Salesforce Unified Knowledge To Empower Customer Service

Introducing Salesforce Unified Knowledge To Empower Customer Service Heroes

Salesforce unveiled Unified Knowledge, designed to revolutionize customer service operations by directly integrating organizational knowledge resources from various third-party systems into the Salesforce platform.

Service agents can enhance their efficiency and deliver faster, more personalized support experiences by harnessing this unified knowledge alongside customer data stored in Salesforce Data Cloud.

By consolidating knowledge from various sources, including SharePoint, Confluence, Google Drive, and company websites, Salesforce empowers service agents with comprehensive information at their fingertips.

Key Features Of Unified Knowledge

Knowledge Answers in Bots: Bots can automatically generate answers using information from internal and external knowledge bases.

Einstein Copilot for Mobile Workers: Mobile workers can leverage Einstein Copilot to troubleshoot issues in real time by accessing the entire organizational knowledge base.

Search Answers: Customers and agents can search the knowledge base for solutions directly from customer portals or agent consoles.

Partnership With Zoomin

Unified Knowledge results from a strategic collaboration between Salesforce and Zoomin, a leading provider of knowledge solutions. This partnership enhances the platform’s capabilities, ensuring optimal performance and reliability.

Unified Knowledge is available for free in open beta for Salesforce customers holding Service Cloud Unlimited Edition, Einstein 1 Service Edition, or the Knowledge Add-On.

While Knowledge Answers in Bots will be widely accessible in June 2024, Einstein Copilot for Mobile Workers and Search Answers are already accessible to users.

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Akshay Dhiman

Chief Technical Officer

"Akshay Dhiman, the CTO of Cloud Analogy, has been a standout and successful Salesforce Platform Developer for years. He has a rich experience in Salesforce Integration, JavaScript, APEX, VisualForce, Force.com Sites, Batch Processing, Lightning, PHP, C++, Java, NodeJs, ReactJs, Angular 8, GraphQL, React Native, Web Technology, and jQuery. Known for his problem-solving and debugging skills, Akshay is an out-of-the-box thinker and his capability to understand the business context and translate it into a working model is par excellence. Akshay would not only translate his thoughts into reality but would also bring in his own perspective that is always a tremendous value add. Akshay has the knack of taking challenges head on, equipped with In-depth industry knowledge, Resourcefulness and uncanny nag to build relationship with anyone in shortest time possible. Not only does he possesses fantastic technical depth and awareness but Akshay also complements them with a profound understanding of business functionalities, tools, and methodologies. He has the rare combination of skills and talent that one looks for in Salesforce – attention to detail and the drive for innovation."