Sync articles from Salesforce Knowledge and use them to power Fin AI Agent and Copilot, as well as making them accessible in the Fin Messenger for improved self-serve performance.
Note:
You’ll still keep your Help Center website on Salesforce.
Only published Salesforce articles are synced. They must either be public or visible to logged-in users. Any articles that have other audience targeting rules applied to them in Salesforce won’t be synced.
Get started
Once you have your Salesforce API connected, you can start a sync from Train > Content by clicking Sync Salesforce knowledge articles.
In the modal window click Connect and sync content and your sync will start automatically.
Note: Once the first sync is started, it's not possible to force stop it. You can remove the sync once the initial sync is completed.
After the sync is completed, you’ll receive an email to your registered Fin email address which confirms how many articles were synchronized.
When your content is synced with Salesforce, it will appear as a flat list inside a synced folder, accessible from the left sidebar under Train > Content. (Your existing Salesforce Knowledge structure is not yet supported, but this feature is coming soon.)
Public articles that are synced from Salesforce will be shown as view-only and can’t be edited. All changes must be made through Salesforce and will automatically propagate to Fin with the next sync. However, you can configure the settings for synced articles such as enabling them for Fin and Copilot, or managing audience rules through the Details panel on the right.
Note:
Re-syncs automatically run every hour and propagate any changes made to articles in Salesforce into Fin. This includes new articles, article content changes, and removing articles.
Syncs that run automatically following the first sync won’t send an email on completion.
Important differences between your articles in Salesforce and Fin
There are slight differences with how synced articles look in the Fin Messenger compared to articles in Salesforce. Differences can include content formats such as, additional headings, text styling, table formatting, etc.
If a customer clicks the “Open in Help Center” link at the bottom of a synced article in the Fin Messenger, this will open a new tab with the article in your Salesforce Help Center.
Synced articles and collections are read-only and can’t be edited or moved from and to collections from your Fin workspace or via the Public API. All changes must be made through Salesforce and will automatically propagate to Fin with the next sync.
We don’t support articles that are in any language that is not currently supported by Fin. If you only have one English language supported, this will be transferred to the Fin “default English” instead of the regional English language mapped in Salesforce.
We only support 2 levels of article nesting; collections and sections. Any Salesforce articles in multi-nested sections will be collapsed into the second level.
We don’t support the styles on articles that are set at a theme level on Salesforce so there may be differences between how an article looks in Salesforce vs. Fin.
Internal/private knowledge base is not supported by the sync as they’re not public articles.
We exclusively support videos added through Salesforces "Add video" button, typically embedded via
iframe, and compatible with all providers available in Salesforce's article editor (e.g., YouTube, Vimeo, Wistia, JWPlayer, Brightcove, Vidyard, Loom, Guidde). Custom HTML, CSS, or JavaScript-based video embeds are not supported.
Re-sync or remove the sync
If you’d like to re-sync or remove the sync with Salesforce Knowledge, you can do this from Train > Content. Click the three dot menu next to the source, then select Re-sync or Remove sync.
You’ll see a green confirmation banner indicating the removal has been successful and synced articles will be deleted from Fin.