| Value | ★★★ | Effort | ★★☆ |
$40k per company per year to be precise. Salesforce released Unified Knowledge, which turned out to be just an AppExchange tool by Zoomin. Is it worth looking into?
Combining knowledge from multiple sources is very important for enabling quality service and, especially, self-service. If you calculate the maintenance cost for your articles spread across Salesforce Knowledge, Confluence, docs on Google Drive etc., it might be quite a substantial sum.
I think, there are several areas where Unified Knowledge can help your company:
- Publishing and maintenance pipeline optimization. Your specialists are using multiple tools because of their specialization and budget limitations. Extracting knowledge and making it consistent costs a lot of time. Optimizing this process also means optimizing time spent on duplicate articles, on support for “expired” knowledge, etc.
- Delivering more knowledge to the end user faster. Consolidating knowledge allows building a single source of truth for your customer. For example, on your Experience Cloud site
- Increasing customer loyalty. A customer that can find help easily is more prone to stick to your brand.
- Enhancing self-service capabilities also frees hours of service agents
Having these considerations, it is possible to estimate the potential benefit. There is a big chance it is worth looking into the Unified Knowledge.
Salesforce: “Bring all your knowledge articles into Salesforce from third-party systems like SharePoint, Confluence, Google Drive, and websites within Salesforce. Expose Unified Knowledge across every customer touchpoint and search experience, and ground Generative AI products for Einstein for Service.”
Victor Nazarenko. Solutions Architect 