Add Salesforce unstructured knowledge base content as a knowledge source

Enabled for	Public preview	General availability
Users by admins, makers, or analysts	May 19, 2025	-

Business value

Save time and increase productivity when makers use Salesforce knowledge base articles from unstructured storage in their agents. Agent users access these articles with any other knowledge sources they add to an agent. They don't need to go to Salesforce client sources outside of their existing agent-based operations.

Feature details

With this capability, makers can use Salesforce Knowledge Base content in unstructured storage as a knowledge source for their agents in Copilot Studio.

This capability enables agents to provide high-quality answers based on operational data within your Salesforce configuration.

Administrators manage access to this data by configuring the Salesforce connector in the Administration Portal.

Makers connect to Salesforce as a knowledge source and select Knowledge Base unstructured sources for the agent to use when generating results or answering queries. You configure connections to knowledge sources in Copilot Studio when you create a new agent or configure or update an existing agent.

Dataverse processes and indexes Knowledge Base content. This process gives agent users accurate, detailed results for natural language queries. Users see only answers based on data they can access. The system checks user access tokens against Salesforce content before it returns a response. Users can access the original articles through citation references.

Scheduled sync keeps the Knowledge Base data up to date. Sync happens within a 4 to 6-hour window.

Geographic areas

Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.

Language availability

Visit the Explore Feature Language report for information on this feature's availability.

Additional resources

Salesforce knowledge source (docs)