Definition
A Salesforce Service Cloud component (in Classic) that provided agents with a sidebar widget to search, attach, and share Knowledge articles directly from the case record while assisting customers.
Real-World Example
a customer success manager at CloudNine Solutions recently implemented Knowledge Agent to streamline support operations and reduce the backlog of unresolved customer issues. With Knowledge Agent in place, the team routes cases to the best-qualified agents, tracks SLA compliance automatically, and provides self-service options that deflect 30% of incoming volume.
Why Knowledge Agent Matters
Knowledge Agent was a Service Cloud component in Salesforce Classic that provided agents with a sidebar widget for searching, attaching, and sharing Knowledge articles directly from the case record while assisting customers. It was the Classic-era equivalent of what's now called Knowledge One in Lightning Experience. Agents could search articles, preview them, attach them to cases, and email them to customers without leaving the case workspace.
Knowledge Agent is Classic-only and has been superseded by Knowledge One in Lightning Experience and Service Cloud Console. Knowledge One provides the same functionality with a modern interface integrated into the Lightning console. Encountering Knowledge Agent in an org is a strong signal that the org is still on Classic and should be planning a migration to Lightning Experience, where the modern Knowledge tooling provides better functionality and ongoing investment from Salesforce.
How Organizations Use Knowledge Agent
- •Skyline Consulting — Helps clients still on Classic plan their migration to Lightning Experience and Knowledge One, retiring Knowledge Agent in the process.
- •TerraForm Tech — Treats any reference to Knowledge Agent as a flag that the org is on Classic and overdue for Lightning migration.
- •CloudNine Solutions — Migrated from Knowledge Agent to Knowledge One during their Lightning Experience rollout, gaining better integration with their case workflow.