Salesforce Knowledge: Knowledge Sync

Role: Admi

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Unify fragmented & siloed knowledge. Easily sync content from Salesforce and empower your team with a unified Guru knowledge base.

Our Salesforce Sync feature is a part of our Knowledge Sync offerings. Learn more about Guru's Knowledge Sync feature here.

Prior to setting up your Salesforce Knowledge Sync, please read ALL instructions and notes below to ensure that your Salesforce Knowledge instance is in optimal shape for a successful sync into Guru.

To setup your Salesforce Knowledge Sync:

  1. Navigate to the Web App and click on your Avatar on the top-right corner.

  2. Select Team Settings from the dropdown menu.

  3. Select Knowledge Sync from the left sidebar

  4. Click Sync a New Collection and select Salesforce as the External App Type.

  5. Click Authorize to sync with Salesforce using your username and password

  6. Once your account is authorized, choose a folder to sync.

  7. Title your collection and Click Save. See below for an example:

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  1. Once you click save, please allow up to 24 hours for the initial sync to go through.

  2. Navigate to the Knowledge Tab and select the Collection to which you've synced.

  3. View your Salesforce Knowledge Base as Guru Cards!

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Will Salesforce Knowledge Sync bring my Images in my Articles into Guru?

Images are supported in the Salesforce Knowledge Sync. All public or internal images that are embedded within the rich text editor in the Salesforce Knowledge Article will appear in the Guru Card.

NOTE: Once a Salesforce Knowledge Sync is authorized, the images from your Salesforce Articles will be hosted in Guru. This means that Guru users do not need a seat within Salesforce to view these images.

How is my Salesforce Knowledge synced Collection different to Collections created in Guru?

  • Salesforce Knowledge Sync will sync as a Read-Only Collection in Guru

  • Guru syncs only published content from Salesforce Knowledge.

  • Any private, drafted or archived content will NOT be synced in Guru.

  • Updates - Guru only updates articles that have been modified, added, or removed between syncs.

  • Deletions - The Sync process will automatically remove any content from Guru that is no longer in Salesforce Knowledge.

  • Synced Cards will include an external URL to a corresponding page of the source.

  • Field Mapping from Salesforce Knowledge into Guru will translate in the following configuration:

How will my Salesforce Knowledge Articles appear in Guru?

The table below shows how your Salesforce Knowledge Articles and hierarchy will translate in Guru.

Salesforce KnowledgeGuru
[N/A - Guru Admin will create and name the Collection in Guru]Guru Collection
Salesforce Knowledge CategoriesGuru Board Groups / Board / Board Section
*See note below on hierarchy
Salesforce Knowledge Article (assigned to a Category)Guru Card (assigned to a Board)
Salesforce Knowledge Article titleGuru Card title
Salesforce Knowledge Article sub-fields & bodyaggregated in the Guru Card content

*Note: Salesforce Knowledge categories support 5 level of hierarchy. Since Guru can only support 3 of these levels, mapping from the Category group/Category in Salesforce Knowledge to Board Group/Board/Board Section in Guru isn't 1:1. If your Salesforce Knowledge contains 5 levels of hierarchy, Guru will roll up the lowest 2 levels of categories.

How do I permission my Salesforce Knowledge synced Collection?

View and edit permissions are still managed in Salesforce once the Collection is Synced. This means that if any Guru user attempts to access synced information, they will also require permission in Salesforce to view or edit the content.