Connect Paligo to Salesforce Knowledge

Note

  • Salesforce integration is available on the Enterprise plan and up (or as an add-on on Business).

  • The integration is made for the Salesforce - Lightning Experience interface.

  • The integration requires the Salesforce Web Services API feature. This is included in the Salesforce Enterprise plan or above, or you can purchase Web services API as an add-on from Salesforce.

To connect Paligo to Salesforce, there are several steps you need to make. We have separated these into stages to make it easier to follow.

You should also make sure you are familiar with the Size Limitations in Salesforce.

To connect to Salesforce, Paligo needs various details, including the user credentials and a security token.

To get the credentials and security token, it can be easier to switch from Salesforce's Lightning Experience interface to the Classic interface.

Using the Classic interface:

  1. Make sure the "Permission API" is enabled in your Salesforce account. This is normally enabled by default, but if not, you can set it under Setup at Users > Profiles.

  2. Get the user credentials for Salesforce that you want to use to connect the integration.

    Note

    We recommend that you create a separate user for this purpose. This can be especially important so that you are not dependent on a single user that may leave your company.

  3. Get the security token. You may have received this when you created your Salesforce account. But if you don't have it, you can generate a new one:

    1. In Salesforce, select your profile in the top-right corner.

    2. Choose Settings.

    3. In the Quick find field, search for "token" and then select Reset Security Token. A new security token is sent to you by email.

You will need the user credentials and security token in stage 4, when you add the integration settings in Paligo.

Next, you need to set up the API field.

You need to get an API field name as this is another setting that is needed for the Paligo-to-Salesforce integration.

  1. Go to Setup in Salesforce.

  2. Search for Object Manager in the quick find, and select it.

  3. In the Object Manager, select Knowledge.

  4. Create a Rich Text Field.

    1. Select Fields and Relationships.

    2. Select New.

    3. Select Text Area (Rich).

    4. Select Next.

    5. Fill out the fields:

      (You can choose a different name if you want to)

      richtextfield.png
    6. Select Next.

    7. Leave the next screen as is by default. Select Next.

    8. On the next screen, uncheck all boxes. We will add this field to a new Article type/Page layout later.

    9. Select Save.

  5. If you do not have an existing Page Layout you want to publish to, you can create a new one.

    newpagelayout.png
  6. Select Save.

  7. Drag your Rich Text field to the Knowledge Detail area:

    dragrichtextfield.png
    dragrichtextfield2.png
  8. Create a new record type:

    1. Select Record Types in the left menu of the Object Manager.

    2. Select New.

    3. Fill in the fields something like below, but again you can choose your name:

      newrecordtype.png
    4. If you want to enable it for everyone, check all the boxes. You also need to make it the default record type for Paligo to be able to publish to it.

      defaultrecordtype.png
  9. Select Next.

  10. Select the Page Layout you want to use.

    selectpagelayout.png
  11. Select Save.

  12. Get the API field content for the Paligo settings:

    1. Select Fields & Relationships.

    2. Find your Rich Text field and make a note of the field name. You will need the field name when you add the integration settings in Paligo.

      copyrichtextfield.png

Next, you need to create a connected app in Salesforce.

To connect Paligo to Salesforce, you need to have a connected app in Salesforce.

  1. Go to Setup.

    setup.png
  2. Enter "app" in the Quick Find box and select App Manager. (In Salesforce Classic, select Apps under Build & Create).

    enter-app.png
  3. Create a New Connected App

    new-connected-app.png
  4. Enter a name for the app, for example, Paligo . The API name is filled in automatically.

  5. Enter a contact email address.

  6. Select Enable OAuth Settings.

  7. In the Callback URL field, enter https://login.salesforce.com/services/oauth2/callback.

  8. In the list of Available OAuth Scopes, add Full Access (full) to the Selected OAuth Scopes

    oauth-scopes.png
  9. Select Save.

    save-and-wait.png

    It takes up to 10 minutes before the app is ready to be used in Salesforce.

  10. Make a note of the Consumer Key and Consumer Secret as you will need to add these to the integration settings in Paligo.

Next, you can add the salesforce integration details to Paligo.

When you have completed stages 1-3 inclusive in Salesforce, you can add the integration details to Paligo.

In Paligo:

  1. Select your profile name in the upper right corner to display a menu, and then select Settings. Then select the Integrations tab and select Add or Change for the Salesforce integration. The Paligo-to-Salesforce integration settings appear.

    salesforce-integration-settings.jpg
  2. Add the Username and Password that you got from Salesforce.

  3. Add the security token from Salesforce in the Token field.

  4. Add the rich text field name in the Content field API name field.

  5. Add the Consumer Key and Consumer Secret.

  6. Select Save.

  7. Publish a publication to Salesforce to test the integration.

    The draft articles in Salesforce will appear to be very basic. To make them more visually appealing, you can set up Salesforce to publish the articles to a Salesforce Community that uses a help center theme.

    Note

    The "lightning experience" view in Salesforce may be a bit inconsistent in how draft articles show or not. If you don't see them in that view, switch to Classic mode and choose to view draft articles.

Salesforce enforces some size limitations that it's important to be aware of.

  • Images can not be larger than 1 MB. In general, it is of course good to reduce the size of images, but in Salesforce, the publishing will not go through at all if there is an image larger than this limit.

  • Each article can not be larger than 130 KB (in terms of plain text, excluding images).

    It can of course be difficult to know exactly how large your output articles will be, but as an indication, 130 KB is quite a lot of text and would make for a very long article.