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Salesforce

  • Published on Jun 25, 2026
  • 2 minute(s) read
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The Document360 integration for Salesforce gives your support agents direct access to your knowledge base from within the Salesforce console. Agents can search for articles, browse categories, get article recommendations based on open cases, and create new knowledge base articles without leaving Salesforce. This keeps your support team focused and reduces the time spent switching between tools.

Why use the Salesforce integration

The integration is useful in a few different situations:

  • During case handling - agents can search your knowledge base directly from a case page and copy or share relevant articles with customers without switching tools.
  • For article recommendations - Document360 automatically suggests articles based on the keywords in a case's Subject field, helping agents find answers faster.
  • For knowledge creation on the go - when an agent resolves a case that isn't yet documented, they can create a draft article from within Salesforce and submit it for review in Document360.
  • For SSO setups - you can use Salesforce as an identity provider (IdP) with SAML or OpenID Connect for single sign-on across both platforms.

Before you begin

  • You need a Salesforce Lightning platform account. If you don't have one, you can sign up for a free trial on the Salesforce website.
  • You must be an admin in both your Salesforce org and your Document360 project to complete the setup.
  • The Salesforce integration is an add-on purchase in Document360. Navigate to Settings > Extensions and click Buy now under the Salesforce tile to purchase it before beginning setup.

Get started with Salesforce

Use the articles below to set up and start using the Salesforce integration.

Setting up the Salesforce integration
Install the Document360 app on Salesforce, configure App Manager policies, create a Visualforce page, grant user profile access, and authorize the integration from your Document360 portal.
Read article →
Using Document360 in Salesforce
Add Document360 to your Cases page, search and browse your knowledge base, view article recommendations, and create knowledge base articles from within Salesforce.
Read article →

FAQ

Is the Salesforce integration an add-on or included in all plans?

The Salesforce integration is an add-on purchase. You can buy it from Settings > Extensions in your Document360 portal.

Can I use Salesforce as an identity provider (IdP) for single sign-on?

Yes. You can use Salesforce as an IdP with either SAML or OpenID Connect for SSO.

Can custom fields in Document360 be mapped to custom objects in Salesforce?

Yes. Custom fields in Document360 can be mapped to custom objects in Salesforce, allowing for a tailored integration based on your organization's requirements.

What APIs does the integration use, and how are they authenticated?

Both Document360 and Salesforce use REST APIs. Authentication is handled through API keys, OAuth tokens, or other secure methods to protect data confidentiality and integrity.

What security measures are in place during the integration?

Security measures include data encryption in transit, secure API authentication, role-based access controls, and compliance with industry-specific standards.

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