Salesforce Docs Portal

Resolve Synchronization Conflicts in Microsoft Word for IT Compliance

Resolve synchronization conflicts manually to maintain data integrity when policy text changes are made simultaneously in Salesforce and Microsoft Word. Choosing the correct version of a clause ensures your policy remains accurate and consistent across both platforms.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
User Permissions Needed
To manage policy clauses in Microsoft Word:

Compliance Admin permission set

OR

IT Compliance AI Admin permission set

AND

Microsoft Guided Setup permission set

Conflicts occur when a clause in Word differs from the version saved in Salesforce. You must resolve these conflicts before you can successfully sync your document.

  1. In the Salesforce Policy Connector side panel, identify clauses marked with a conflict.
  2. Click the actions menu next to the affected clause and select Resolve Conflict.
  3. In the Resolve Conflict window, compare the competing versions.
    • Clause Content (Salesforce Environment): The text currently saved in the Salesforce record.
    • Clause Content (M365 Environment): The text currently in your Microsoft Word document.
  4. Select the version you want to keep and click Save.

The selected version is applied to your Word document and synchronized to the Salesforce record automatically.