Creating a Knowledge Sync: Zendesk Guide, Salesforce Knowledge, Confluence Pages

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Access Required

Only Guru Admins can set up a Knowledge Sync.

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Note

A Knowledge Sync is different from a Source sync. Here are some key differences:

Knowledge Sync	Source Sync
Imports structured content into Guru as searchable Cards	Connects external content to power AI-generated Answers without creating Cards.
Can be used for AI-generated Answers, but content is also searchable and editable within Guru itself.	Only visible via AI-generated Answers
Limited to Zendesk Guide Articles, Confluence Pages, and Salesforce Knowledge Articles.	Supports a wide range of platforms

For information on Sources, see: Connecting Sources to Guru for AI Answers.

Understanding sync compatibility

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Setting up a Knowledge Sync

1. In the Guru web app, go to Manage > Collections > Knowledge Syncs.
2. Click (+) Add Sync next to the tool you want to connect.
3. Click Authorize and enter the required credentials.
4. Click Next.
5. Name your Collection and assign a Collection owner.
   • If selecting a Group, ensure it includes at least one user.
6. Toggle the slider to enable verification (optional). Choose a Default Verifier and Verification Interval for all synced Cards.
7. Click Save. Allow up to 24 hours for the initial sync to complete.
8. Go to your new Collection and pin it in the left pane for quick access.

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Credential requirements by sync source

Confluence

• Enter your Confluence sub-domain and space abbreviation (found in Space Settings > Key).
• Generate an API token, name it (e.g., "Guru Content Sync"), and copy it into Guru.
• Use the email address associated with the API token.
• If you're syncing from Confluence On-Premise, follow this guide and contact Guru support.

Salesforce

• Authorize using your Salesforce username and password.
• Once authorized, select your Locale from the dropdown menu.

Zendesk

• Enter your Zendesk Account Host (the xxxxx part of xxxxx.zendesk.com/hc/en-us).
• Click Authorize. Log in if prompted.
• Choose a Locale.
• Optional: To sync from a specific brand, use the Sync from a brand (advanced option) and enter your Brand subdomain.

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Assigning a default verifier

When creating a Knowledge Sync, you can assign a Default Verifier to maintain content accuracy.

By default:

• Verification is enabled when a Collection owner Group is selected.
• The selected Group becomes the Verifier (you can override this on individual Cards or in bulk via Card Manager).
• The Verification Interval defaults to 3 months, but can be customized.

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Frequently asked questions about Knowledge Syncs

How does a knowledge sync work?

• Syncs are unidirectional. Only public-facing content is imported.
• Private or draft content will not sync.
• Synced Collections must have a Collection owner Group with at least one member.
• Guru syncs changes regularly and removes content no longer present at the source.
• Synced Cards include the source URL and support verification, tags, and comments.

How often does knowledge sync run?

Guru syncs approximately every 6 hours. The last sync time is visible on the Collection and each Card.

How are synced Cards different from other Guru Cards?

• All Cards in synced Collections are read-only.
• Folders cannot be edited within Guru.
• Cards cannot be moved to another Collection.
• Cards cannot be archived or made public/restricted individually.
• Permissions are set at the Collection or Folder level.
• Cards can be verified if enabled.

View a Card’s Verification menu to see its origin and sync date.

What happens if the owner of a synced Collection is removed?

Guru automatically reassigns ownership in this order:

1. Collection Owner
2. First Author (alphabetically)
3. First Read Only user

If needed, create a new sync and delete the old one.

Can I transfer ownership of a synced Collection?

No. You must create a new sync with new credentials and delete the old Collection once verified.

How can I delete a synced Collection?

1. Go to Manage > Collections > Knowledge Syncs.
2. Click the trash icon next to the sync.
3. The Collection and its Cards will be deleted immediately.

Is there a limit to the number of synced Cards?

Yes. Each sync supports up to 5,000 Cards.

How many levels of Salesforce Knowledge hierarchy does Guru support?

Salesforce supports 5 levels; Guru supports 3 folder levels. Guru rolls up the lowest 2 Salesforce levels.

Can I sync Salesforce sandbox Knowledge to Guru?

No. Syncing sandbox environments is not currently supported.

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