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Enterprise Knowledge for Agentforce Service
Use Enterprise Knowledge to unify your siloed content. With Enterprise Knowledge you can ingest content into Data 360, harmonize it into a consistent harmonized data model object (HDMO), and gain valuable insights on your user activity. Once the content is in Enterprise Knowledge, use it to power your AI agent’s decisions and Service Agent case handling.
Where: This change applies to all Editions supported by Data 360.
When: This feature is Generally Available (GA) from April 2026.
Why: This feature unlocks the full value of the Enterprise Knowledge strategy by resolving siloed and fragmented knowledge assets, which limits discoverability, search relevance, and user productivity. It positions Data 360 as the authoritative system-of-content for all enterprise content, for uniform application of governance, enrichment, and analytics
Enterprise Knowledge has the following features:
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Harmonization of Knowledge and Unstructured Content. In many organizations content is spread out in various sources and formats. With Harmonization, all of your content (CRM, Marketing, Documentation, Support, etc) is transformed into a standard schema allowing you to view these documents inside your CRM. Content in any format (structured and unstructured) can be harmonized and transformed into Enterprise Knowledge. The harmonized result is a clean, modern, and unified content displayed within the Content Viewer. The viewer is available in Data 360 and Service cloud. The viewer displays your harmonized content consistently across all content types. If you’re viewing a PDF file, a special viewer opens to give you a content experience dedicated to PDF files. If you are viewing unstructured HDMOs, your content can be enriched with AI generated summaries and a Question and Answer section allowing users to scan for answers to their most important questions. This allows your agents who are chatting with customers to never leave the Service Console in order to look up information. Everything they need is right at their fingertips.
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Insights – Understand who is accessing the Harmonized content with specified Service Insight Knowledge Performance metrics.
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New Harmonization Dashboard and Configuration Screen – From the Data 360 Process Content page, select Harmonization. This new screen allows you to to configure both unstructured and structured Harmonization configurations. This new configuration supports unstructured and structured connectors including Amazon S3 and Azure Blob storage.
