Knowledge management gets a trio of Winter '27 upgrades aimed at keeping knowledge bases accurate, consistent, and easier to maintain. All three require the Salesforce Knowledge add-on license.
Where
In Prompt Builder for article generation templates, in the article editor for similarity checks and blocks, and via Agentforce conversationally from anywhere in the app.
How
Article creation from records now supports multiple custom prompt templates built with plain-language instructions and merge fields, so reps can draft accurate articles straight from a case, incident, or work order. Knowledge Similarity checks drafts against existing articles and returns a percentage-based similarity score, prompting authors to update instead of duplicating. Knowledge Blocks are reusable read-only content chunks, such as a legal disclaimer, that you maintain once and insert into any article.
Why
Knowledge bases decay through manual drafting friction, near-duplicate articles, and boilerplate that drifts out of date. These three features attack each failure mode directly.