In today’s fast-paced digital workplace, delivering exceptional IT support isn’t just about fixing issues—it’s about doing it fast, accurately, and consistently. But here’s the reality: critical knowledge often lives in silos across tools like Atlassian Confluence, making it hard for support agents—human or AI—to access the right information precisely when they need it.
Imagine a world where your IT agents had all the answers in their fingertips, unified and instantly accessible to AI. This is precisely the transformative power of the Salesforce Data Cloud Confluence Connector.
Bettina Kotogony, System Administrator, Remarkable says – “We’ve reduced the noise around the IT support desks in the office. With the agent in place, fewer people walk up directly to the team—instead, they ask the agent and, if needed, create a ticket for follow-up. This ensures cases are handled in a timely manner while still keeping someone available for urgent, ad-hoc support when it’s needed.”
The Challenge: Fragmented Knowledge slows down resolutions
IT teams heavily rely on knowledge bases filled with troubleshooting guides, FAQs, and internal processes. For many organizations, Atlassian Confluence serves as this central repository. While Confluence is a powerful tool for collaborative documentation, it’s not inherently optimized for the demands of AI-driven support or for providing real-time, cross-system context.
The predictable consequences of this fragmentation are:
- Wasted Time: Human agents spend valuable minutes (or even hours) sifting through multiple, disconnected sources. This is made even more frustrating because this information can be difficult to find and is often hidden in company wikis or buried in siloed documents.
- Slower Resolution Times: Without a centralized and easily searchable knowledge base, Human agents are forced to manually track down the right information, leading to slower resolution times and a frustrating experience for both the agent and the customer.
The Solution: Connect Confluence to Salesforce Data Cloud
Salesforce Data Cloud stands as the intelligent foundation for your Customer 360 initiative, serving as the central hub for all enterprise data. This powerful platform empowers AI models to ground their responses in trusted, organizational knowledge. Designed for scalability and built to handle massive volumes of data, Data Cloud can unify, harmonize, and activate data from a wide variety of sources, including large, complex databases. This ensures that even the largest organizations can leverage their complete data landscape to drive a trusted and comprehensive Customer 360 view.
By leveraging the Confluence connector, organizations can unlock unprecedented value:
- Ingest & Centralize: Seamlessly pull Confluence data (Pages, Page Content, Viewers & View Analytics, and metadata) directly into Data Cloud.
- Standardize & Unify: Structure and harmonize this diverse data into a standardized data model, making it AI-ready.
- Fuel Intelligent AI by returning knowledge in a structured way: Provide Agentforce(AI) with a rich, context-aware foundation of your company’s collective intelligence.The connector enables Agentforce(AI) to combine information from various articles and provide a brief, structured answer, ensuring agents can quickly get the information they need.
Bettina Kotogony, System Administrator, Remarkable says -“Our team works across several different projects, and it’s not always easy to stay up to date with the latest solutions. With all of our knowledge centralized in a single Confluence space, we have one reliable source of truth that’s always current. Whenever I need information from a project I’m not directly involved in, I can simply ask the Agentforce agent instead of learning every new process in detail. This saves me time and also saves my colleagues from having to explain things one by one.
“The agent can pull information from multiple Confluence articles and deliver a clear, relevant summary. The answers are concise, structured with bullet points for easy scanning, and detailed enough to solve the issue. The agent also shares links to the original articles for deeper reference.”
How It Works
- Connect Confluence to Salesforce Data Cloud:
- Navigate to Data Cloud Setup – Other Connectors section.
- Select the native Atlassian Confluence connector.
- Authenticate using an API token generated from your Confluence instance and click save. Your connection is now ready
- Create Your Datastream & Model Your Data:
- Once connected, create a new Datastream. Here, you’ll choose the specific Confluence objects you want to ingest (e.g., ‘Pages’, ‘Spaces’, ‘Attachments’) and the fields of your choice.
- Upon selection, the corresponding Data Lake Objects (DLOs) will be automatically created in Data Cloud, acting as the raw repository for your Confluence data.You can ingest several objects and connect them to receive all the information you need in one place.
- Next, map these DLOs to Data Model Objects (DMOs). This critical step structures your Confluence data into a standardized, unified schema within Data Cloud, making it ready for powerful analytics and AI consumption.
- Build Your Search Index for AI Readiness:
- With your DMOs defined, create a Search Index for the relevant Data Model Objects. This index is crucial for efficient information retrieval by your AI.
