Skip to content
AskVault Docs
Try Free →

Ingest knowledge from Salesforce

Written by , Founder, AskVault · Reviewed by Aashiq
Last updated: · 3 min read

What gets indexed

For each connected Salesforce org:

  • Knowledge Articles (titles, bodies, categories).
  • Cases (subjects, descriptions, resolutions).
  • Custom objects with knowledge-like content (configurable).
  • Account context for identity-verified queries.

Setup walkthrough

10 to 15 minutes:

  1. Open Knowledge Hub > Add Source > Salesforce.
  2. Click "Connect Salesforce".
  3. Sign in to your Salesforce org.
  4. Approve scopes: api, refresh_token, read knowledge.
  5. Pick objects to index (Knowledge__kav, Case, custom objects).
  6. Set SOQL filter (e.g., WHERE PublishStatus = 'Online').
  7. Trigger sync. 500 articles indexes in about 10 minutes.

Sync behavior

  • Default 6 hours. Configurable to 1 hour, daily.
  • Webhook sync planned via Salesforce Platform Events.
  • Push Topic subscriptions for real-time on Enterprise.

Use cases

Customer support context. Bot reads Knowledge Articles plus historical Cases to answer "Has this issue been resolved before?"

Sales pipeline visibility. For verified Salesforce-account users, bot can answer "What's my account status?"

Internal docs. Salesforce KB serves as canonical internal knowledge.

Audience tags

  • public for published Knowledge Articles.
  • internal for draft articles or sensitive Cases.
  • Visibility from Salesforce permissions preserved.

Permissions

OAuth-granted access:

  • Read Knowledge. Articles.
  • Read Case. Customer support tickets.
  • Read custom objects explicitly picked.
  • No write access.

Limits

  • Articles per source. 5,000.
  • Cases per source. 10,000.
  • Sync frequency. 1 hour minimum.
  • SOQL filter complexity. Standard SOQL syntax.

Planned features

  • Real-time push topic sync. Today scheduled.
  • Service Cloud integration for case context in conversations.
  • Lightning component to embed AskVault widget in Salesforce.

Common pitfalls

OAuth fails. Salesforce org has tight API restrictions. IT admin to approve.

Stale articles. Sync hasn't run. Trigger manual.

Knowledge article visibility issues. Salesforce-side permissions hide articles from OAuth user. Grant Read Knowledge.

FAQ

Does this work for Salesforce Lightning?

Yes. Same OAuth flow for Classic or Lightning.

Can I index Salesforce Sandbox?

Yes. Use Sandbox OAuth endpoint.

Will this read every Case in my org?

Only ones the OAuth user can see. Use SOQL filter to limit further.

Was this page helpful?