Cornerstone OnDemand Scales Knowledge Creation & Reuse with SearchUnify Knowbler

Cornerstone OnDemand unlocked a transformative uplift in support operations by embedding AI-driven knowledge creation directly into agent workflows. By operationalizing SearchUnify Knowbler inside Salesforce, they dismantled legacy documentation bottlenecks, accelerated content velocity, and institutionalized KCS-aligned knowledge excellence.

The result: a scalable, friction-free knowledge engine that fuels faster resolutions, stronger self-service performance, and cross-team knowledge democratization.

• 1,363+ articles created in 6 months, expanding org-wide knowledge coverage at scale.
• Knowledge gap reduced to 22.5%, boosting article-to-case alignment to 77.5%.
• 73% drop in Time to Resolve, from 30.6 days to 8.3 days.
• 90% faster Time to Publish, shrinking from 22 days to 2.25 days.
• 67% case deflection powered by 212 self-service-ready articles.
• 400% surge in contributor participation, accelerating knowledge velocity and governance.

Strategic Outcomes Demonstrating the Shift to AI-Led Knowledge Excellence

• AI-led knowledge creation unlocks enterprise-wide scale and process consistency.
• Embedding knowledge workflows inside the agent desktop drives adoption and operational efficiency.
• KCS-driven structure elevates content trust, reusability, and customer-facing outcomes.