- For example, if you’re working with a ‘Page Content Object’ DMO, your search index configuration would allow you to:
- Configure Chunking: Break down large Confluence pages into smaller, manageable segments for more precise AI understanding.
- Enable Vectorization: Convert your text content into numerical representations (vectors), allowing AI models to understand semantic similarity and relevance.
- (You can also configure other settings like filtering specific fields here to optimize search results. This process also helps you identify incorrect or outdated knowledge articles by highlighting inconsistencies and errors in the source material, which can then be updated by your team.).
- Create Your AI Retriever in Einstein Studio:
- Head over to Einstein Studio, the hub for building and managing your AI models.
- Here, you will create a Retriever. This component is responsible for intelligently fetching relevant information from your Data Cloud Search Index based on an AI’s query.
- With the retriever, you can filter and deliver the most relevant information to an agent’s query, making their work faster and more accurate.
- Configure Your Salesforce Agent (Einstein Copilot):
- Navigate to Setup in Salesforce.
- Go to Agentforce Agents to create and define your AI agent.
- Proceed to Agentforce Assets (or similar) to define the agent’s capabilities, including:
- Agentforce Actions: The specific tasks your agent can perform.
- Topics: The areas of expertise your agent covers.
- If you want your agent’s actions to be driven by dynamic, context-aware responses, go to the Prompt Builder. Here, you can craft sophisticated prompts that guide your agent’s interactions. Crucially, you can integrate your newly created Retriever into your prompt to ground the Agent’s responses directly on your company’s Confluence data.
- A single connector can also support multiple agents, providing a scalable, unified knowledge source for your entire team.
Boom! Your Agent is All Ready and Grounded on Your Company’s Confluence Data.
By following these steps, you’ve successfully transformed raw Confluence knowledge into a powerful asset for your Salesforce AI agent, ensuring highly accurate, relevant, and context-aware IT support.
Architecture at a Glance
Real-World Impact
This isn’t just about making support better—it’s about transforming the IT support experience into something faster, smarter, and more reliable.
Integrating Confluence content directly into Salesforce Data Cloud fundamentally shifts the paradigm for IT teams, delivering measurable improvements:
- Accelerated Resolution Times: Imagine a human agent facing a complex software configuration issue. Instead of painstakingly searching through outdated wikis, Agentforce Agent, drawing directly from Data Cloud’s unified knowledge, instantly surfaces the exact, verified configuration steps and known troubleshooting tips from your Confluence pages. This can slash resolution times from hours to mere minutes, empowering agents to solve more issues faster.
- Intelligent Self-Service & Agent Empowerment: AI tools are no longer generic but are trained on your unique company knowledge. This means users can ask natural language questions in a self-service portal (e.g., “How do I request a new laptop?”) and receive precise, step-by-step instructions directly from your Confluence-fed knowledge base, significantly deflecting common tickets.
- Unprecedented Consistency & Accuracy: All support responses, whether from human agents or AI-powered bots, pull from a single, unified source of truth within Data Cloud. This eliminates discrepancies, ensures compliance, and builds user trust, as everyone receives the same, accurate information every time.
- Faster Onboarding & Enhanced Productivity: New IT agents can ramp up significantly faster by leveraging AI-powered access to institutional knowledge, reducing training overhead. By automating routine information retrieval, experienced agents are freed to focus on more complex, strategic problems, driving overall team productivity.
- Built for Enterprise: Rest assured, all Confluence data ingested into Salesforce Data Cloud adheres to enterprise-grade security protocols, ensuring data privacy and compliance. The connector supports configurable synchronization schedules, ensuring your AI models always have access to the most up-to-date knowledge from Confluence. Designed for enterprise scale, the Salesforce Confluence Connector can efficiently ingest and manage vast amounts of knowledge, accommodating even the largest Confluence instances with ease.
This isn’t merely an incremental improvement; it’s a strategic transformation of the IT support experience into something demonstrably faster, smarter, and profoundly more reliable.
Ready to Unlock Your Enterprise Knowledge?
This solution is designed to make IT support not just better, but truly revolutionary. If you’re ready to transform your IT operations, explore the Salesforce Confluence Connector Documentation to begin your journey toward a more intelligent and efficient IT support future.
What’s Next? A Glimpse into Part 2
We’re just getting started! Our team is hard at work making the Confluence connector even more powerful, specifically by boosting its ability to handle unstructured data. Keep an eye out for Part 2, where we’ll reveal how these new capabilities will make your knowledge even smarter.
Want to Learn More?
Explore the Salesforce Confluence Connector Documentation to get started.
Get to know search index types in Data Cloud here
