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            Enterprise Knowledge in Experience Cloud Sites

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            Enterprise Knowledge in Experience Cloud Sites

            Provide a unified Self-Service experience by surfacing articles from both Salesforce and external repositories. Enterprise Knowledge standardizes content from multiple sources, making it possible for users to access a single source of truth within your Experience Cloud site.

            Required Editions

            Available in: Lightning Experience in Enterprise and Unlimited editions for an additional cost. To purchase, contact your Salesforce account executive.
            Available in: Aura Experience Cloud sites that use Build Your Own Template
            Available in: LWR Experience Cloud sites that use Build Your Own Template

            Enterprise Knowledge eliminates the need for users to switch between different platforms or search tools. By harmonizing data in Data Cloud, your Experience Cloud site can show articles from:

            • Internal Repositories: Salesforce Knowledge (Knowledge Core).
            • External Repositories: SharePoint, Confluence, Google Drive, and other third-party systems.

            Regardless of the source, articles appear in a standardized format using a unified article rendering component. This ensures a consistent user experience for Experience Cloud site users, guest users, and internal agents.

            To support the transition to Enterprise Knowledge, the Experience Cloud site uses specific components designed for harmonized data:

            • EK Article Detail Page: A dedicated page template in Aura and LWR that hosts harmonized content.
            • Knowledge Summary: An AI-generated summary specifically for Enterprise Knowledge articles. Users see only AI-generated summaries, as there is no option for manual summary entry for EK articles.
            • Knowledge Dynamic Q&A: A component that invokes the Enterprise Knowledge API to provide real-time answers based on the current and related articles.

            To make sure that search results and citations function correctly, you must use only Enterprise Knowledge Harmonized Data Model Objects (DMOs).

            • Smart Search Assistance: The agent uses these harmonized objects as a data source to generate summaries and citations.
            • Citation Highlighting: When a user clicks a citation, the site goes to the harmonized article and highlights the specific text chunk that the AI response was grounded on.

            Because Enterprise Knowledge relies on Data Cloud, security is governed by the user context:

            • Data Cloud Governance: Salesforce admins must create data governance policies to grant site users access to the harmonized Data Model Objects.
            • Guest User Access: Rendering EK articles for unauthenticated guest users requires specific configuration in Default External Access to ensure external content is visible without a login wall.
             
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