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Gainsight Inc.

Integrate Salesforce Knowledge Base with Knowledge Center Bot

 

This article explains how to integrate the Salesforce’s Knowledge Center with Gainsight’s Knowledge Center Bot.

Overview

Gainsight PX allows you to add your Salesforce Knowledge Base content to the Knowlege Center (KC) Bot. When you add your Salesforce Knowledge Base Content to the KC bot, your users can access your Salesforce Knowledge Base within the KC bot. To learn more about Salesforce Knowledge Base, refer to this Salesforce article.

Salesforce Integrations

Gainsight PX provides two instances of Salesforce Integrations under the Integrations section. One instance can be found under the Data Integrations section and the other can be found under the Knowledge Center Integrations section.

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The Salesforce Integration present under the Data Integration section is used to sync data from Salesforce to PX and vice-versa. Before syncing data, you must authorize Gainsight PX with Salesforce. 

The Salesforce Integration present under the Knowledge Center integration is used to display Salesforce Knowledge Base content in the KC Bot. However, this integration does not provide authorization functionality. Without authorization, Salesforce Knowledge Base content cannot be displayed in KC Bot.

So, the Data Integration instance of Salesforce Integration must be used to perform authorization. Once authorization is successful, you can perform both the tasks; sync data and display Salesforce Knowledge Base content in KC bot. 

This article explains how to authorize PX with Salesforce, and then display Salesforce Knowledge Center content in PX. To learn about the data sync process, refer to the Salesforce Integration in Gainsight PX article. 

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 KC Bot.

To authorize Gainsight PX:

  1. Click the Settings icon.

  2. Click the Integrations section.

  3. Click Authorize for Salesforce Integration under the Data Integration section.

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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.

  1. Enter your Salesforce Username and Password and click Log In.

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  1. The Allow Access window is displayed. Click Allow.

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You can now see that the Authorize button is replaced by the Map Fields button.

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Enable Salesforce Knowledge Base

Once you authorize Gainsight PX with your Salesforce org, you must enable the connection by using the Salesforce Integration present under the Knowledge Center Integrations section. This section explains how to perform this operation.

To enable Salesforce integration:

  1. Click the settings icon for the Salesforce integration present under the Knowledge Center Integrations section.

  2. Enter your Salesforce sub domain which contains the Knowledge base. 

  3. Click Apply.

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You can see that the Unauthorized label is now changed to the Enabled label after you enter your domain successfully.

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Use Salesforce Knowledge Base in KC Bot

This section explains how to add the Salesforce Knowledge Center to the KC Bot. 

To add Salesforce Knowledge Base to KC Bot:

  1. Click the Knowledge Center Bot on the left pane.

  2. Click Editor.

  3. Click the articles search tab.

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  1. Click the Docs search Enabled check box.

  2. Select the Salesforce radio button.

  3. Select the audience option for article’s visibility from the Select Accessibility dropdown list.

  • 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's visibility settings, refer to Who sees Each Article section of Configure Article and Field Visibility article in Salesforce docs.

  1. Click Save.

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  1. Click Content.

  2. Click the Articles tab.

  3. Click Link.

  4. Search for the articles from your Salesforce Knowledge Center by typing the article names. When you type the name, a set of matching articles are displayed. 

  5. Click the + icon (Add to List) for the required articles.

  6. Click Done.

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  1. Select the Add check box.

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After you add all the required articles from your Salesforce Knowledge Base, you can create Categories to organize your articles. 

Add Categories

This sub-section explains how to create categories. You can organize your articles in categories.

To add categories:

  1. Click Category under the CATEGORY column for the required article.

  2. Enter a name for the Category and press enter or select Create Category name

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  1. Similarly, create all the articles and categories, as required. 

You can see a preview of how your articles appear on the KC bot, by navigating to the Editor section.

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