Integrate Salesforce Knowledge Base with In-App Hub (formerly KC Bot)
As of March 2026, Knowledge Center Bot is now called In-App Hub. Refer to the announcement for more details. This article reflects the updated name, but some images and videos may still display the previous name and will be updated soon.
This article explains how to integrate the Salesforce Knowledge Base with Gainsight PX In-App Hub.
Overview
Gainsight PX allows you to add your Salesforce Knowledge Base content to the In-App Hub. This allows your users to access your Salesforce Knowledge Base within the In-App Hub. For more information about Salesforce Knowledge Base, refer to the Salesforce Knowledge article from the Additional Resources section.
Salesforce Integrations
Gainsight PX provides two instances of Salesforce Integration under the Integrations section. One in the Data Integrations section and the other in the In-App Hub Integrations section.
Salesforce Integration widget in the Data Integrations section allows you to sync data from Salesforce to PX and vice-versa. For this to work, you must authorize Gainsight PX with Salesforce. On the other hand, the Salesforce Integration widget in the In-App Hub Integrations section allows you to display Salesforce Knowledge Base content in the In-App Hub. However, this integration does not provide authorization functionality. So, the Salesforce Integration widget in the Data Integrations section must be used to complete authorization. After the authorization is successful, the Salesforce Knowledge Base content is synced and displayed in In-App Hub.
This article explains how to authorize PX with Salesforce, and then display Salesforce In-App Hub content in PX. For more information about the data sync process, refer to the Salesforce Integration in Gainsight PX (Bi-Directional) article from the Additional Resources section.
Authorize Gainsight PX
This section explains how to authorize Gainsight PX with Salesforce. Once authorization is successful, you can display Salesforce Knowledge Base content in In-App Hub.
To authorize Gainsight PX with Salesforce:
- Log in to Gainsight PX.
- Navigate to Administration > Integrations.
- Click Authorize on the Salesforce Integration widget in the Data Integrations section.
You are redirected to the Salesforce login page. If you have already logged in to your Salesforce org in another tab, you directly view the Allow Access screen. If you are logged in to multiple Salesforce accounts, you can choose to authorize Gainsight with the Salesforce account which contains the Knowledge Base. - Enter your Salesforce Username and Password and click Log In.
- Click Allow on the Allow Access window. Authorize button on the Salesforce Integration widget is now replaced with the Synchronize button.
Enable Salesforce Knowledge Base
After you authorize Gainsight PX with Salesforce org, enable the connection using the Salesforce Integration widget in the In-App Hub Integrations section.
To enable Salesforce integration:
- Click the Settings icon on the Salesforce Integration widget in the In-App Hub Integrations section.
- Enter your Salesforce Sub Domain which contains the Knowledge base.
- Click Apply. Unauthorized label on the widget is now changed to Enabled.
Use Salesforce Knowledge Base in In-App Hub
This section explains how to add the Salesforce In-App Hub to the In-App Hub in Gainsight PX.
Limitation: Salesforce Knowledge Base integration does not allow articles to be rendered in the In-App Hub. Hence the user is navigated to Salesforce Knowledge Base when they click on the article in the In-App Hub.
To add Salesforce Knowledge Base to In-App Hub:
- From the left pane, click In-App Hub.
- Click on the In-App Hub in the In-App Hub page.
- In the Editor step, navigate to the Articles Search tab on the right.
- Select the Docs Search Tab checkbox.
- Select the Salesforce radio button in the Knowledge Base section. The Knowledge Base tab is shown in the In-App Hub preview.
- Select the audience for the article from the Select Accessibility dropdown.
- Public: Unauthenticated users can view the content
- Partner: Access is restricted to authenticated users with Partner profile
- Internal: Access is restricted to internal users
- Customer: Access is restricted to authenticated users with Customer profile
Note: For more information on article visibility settings, refer to Who sees Each Article? section of the Configure Article and Field Visibility article in Salesforce docs from the Additional Resources section.
- Click Save.
- In the Content step, navigate to the Articles tab.
- Click on the Link button.
- Search for the articles from your Salesforce In-App Hub by typing the article names. When you type the name, a set of matching articles are displayed.
- Click the + (Add to List) icon for the required articles.
- Click Done.
- Select the Add checkbox next to the article you want to include in the In-App Hub.
After you add all the required articles from your Salesforce Knowledge Base, create Categories to organize your articles.
Add Categories
This sub-section explains how to organize your articles into categories.
To add categories:
- Click Create/Select Category drop down on the Category column next to the article.
- Enter a name for the Category and press enter or select Create Category name.
- Similarly, create and assign categories to articles, as required. Navigate to the Editor step to preview how your articles appear on the In-App Hub.
