Definition
The unified Knowledge interface in Salesforce Lightning Experience and Service Cloud console that lets agents search, view, create, and attach Knowledge articles. It provides a single integrated experience within the case workspace.
Real-World Example
a customer success manager at CloudNine Solutions recently implemented Knowledge One to streamline support operations and reduce the backlog of unresolved customer issues. With Knowledge One 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 One Matters
Knowledge One is the unified Knowledge interface in Salesforce Lightning Experience and Service Cloud Console. It provides agents with a single integrated experience for searching, viewing, creating, and attaching Knowledge articles directly within the case workspace. From the Knowledge One sidebar or component, agents can find relevant articles, preview them, attach them to cases, share them with customers via email, and contribute new articles when they identify gaps.
Knowledge One is the modern replacement for older Classic-era Knowledge tools like Knowledge Agent. It's tightly integrated with Lightning Service Console and supports the full Knowledge lifecycle from search to attachment to authoring. For mature support organizations, Knowledge One combined with features like Einstein Article Recommendations (which surfaces relevant articles automatically) creates a powerful self-service knowledge experience for agents. Adoption of Knowledge One is part of any Lightning Experience migration.
How Organizations Use Knowledge One
- •CloudNine Solutions — Trained agents on Knowledge One during their Lightning Experience rollout, replacing older Knowledge tools with the modern integrated experience.
- •ShieldGuard Security — Combines Knowledge One with Einstein Article Recommendations so agents see relevant articles automatically while also being able to search manually.
- •QuickAssist — Uses Knowledge One as the central tool for agents to access, attach, and share Knowledge articles throughout customer interactions.