more to Unified Knowledge.

Below are some of the solution’s other notable capabilities.

Bot Knowledge Answers

Drawing from a company’s comprehensive internal and external knowledge base, the tool is able to automatically generate responses to customer queries using a bot.

This feature allows retail customers, for instance, to access information and receive answers to inquiries that necessitate data from external sources, like clothing care instructions from manufacturers.

Einstein Copilot for Mobile Workers

Einstein Copilot and Unified Knowledge empower mobile workers to ask questions and receive immediate answers sourced from the entirety of a company’s organizational knowledge.

For example, a technician encountering difficulty installing a dishwasher can utilize Copilot to troubleshoot the issue in real-time.

Search Answers

The solution can produce responses to inquiries from both agents and customers based on a company’s reliable knowledge base, displayed directly within a customer portal or agent console.

This feature enables banking customers to search for and obtain detailed instructions, drawn from various knowledge articles, to resolve issues like cancelling a credit card or requesting a credit increase, without requiring assistance from an agent.

Salesforce on a Roll

As well as launching a new AI-powered tech solution, Salesforce also made the news recently after being named the number one CRM provider in the world by an International Data Corporation (IDC) study.

The win was the eleventh consecutive year that Salesforce has taken home the crown, with the company’s 21.7% market share for 2023 exceeding its closest competitor, Microsoft, by more than threefold.

Notably, even the combined market shares of its nearest four competitors – which includes Oracle, SAP, and Adobe – falls short of Salesforce’s dominance.

In addition to securing the top position as the leading global CRM provider, Salesforce also earned the distinction of being the number one market share leader in North America, Latin America, Western Europe, and Asia-Pacific (including Japan).

To find out more about how Salesforce continues to dominate the CRM sector, check out the full article here.

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