Unified Knowledge Limitations

Read-only Articles, Deletion, and Video Limitations

• Third-party knowledge that is imported and synced in Salesforce is read-only. You can’t change or update articles from third-party sources in Salesforce. Images from external articles are also stored in Salesforce along with links to embedded videos. Videos are only embedded from approved Salesforce video sites. See Add Videos with the HTML Editor.
• You can’t use the Salesforce user interface to delete individual, third-party knowledge articles stored in Salesforce. Synchronization between Salesforce and third-party knowledge, along with the publication status of external articles, determines whether they appear in Salesforce. You can delete a configured third-party knowledge connector (with or without its associated articles) from the Unified Knowledge Sources section on the Unified Knowledge page in Setup.
• We don’t support using <video/> tag to embed videos in knowledge articles. If you use the <video/> tag to embed videos, the video content doesn’t appear in the knowledge article.

Article Display and Rendering Limitations

• Any non-image links from third-party articles display only as text when imported or synced into articles in Salesforce.
• In the Salesforce mobile app and the Safari browser on iPads, only the first page of PDFs display. Additionally, in the Salesforce mobile app for Android, you’re asked to download PDFs rather than them appearing.
• If you click the Insert Article on Email, Insert Article into Social Post, or Insert Article into Conversation action on articles imported or synced from PDFs, the text content of the PDF is added to the email without any formatting. See Share Articles in Channels in Lightning Knowledge.

Knowledge and Storage Limitations

Because third-party knowledge is imported into the Knowledge Article object in Salesforce, it counts towards your org’s Knowledge limits and overall storage limits. The default org limit for articles is 50,000. To increase limits, log a case with Salesforce Customer Support to increase limits. See Knowledge Article Limit Increase Requests.

Article Character Limitations

When Salesforce imports and converts third-party sources to HTML, which is loaded into a rich text field on Knowledge articles, a maximum of 131,000 characters is allowed on each article. Characters that exceed that limit are excluded from the article. To increase this limit, contact your Salesforce Customer Support and ask about enrolling in the pilot program for Knowledge large content storage.

Data 360 Integration Limitations

• Unified Knowledge can create a maximum of 200,000 articles each day. See Content Version publication limits.
• Articles up to 100 MB are generated as Content Documents records, which store articles’ rich text contents.
• Articles exceeding 25 MB aren't indexed for search.