Salesforce has launched a new solution, 'Unified Knowledge', which aims to integrate organisational knowledge resources from various third-party systems into Salesforce.

The solution is designed to enhance the efficiency of service agents and expedite customer case resolution.

Unified Knowledge works in conjunction with customer data in Salesforce Data Cloud to generate more accurate, AI-produced content for service agents. The solution is a response to the growing trend of organisations investing in AI to support their agents. However, 76% of executives reportedly struggle to scale AI effectively due to disconnected systems and siloed data.

The solution is built on the Einstein Trust Layer and utilises AI to improve service team productivity and customer experience. The AI models are informed by Salesforce knowledge articles and resources from third-party sources such as SharePoint, Confluence, Google Drive, and company websites.

Unified Knowledge was developed through a strategic partnership with Zoomin. The solution enhances capabilities such as Knowledge Answers in Bots, Einstein Copilot for Mobile Workers, and Search Answers.

In addition to this, Unified Knowledge can also collect and integrate information into Salesforce Field Service, Sales Cloud, Health Cloud, and Financial Services Cloud.

This integration is expected to streamline operations and provide a more cohesive customer service experience.