Sync articles from Salesforce Knowledge and use them to power Fin Agent and Fin Copilot.
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.
Your existing Salesforce Knowledge structure is not yet supported, but this feature is coming soon.
Set up sync with Salesforce Knowledge
To set up your Salesforce knowledge sync, go to Train > Content and click See all then choose From Salesforce.
First you'll need to login to Salesforce and authorize Fin, so it's able to sync from your help center. This won't modify any Salesforce data. Then select Sync articles from production.
Next, choose which articles Fin should sync:
Sync all articles - Fin will have access to all articles in your help center.
Sync a selection - Apply filters to only give Fin access to certain articles from your help center.
Then click Continue.
Now map fields from your Salesforce articles to Fin's data. This helps Fin use the right content when answering customers in your audiences. Your Salesforce data will be synced regularly into Fin.
You can also receive AI-powered suggestions to improve Salesforce knowledge articles and publish the changes to your help center from within the Fin workspace. In order to use this feature, you'll need to map the content field to a Salesforce field so that we know what field to publish the article to in Salesforce.
Add a new Salesforce field and select the corresponding field for your Salesforce articles, then map it to the content field for Fin. When you're finished, click Sync from Salesforce.
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.
Manage Salesforce Knowledge content
When your content is synced with Salesforce, it will be accessible from Train > Content under the "Content sources" section.
Configure the settings
To manage Salesforce content, go to Train > Content and click on your Salesforce source under the "Content sources" section, then open the article you want to manage.
There's a "Details" panel on the right which contains:
Data: View the content type, language, creation date, last updated (date it was last synced with Salesforce).
Fin: Enable/disable for Fin Agent and Fin Copilot. When enabled, the content becomes available to customers and teammates, respectively.
Audience: Target your content at a specific audience, so Fin Agent only shares content that is relevant for them.
Reports: Tracks how often this content is involved and used to resolve conversations by Fin Agent .
Tag: Add a tag to group articles together and keep content organized.
Re-sync or remove the sync with Salesforce Knowledge
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.
Note:
Re-syncs automatically run every day and propagate any changes made to articles in Salesforce into Fin. This includes new articles, article content changes, and removing articles.
Articles that are synced from Salesforce will be shown as view-only and can’t be edited unless reviewing/approving an AI content suggestion.
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.