In right now’s fast-paced digital office, delivering distinctive IT help isn’t nearly fixing points—it’s about doing it quick, precisely, and constantly. However right here’s the fact: vital data typically lives in silos throughout instruments like Atlassian Confluence, making it exhausting for help brokers—human or AI—to entry the precise data exactly once they want it.
Think about a world the place your IT brokers had all the solutions of their fingertips, unified and immediately accessible to AI. That is exactly the transformative energy of the Salesforce Knowledge Cloud Confluence Connector.
Bettina Kotogony, System Administrator, Outstanding says – “We’ve lowered the noise across the IT help desks within the workplace. With the agent in place, fewer individuals stroll up on to the crew—as an alternative, they ask the agent and, if wanted, create a ticket for follow-up. This ensures circumstances are dealt with in a well timed method whereas nonetheless conserving somebody obtainable for pressing, ad-hoc help when it’s wanted.”
The Problem: Fragmented Data slows down resolutions
IT groups closely depend on data bases crammed with troubleshooting guides, FAQs, and inside processes. For a lot of organizations, Atlassian Confluence serves as this central repository. Whereas Confluence is a strong software for collaborative documentation, it’s not inherently optimized for the calls for of AI-driven help or for offering real-time, cross-system context.
The predictable penalties of this fragmentation are:
- Wasted Time: Human brokers spend beneficial minutes (and even hours) sifting by means of a number of, disconnected sources. That is made much more irritating as a result of this data could be troublesome to seek out and is commonly hidden in firm wikis or buried in siloed paperwork.
- Slower Decision Instances: With out a centralized and simply searchable data base, Human brokers are pressured to manually observe down the precise data, resulting in slower decision occasions and a irritating expertise for each the agent and the client.
The Answer: Join Confluence to Salesforce Knowledge Cloud
Salesforce Knowledge Cloud stands because the clever basis in your Buyer 360 initiative, serving because the central hub for all enterprise information. This highly effective platform empowers AI fashions to floor their responses in trusted, organizational data. Designed for scalability and constructed to deal with large volumes of information, Knowledge Cloud can unify, harmonize, and activate information from all kinds of sources, together with giant, advanced databases. This ensures that even the most important organizations can leverage their full information panorama to drive a trusted and complete Buyer 360 view.
By leveraging the Confluence connector, organizations can unlock unprecedented worth:
- Ingest & Centralize: Seamlessly pull Confluence information (Pages, Web page Content material, Viewers & View Analytics, and metadata) straight into Knowledge Cloud.
- Standardize & Unify: Construction and harmonize this numerous information right into a standardized information mannequin, making it AI-ready.
- Gas Clever AI by returning data in a structured method: Present Agentforce(AI) with a wealthy, context-aware basis of your organization’s collective intelligence.The connector permits Agentforce(AI) to mix data from numerous articles and supply a quick, structured reply, making certain brokers can rapidly get the data they want.
Bettina Kotogony, System Administrator, Outstanding says -“Our crew works throughout a number of completely different tasks, and it’s not all the time straightforward to remain updated with the newest options. With all of our data centralized in a single Confluence house, we’ve one dependable supply of fact that’s all the time present. Each time I would like data from a undertaking I’m in a roundabout way concerned in, I can merely ask the Agentforce agent as an alternative of studying each new course of intimately. This protects me time and likewise saves my colleagues from having to elucidate issues one after the other.
“The agent can pull data from a number of Confluence articles and ship a transparent, related abstract. The solutions are concise, structured with bullet factors for simple scanning, and detailed sufficient to unravel the problem. The agent additionally shares hyperlinks to the unique articles for deeper reference.”
How It Works
- Join Confluence to Salesforce Knowledge Cloud:
- Navigate to Knowledge Cloud Setup – Different Connectors part.
- Choose the native Atlassian Confluence connector.
- Authenticate utilizing an API token generated out of your Confluence occasion and click on save. Your connection is now prepared
- Create Your Datastream & Mannequin Your Knowledge:
- As soon as linked, create a brand new Datastream. Right here, you’ll select the particular Confluence objects you need to ingest (e.g., ‘Pages’, ‘Areas’, ‘Attachments’) and the fields of your selection.
- Upon choice, the corresponding Knowledge Lake Objects (DLOs) will likely be mechanically created in Knowledge Cloud, performing because the uncooked repository in your Confluence information.You may ingest a number of objects and join them to obtain all the data you want in a single place.
- Subsequent, map these DLOs to Knowledge Mannequin Objects (DMOs). This vital step buildings your Confluence information right into a standardized, unified schema inside Knowledge Cloud, making it prepared for highly effective analytics and AI consumption.
- Construct Your Search Index for AI Readiness:
- Along with your DMOs outlined, create a Search Index for the related Knowledge Mannequin Objects. This index is essential for environment friendly data retrieval by your AI.
