The Salesforce Winter ’25 Release introduces a significant enhancement: the integration of Knowledge and Unified Knowledge with Data Cloud. This update is set to revolutionize how businesses manage and utilize their knowledge bases. How to leverage the power of Data Cloud to improve generative AI features for Einstein for Service. In this blog, we will explore the key features of this integration. We will explore the differences from previous versions, and practical examples of its application.
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Key Features of the Integration
Combining First and Third-Party Knowledge
Data Cloud allows businesses to integrate both first-party (internal) and third-party (external) knowledge sources. This comprehensive approach ensures that all relevant information is accessible in one place, enhancing the quality and accuracy of AI-generated responses.
Retrieval-Augmented Generation (RAG) Updates
The latest RAG updates in Data Cloud provide higher-quality replies and answers by grounding generative AI features in a broader and more diverse knowledge base. This results in more accurate and contextually relevant responses.
Increased Article Size Limit
Previously, articles in Salesforce were limited to 131,000 characters in rich text fields. With Data Cloud, this limit has been significantly increased to 100 MB. However, articles exceeding 25 MB are not indexed for search, ensuring optimal performance and searchability.
Preparation for Future Enhancements
To power the data integration capabilities of Unified Knowledge, Salesforce has partnered with Zoomin Software. Zoomin’s knowledge orchestration platform enables organizations to connect, harmonize, and deliver knowledge from any source to any touchpoint. Through this partnership, Salesforce customers can leverage Zoomin’s pre-built connectors and APIs to quickly integrate their enterprise data sources with Salesforce’s knowledge base.
Unified Knowledge with Zoomin
Salesforce has partnered with Zoomin to offer Unified Knowledge, available as a free trial for 90 days. This feature includes three connector instances to third-party knowledge sources, providing a robust solution for integrating diverse knowledge bases.
Knowledge Article DMO
With the Knowledge Article Data Management Object (DMO), businesses can access their knowledge base on Data Cloud. This infrastructure supports the size and scaling needs of enterprise customers, enabling the integration of transactional knowledge, such as Slack posts, alongside curated articles.
Differences from Previous Versions
The integration of Knowledge and Unified Knowledge with Data Cloud brings several notable improvements over previous versions:
Article Size Limit
The previous limit of 131,000 characters in rich text fields has been expanded to 100 MB, allowing for more comprehensive and detailed articles.
Enhanced AI Features
The switch to Data Cloud grounding and the latest RAG updates significantly improve the quality of AI-generated responses, providing more accurate and contextually relevant answers.
Unified Knowledge
The partnership with Zoomin introduces Unified Knowledge, offering a more integrated and cohesive knowledge management solution.
Scalability and Infrastructure
Data Cloud’s infrastructure supports larger and more complex knowledge bases, catering to the needs of enterprise customers.
Practical Example
Consider a customer service team using Salesforce to manage their knowledge base. Previously, the team was limited by the 131,000-character limit for articles, which restricted the amount of information they could include. With the new 100 MB limit, they can now create more detailed and comprehensive articles, improving the quality of information available to both agents and customers.
Additionally, the integration with Data Cloud allows the team to combine internal knowledge with third-party sources, providing a more holistic view of available information. The enhanced AI features ensure that generative AI tools like Einstein for Service can deliver more accurate and relevant responses, improving customer satisfaction and reducing resolution times.
How to Set Up
To integrate Knowledge and Unified Knowledge with Data Cloud, follow these steps:
- In Data Cloud Setup, click Salesforce CRM.
- Choose Standard Data Bundles.
- Select Service Cloud and either Install or Update the latest version of the Service data kit.
Conclusion
The integration of Knowledge and Unified Knowledge with Data Cloud in Salesforce Winter ’25 Release is a game changer for businesses looking to enhance their knowledge management capabilities. By combining first and third-party knowledge, increasing article size limits, and leveraging advanced AI features, this update provides a robust and scalable solution for managing and utilizing knowledge bases. Whether you are a small business or a large enterprise, these enhancements will help you deliver better service and support to your customers.
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