Every closed case in Salesforce is a documented solution to a real customer problem. That history is one of the most valuable knowledge assets your team has - and most of it is sitting unused once a case is marked resolved.

A customer contacts your agent with an issue your team resolved for someone else eight times last quarter. The solution is sitting in eight closed Salesforce cases. Your agent does not know - those cases are closed, they are not connected to anything, they are just history. Your team resolves it manually for the ninth time. Connect Salesforce as a source and your agent learns from those resolved cases. The ninth conversation gets handled automatically, in seconds, because the answer was already there.

In this article, you'll learn:

• What gets synced when you connect Salesforce as a source
• How to connect your Salesforce account
• How to manage the connection

What Gets Connected

When you connect Salesforce as a knowledge source, Outlearn syncs your case history to help your agent understand common issues and how they've been resolved. Your data stays in Salesforce - Outlearn reads it, it never modifies or moves it.

Note: Connecting Salesforce as a knowledge source is different from using Salesforce to look up or update CRM records during a conversation. This article covers using Salesforce as a source only.

How to Connect Salesforce

1. Go to the Sources tab.
2. Click + Add Knowledge.
3. In the Add Knowledge Sources modal, click Ticketing Systems in the left panel.
4. Select Salesforce.
5. Log in to your Salesforce account when prompted and authorize Outlearn to access your data.
6. Follow the on-screen steps to configure what to sync and set accessibility.

After Connecting

Once connected, Salesforce will appear in your Sources list and Outlearn will keep it in sync automatically.

From the Sources list you can:

• Change accessibility using the dropdown next to the source.
• Toggle it on or off using the In Use toggle.
• Resync manually using the three-dot menu.
• Delete the connection using the three-dot menu.

Best Practices

• Set accessibility to Internal if your case history contains sensitive customer information that shouldn't be surfaced in public conversations.
• Use this integration alongside a knowledge base source - case history works best as a complement to structured documentation, not a replacement for it.
• After connecting, check Content Gaps in Analytics to see if the case history is helping fill answer gaps.