Salesforce

Document360 integration within the Salesforce console enhances and equips your support agents with a robust knowledge base while serving customers. With the Document360 app integrated into the Salesforce console, users and support agents within your organization can search for and view articles from your knowledge base directly within the console. They can also create new articles for your knowledge base on the go, directly from the Salesforce environment.

Searching and managing Knowledge base content in Salesforce

Knowledge base

• In the Knowledge Base tab, you can search for and view articles and categories within your knowledge base.

• Utilize the dropdown menus located at the top right of the section to select your knowledge base's workspace and language preferences.

• Options such as Copy link and Open article are provided for each article and category, excluding folder categories.

Searching for articles and categories

You have the ability to search for articles and categories using various parameters such as name, content, tag, and slug within the Search field.

• Enter your search term, and relevant results for articles and categories will be displayed.

• Click the desired article or category to access and review the information. Upon clicking, the selected article or category will be presented in the reader's view.

• You can use the Filter field to refine your search specifically by the name of articles and categories.

Reader view

To access and read articles or look up information, simply click on any search result or navigate to the article/category using the category manager. Upon clicking, the selected article/category will be displayed in the reader's view. This functionality applies to all articles and categories, excluding folder categories.

You have the option to copy the entire article or specific excerpts for use in your responses or communications.

• Copy link: Click the Copy icon located at the top right of the section to copy the link to the article/category page. This link can be pasted into your responses or any input within the Salesforce environment.

• Open site: To view the article/category on your Knowledge Base site, click the Open Article icon adjacent to the Copy icon. This action will open the Knowledge Base site view of the article/category in a new tab.

Basic setup guide

You need a Salesforceaccount to perform the below steps to set up a connection between Salesforce and Document360. If you are a registered Salesforce user (Salesforce Lightning platform account), skip this step and go directly to the Installation step.

Create a Salesforce account

1. To sign up for Salesforce, go to the Sign up page.

2. Enter the details required and click Start my free trial.

3. Visit the Salesforce pricing page to choose and purchase plans that suit your needs.

   

4. You will receive an email with the verification link, account URL, and username on your registered email. Click the Verify Account link in the mail.

5. Enter the verification code you received in your mail inbox and click the Verify button.

NOTE

The verification code will be sent via another mail.

You will be redirected to the Salesforce Home page.

Install the Document360 app on Salesforce

Use the below link to install the Document360 app.

1. Go to AppExchange page.

2. Click Get It Now.

   

3. Log in with your Trailblazer account.

4. Select the desired Salesforce project space:

   • Install in Production - To install the Document360 application in the production environment of your Salesforce project.

   • Install in Sandbox - To install the Document360 application in the sandbox environment of your Salesforce project.

5. Review the installation details and click Confirm and Install.

6. Enter your Salesforce credentials and click Log In.

7. Select from any one of the three options provided:

   • Install for admins only - To provide Document360 application access for only admins.

   • Install for all users - To provide Document360 application access for all users.

   • Install for specific profiles - To provide Document360 application access to specific user profiles.

NOTE

This action will determine the Document360 availability for the users within the Salesforce application.

7. Click the Install button.

8. Wait for the Installation complete prompt and click Done.

Add a Visualforce page in the Salesforce developer console

Now, you must add the code provided below in your Salesforce developer console to create a Visualforce page.

1. Search for Visualforce pages in the Quick find field at the top left and select the Visualforce pages option in the search results.

2. Click the New button.

3. Type the Label, Name, and Description of the page.

4. Select the Available for Lightning Experience, Experience Builder sites, and the mobile app checkbox to enable it.

5. Paste the below code into the Visualforce Markup section.

<apex:page standardController="Case"> <apex:canvasApp applicationName="Document360" namespacePrefix="Document360" height="800" width="750px"/> </apex:page>

The height and the width of the application can be edited in pixels. For example, Height = “800px“ width = “750px“.

6. Click the Save button at the top.

Authorize Salesforce integration from your Document360 portal

Login to your Document360 portal to authorize the Salesforce integration.

1. Navigate to the Document360 portal.

2. Go to Settings () > Knowledge base portal > Extensions > Salesforce under the Helpdesk section.

NOTE

Salesforce is an addon purchase in your Document360 project. Click Buy now to purchase.

3. Click Connect.

4. Select the authorization type:

   • Live - To perform authorization for your production project in Salesforce.

   • Sandbox - To perform authorization for your sandbox project in Salesforce.

   

5. In the Allow access panel, click Allow and wait for a few seconds.

6. Now, you can find the status as ‘Project connected to Salesforce…’ in the Salesforce assistant. You can also find the Salesforce account URL associated with your project.

7. Once configured, click Detail button on the Salesforce tile to view the configuration information.

8. Click the Delete () icon if you want to remove the configuration.

FAQs