Salesforce Integration

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Customers expect help where they work, not hidden in a portal. Without tight Salesforce connectivity, teams copy and paste articles, chase stale docs, and watch tickets pile up. The Brainfish + Salesforce integration solves this by syncing Salesforce Knowledge, answering questions in product, and feeding insights back to your team. You get AI customer service that is instant, accurate, and measurable, powered by your Salesforce content and Brainfish’s ambient agents.

Why should I connect Brainfish with Salesforce?

Connecting Brainfish with Salesforce keeps Knowledge articles synced automatically and delivers AI answers inside your product experience.

Give users instant, contextual responses from Salesforce content with AI support agents for in-product help.
Ensure content stays current through auto-updating documentation that mirrors Salesforce changes.
Deflect repetitive questions so your Support and CX teams focus on complex cases.
See what answers resolve issues with customer analytics that reveal gaps and impact.

How does AI customer service work with Brainfish and Salesforce?

Brainfish ingests Salesforce Knowledge, keeps it fresh, and uses it to answer questions in your product or portal. Syncs run in the background through our Content Sync integrations.

Authenticate with Salesforce using OAuth 2.0 in Brainfish.
Map Salesforce Knowledge fields to Brainfish structures.
Set your sync cadence and locales for article imports.
Install the in-product AI widget and handoff connections.
Monitor analytics, feedback, and content health.

For reference, Salesforce covers Salesforce Knowledge capabilities in the Salesforce Knowledge overview, and OAuth setup is described in the Salesforce OAuth 2.0 authorization guide.

What can I do with the Brainfish + Salesforce integration?

Turn Salesforce Knowledge into natural, step-by-step answers directly in your app or help panel.
Offer optional escalation to Salesforce Cases with full context captured in the conversation transcript.
Personalize guidance by using product and account context you already track in Salesforce.
Keep articles in sync when your team updates content in Salesforce Knowledge.
Spot gaps with deflection and effectiveness reporting so your content strategy improves each release.

Answers appear where users need them, while Salesforce stays the single source of truth.

What are the benefits for each team?

CX leaders

Deliver lower effort and higher CSAT without adding headcount.

Ambient help reduces friction for your users.
Visibility into outcomes via analytics built for CX.

Support teams

Deflect common tickets and focus on complex cases.

In-product help from AI support agents answers “how do I?” before it becomes a case.
Consistent, article-backed answers reduce rework.

Product teams

Spot UX friction and close content gaps fast.

See top failed queries and drop-offs in Customer Analytics.
Partner with the team using insights built for product leaders.

Customer success

Drive outcomes instead of basic troubleshooting.

Automate setup questions so QBRs focus on value.
Share reliable, up-to-date guidance powered by auto-updating docs.

How is this different from using Salesforce alone?

Salesforce alone centralizes knowledge, while Brainfish turns it into proactive, in-product support that learns.

Limitations with Salesforce alone: users must search a portal, updates can be missed, and reporting focuses on views not resolutions.
Advantages with Brainfish: answers show up in context via in-product AI agents, knowledge stays fresh through auto-updating docs, and insights measure solved outcomes.

Read why traditional chatbots underperform in The Chatbot Graveyard.

When is the Brainfish + Salesforce setup most valuable?

Use this integration when you want to scale support quality without adding complexity.

High ticket volume from how-to and configuration questions.
Fast-changing products that update documentation weekly or daily.
Lean teams that need efficient deflection and clear insights.
Global orgs that manage multiple locales in Salesforce Knowledge.

See our approach to ambient support on Why Brainfish.

How do I set up the Brainfish + Salesforce integration?

Setup mirrors the flow above and takes minutes.

Authenticate with Salesforce using OAuth 2.0 in Brainfish.
Map Salesforce Knowledge fields to Brainfish structures.
Set your sync cadence and locales for article imports.
Install the in-product AI widget and handoff connections.
Monitor analytics, feedback, and content health.

Once enabled, automatic sync starts and your agent answers with Salesforce content. Explore more options on the Brainfish Integrations Hub.

What results should I expect?

Teams that pair Salesforce with Brainfish see faster answers, fewer tickets, and clearer insight into what content works.

Self-service rate: self-served resolutions divided by total sessions.
Ticket deflection: sessions that resolved without case creation divided by sessions with high intent to contact.
Time to first answer: median response time from open to first helpful reply, reduced by AI in-product guidance.
Article freshness: percent of answers pulled from articles updated in the last 30 days.
Coverage of top queries: share of the top 100 queries that return a high-confidence answer.

See outcomes in the Brainfish Customers hub, including Smokeball’s reductions in search-to-ticket and higher NPS reported across its case studies.

FAQ

Does Brainfish replace Salesforce Knowledge or Service Cloud?
No. Salesforce remains your system of record. Brainfish makes that knowledge ambient and actionable through AI support agents and analytics.

How often does Brainfish sync with Salesforce?
Brainfish runs scheduled syncs and supports manual refresh. You manage cadence in source settings using auto-updating docs controls.

Is my Salesforce OAuth connection secure?
Yes. Brainfish uses OAuth 2.0 with least-privilege scopes and encrypted storage. You can rotate credentials and revoke access following the Salesforce OAuth 2.0 guidance.

Does it work with multiple languages?
Yes. Select locales during setup and Brainfish will sync and answer in those languages.

Keep exploring

Browse all integrations on the Integrations Hub.
See content sources in the Content Sync collection.
Explore AI support agents for in-app help and auto-updating docs.
Measure outcomes with customer analytics and learn Why Brainfish.
See proof from peers on the Customers page or request access on Get a Demo.

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