Press release
Salesforce Unified Knowledge to Enhance AI-Powered Customer Service
What is Unified Knowledge?
Unified Knowledge bridges the gap between Salesforce's AI-powered service tools such as Einstein for Service and disparate enterprise data. The solution gathers data from third-party applications, such as content management systems like Google Drive and SharePoint, collaboration tools such as Confluence, Jira, and other enterprise apps. The data is then imported into Salesforce's Knowledge Base, creating a central repository of information that can be used by AI models for accurate and relevant answers to customer questions.
Einstein for Service, built on the Einstein Trust Layer and using AI, improves service team productivity. These outputs were historically powered by unstructured and structured customer data from Data Cloud.
Unified Knowledge allows these AI models to be further informed by Salesforce articles, resources, and third-party websites, such as SharePoint Confluence and Google Drive. This comprehensive database is the foundation for Einstein for Service, which uses its generative AI capabilities and agents to give the right answers to the right questions at the right times.
Unified Knowledge has the following capabilities:
Knowledge in Bots: Generate answers to customer questions within a bot based on the company's entire internal and external knowledge base. Retail customers can, for instance, use bots to generate answers to questions requiring information from third-party sources, such as device care instructions from a manufacturer.
Einstein Copilot for Mobile Workers: With Einstein Copilot, mobile workers can ask a question, and receive an immediate response based on the entire organizational knowledge of their company. If a technician has trouble installing a security system, they can use Copilot to help them troubleshoot in real-time.
Know more about Einstein Copilot @ https://bradsol.com/resources/blogs/all-you-need-to-know-about-salesforce-einstein/
Search Answers: Provide instantaneous, accurate, and reliable answers to customer and agent questions based on the company's knowledge base. The results are displayed directly in a customer console or agent console. This feature allows a customer to search and receive step-by-step instructions from multiple knowledge articles on how to solve issues like canceling a card or requesting an increase in credit without the need for agent assistance.
Unified Knowledge, in addition to Service Cloud, can collect and integrate information with Salesforce Field Service and Sales Cloud. It also supports Health Cloud and Financial Services Cloud.
For top-notch Salesforce implementation services, contact Bradsol @ https://bradsol.com/contact-us/ a premier Salesforce partner, developer, and trusted advisor. Let's collaborate to optimize your Salesforce platform for success. Get started with Bradsol today and unlock your business's full potential.
For more information about Bradsol and its partnership with Salesforce, please visit https://bradsol.com/partners/salesforce/
Bradsol
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Bradsol is a leading provider of Intelligent Automation solutions, offering a comprehensive suite of services worldwide. Focusing on leveraging technology to drive business growth and efficiency, Bradsol ensures that each client receives customized solutions tailored to their unique needs.
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