Salesforce delivers Unified Knowledge to service agents

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.

https://martech.org/salesforce-delivers-unified-knowledge-to-service-agents/