KM InsiderEnterprise software vendors have spent the past few months converging on the same message, delivered independently by SAP, ServiceNow, and Microsoft: organizations have lost track of how many AI agents are actually running inside their environments, and that’s no longer an IT footnote. It’s a board-level risk. What’s Happening SAP laid out the problem plainly … Read more
Like ServiceNow, Salesforce doesn’t sell knowledge management as a standalone product. Salesforce Knowledge is a feature that lives inside the broader Salesforce platform, most commonly bundled with Service Cloud, and that context shapes everything about how it works, what it costs, and who it’s actually built for. This breakdown covers what Salesforce Knowledge (specifically Lightning … Read more
ServiceNow doesn’t sell knowledge management as a standalone product. It sells it as a module inside a much larger service management platform, and that single fact explains almost everything else in this article: why the pricing is opaque, why the features are tightly coupled to workflow, and why it’s a strong fit for some organizations … Read more
AI agents are often described as the next step beyond generative AI. A chatbot answers questions. A copilot helps with a task. An agent can pursue an objective, use tools, make intermediate decisions, and execute a sequence of actions across business systems. That distinction is important for knowledge management. For years, organizations have invested in … Read more
Organizations are investing billions in artificial intelligence to improve productivity, automate decisions, and unlock new business opportunities. Yet many are discovering that the performance of AI has less to do with the sophistication of the model and far more to do with the quality of the knowledge it consumes. For years, knowledge management initiatives focused … Read more