Salesforce

Customers expect help without leaving their flow. But knowledge often lives in Salesforce while users are in your product, leading to context switching, missed answers, and more tickets. The Brainfish + Salesforce integration turns your Salesforce Knowledge into ambient, in-product guidance that learns. Together, Brainfish and Salesforce deliver AI customer service with synced content, fast answers, and analytics that show what actually resolves issues.

Why should I connect Brainfish with Salesforce?

Connecting Brainfish with Salesforce keeps Knowledge articles in sync automatically and delivers AI-powered answers right inside your product.

• Instant, accurate answers powered by your Salesforce Knowledge library through AI support agents that meet users where they work.
• Always-current documentation with auto-updating docs that sync article edits, new content, and retirements.
• Lower ticket volume as common questions resolve themselves, freeing your Support and CX team to focus on high-impact cases.
• Better product outcomes with Customer Analytics that reveal content gaps and friction points for your users.

How does AI customer service work with Brainfish and Salesforce?

Brainfish ingests and keeps your Salesforce Knowledge current, then delivers conversational answers in context and learns from every interaction. Setup is fast and controlled by your team through our Content Sync integrations.

1. Open Integrations in Brainfish and select Salesforce as your data source.
2. Authenticate using OAuth 2.0 with a scoped connected app in Salesforce for least-privilege access.
3. Choose Knowledge channels, categories, and locales to sync, then map fields like title, body, and labels.
4. Set the sync cadence for automatic refresh and enable auto-updating documentation.
5. Run the first sync to validate permissions and start powering AI customer service experiences.

What can I do with the Brainfish + Salesforce integration?

You can turn Salesforce into the real-time engine behind in-product help and resolution.

• Sync Salesforce Knowledge so Brainfish answers directly from trusted content. See the Salesforce Knowledge overview for structure and channels.
• Deliver ambient guidance in your app with AI agents that summarize steps and link to the exact article section when needed.
• Respect locales and categories so users get the right language and version every time.
• Flag content gaps with analytics on unanswered questions and article effectiveness to guide updates.
• Handoff gracefully to your Salesforce-powered processes when needed, keeping context and expectations clear. Learn more about Salesforce Service Cloud.

What are the benefits for each team?

Each function gets focused wins from the same integration.

• CX leaders:
  • Reduce customer effort and increase CSAT with effortless, in-flow answers for your users.
  • Prove impact with journey-level insights in Customer Analytics.
• Support teams:
  • Deflect repetitive tickets with AI support agents trained on Salesforce Knowledge.
  • Keep content current automatically with auto-updating docs.
• Product teams:
  • See which features confuse users through analytics and topic trends.
  • Ship better onboarding with insights built for product teams.
• Customer success:
  • Spend less time on how-to basics and more time on outcomes.
  • Share ready-to-use answers that mirror Salesforce articles and reduce back-and-forth.

How is this different from using Salesforce alone?

Salesforce alone is powerful, but it relies on users finding and reading articles in a separate help center.

• Salesforce alone: Users leave your product to search, content freshness is manual, and insights focus on views more than resolutions.
• Brainfish + Salesforce: Answers appear in product with AI agents, articles refresh via auto-updating documentation, and analytics track resolution quality.
• Real-world difference: Avoid the pitfalls outlined in our post on why most self-service fails and how to fix it.

When is the Brainfish + Salesforce setup most valuable?

It shines when your knowledge is rich but answers are hard to find in the moment.

• High ticket volume driven by common questions that your team already documented.
• Lean support teams that need scale without more headcount.
• Complex SaaS with multi-step workflows and frequent doc updates.
• Multi-language knowledge where locale precision matters.

How do I set up the Brainfish + Salesforce integration?

Setup takes minutes and uses secure OAuth 2.0 with scoped permissions.

1. In Brainfish, go to Integrations and choose Salesforce.
2. Sign in with OAuth 2.0 to a connected app that grants only Knowledge read scopes.
3. Select Knowledge channels, categories, and locales, then map title, body, and labels to Brainfish fields.
4. Set your sync frequency and enable auto-updating docs for continuous freshness.
5. Save, run the first sync, and confirm content is available to your AI agent.

Once enabled, automatic sync starts and powers in-product answers. You can explore more options in the Integrations Hub and our Content Sync category. For API details, see the Salesforce REST API Developer Guide and Salesforce OAuth 2.0 web server flow.

What results should I expect?

Teams typically see faster time to answer, fewer tickets, and higher customer satisfaction as AI customer service becomes the default path to resolution.

• Self-service success rate: Percentage of sessions resolved without escalation. Customers like Smokeball report a 92 percent success rate in their case study.
• Ticket deflection: Tickets avoided divided by total question volume, with examples like over 50 percent reduction in self-serve to human.
• Time to first answer: Median seconds to a helpful, contextual reply delivered in-product.
• Article freshness: Share of answers served from content updated in the last 30 days via auto-sync.
• Coverage of top queries: Percentage of top N questions that yield one-touch resolutions, as tracked in Customer Analytics.

FAQ

Does Brainfish replace Salesforce Knowledge?
No. Brainfish enhances Salesforce by delivering your Knowledge as contextual, in-product answers while Salesforce remains the single source of truth.

How often does Brainfish sync with Salesforce?
Brainfish syncs on a schedule you set and supports manual refreshes, keeping content current with auto-updating docs.

Is my Salesforce data secure with Brainfish?
Yes. We use OAuth 2.0, scoped permissions, and encryption at rest and in transit, following least-privilege principles and secure credential handling.

Does it work in multiple languages?
Yes. Select and sync the locales you support in Salesforce, and Brainfish will answer in those languages.

Keep exploring

• Browse all integrations in the Integrations Hub.
• See more Content Sync integrations for your knowledge sources.
• Deploy in-product help with AI support agents.
• Keep knowledge current with auto-updating documentation.
• Turn insights into action with Customer Analytics.
• See our approach in Why Brainfish and explore customer stories.
• Ready to see it live? Get a demo.