- For instance, should you’re working with a ‘Web page Content material Object’ DMO, your search index configuration would will let you:
- Configure Chunking: Break down giant Confluence pages into smaller, manageable segments for extra exact AI understanding.
- Allow Vectorization: Convert your textual content content material into numerical representations (vectors), permitting AI fashions to know semantic similarity and relevance.
- (You can too configure different settings like filtering particular fields right here to optimize search outcomes. This course of additionally helps you determine incorrect or outdated data articles by highlighting inconsistencies and errors within the supply materials, which may then be up to date by your crew.).
- Create Your AI Retriever in Einstein Studio:
- Head over to Einstein Studio, the hub for constructing and managing your AI fashions.
- Right here, you’ll create a Retriever. This element is accountable for intelligently fetching related data out of your Knowledge Cloud Search Index based mostly on an AI’s question.
- With the retriever, you’ll be able to filter and ship probably the most related data to an agent’s question, making their work quicker and extra correct.
- Configure Your Salesforce Agent (Einstein Copilot):
- Navigate to Setup in Salesforce.
- Go to Agentforce Brokers to create and outline your AI agent.
- Proceed to Agentforce Belongings (or comparable) to outline the agent’s capabilities, together with:
- Agentforce Actions: The precise duties your agent can carry out.
- Subjects: The areas of experience your agent covers.
- If you need your agent’s actions to be pushed by dynamic, context-aware responses, go to the Immediate Builder. Right here, you’ll be able to craft refined prompts that information your agent’s interactions. Crucially, you’ll be able to combine your newly created Retriever into your immediate to floor the Agent’s responses straight in your firm’s Confluence information.
- A single connector also can help a number of brokers, offering a scalable, unified data supply in your total crew.
Increase! Your Agent is All Prepared and Grounded on Your Firm’s Confluence Knowledge.
By following these steps, you’ve efficiently reworked uncooked Confluence data into a strong asset in your Salesforce AI agent, making certain extremely correct, related, and context-aware IT help.
Structure at a Look
Actual-World Affect
This isn’t nearly making help higher—it’s about reworking the IT help expertise into one thing quicker, smarter, and extra dependable.
Integrating Confluence content material straight into Salesforce Knowledge Cloud essentially shifts the paradigm for IT groups, delivering measurable enhancements:
- Accelerated Decision Instances: Think about a human agent dealing with a fancy software program configuration situation. As an alternative of painstakingly looking out by means of outdated wikis, Agentforce Agent, drawing straight from Knowledge Cloud’s unified data, immediately surfaces the precise, verified configuration steps and recognized troubleshooting suggestions out of your Confluence pages. This will slash decision occasions from hours to mere minutes, empowering brokers to unravel extra points quicker.
- Clever Self-Service & Agent Empowerment: AI instruments are not generic however are skilled on your distinctive firm data. This implies customers can ask pure language questions in a self-service portal (e.g., “How do I request a brand new laptop computer?”) and obtain exact, step-by-step directions straight out of your Confluence-fed data base, considerably deflecting widespread tickets.
- Unprecedented Consistency & Accuracy: All help responses, whether or not from human brokers or AI-powered bots, pull from a single, unified supply of fact inside Knowledge Cloud. This eliminates discrepancies, ensures compliance, and builds consumer belief, as everybody receives the identical, correct data each time.
- Sooner Onboarding & Enhanced Productiveness: New IT brokers can ramp up considerably quicker by leveraging AI-powered entry to institutional data, lowering coaching overhead. By automating routine data retrieval, skilled brokers are freed to concentrate on extra advanced, strategic issues, driving total crew productiveness.
- Constructed for Enterprise: Relaxation assured, all Confluence information ingested into Salesforce Knowledge Cloud adheres to enterprise-grade safety protocols, making certain information privateness and compliance. The connector helps configurable synchronization schedules, making certain your AI fashions all the time have entry to probably the most up-to-date data from Confluence. Designed for enterprise scale, the Salesforce Confluence Connector can effectively ingest and handle huge quantities of data, accommodating even the most important Confluence situations with ease.
This isn’t merely an incremental enchancment; it’s a strategic transformation of the IT help expertise into one thing demonstrably quicker, smarter, and profoundly extra dependable.
Able to Unlock Your Enterprise Data?
This resolution is designed to make IT help not simply higher, however actually revolutionary. For those who’re prepared to rework your IT operations, discover the Salesforce Confluence Connector Documentation to start your journey towards a extra clever and environment friendly IT help future.
What’s Subsequent? A Glimpse into Half 2
We’re simply getting began! Our crew is difficult at work making the Confluence connector much more highly effective, particularly by boosting its means to deal with unstructured information. Maintain an eye fixed out for Half 2, the place we’ll reveal how these new capabilities will make your data even smarter.
Wish to Be taught Extra?
Discover the Salesforce Confluence Connector Documentation to get began.
Get to know search index sorts in Knowledge Cloud right here
Search Index Documentation
Retrievers Documentation
Get began with Agentforce Brokers
Design and Implement Brokers
