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Connecting Salesforce Knowledge to Docket

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Written by Athul Rajeev
Updated over 3 weeks ago

Connect Salesforce Knowledge to Docket to ingest published FAQs, procedures, and articles for seamless knowledge synchronization.


Prerequisites

Before starting the integration process, ensure you meet the following prerequisites:

  • You must have admin-level access in Docket.

  • You must have System Administrator privileges or equivalent in Salesforce with API access enabled.


Integration Process

1. Accessing the Salesforce Knowledge Integration in Docket

  • Navigate to the Integrations page within Docket’s Settings menu.

  • Locate the Salesforce Knowledge app and click Connect and Salesforce Production Account

2. Authorizing Access

  • After clicking Connect, authorize Docket to access your Salesforce instance through OAuth authentication.

3. Selecting data groups and categories

  • After connecting Salesforce Knowledge, you can multi-select specific Data Category Groups and Data Categories from which published articles will be ingested into Docket.

  • Click Save after selecting your preferred categories.

  • Knowledge articles not assigned a category are grouped under “Uncategorized Contents”.

4. Initiate Content Ingestion and Syncing

  • Once the integration is successfully connected and data categories are selected, content ingestion will commence automatically between Docket and Salesforce Knowledge.

  • Please note that it may take approximately 24 hours for the data to be available for answer generation within Docket.


Important Notes

  • Data Deletion: Disconnecting Salesforce Knowledge will permanently delete all ingested articles and metadata from Docket. Users should be cautioned to ensure data integrity and future answer generation.

  • Content Syncing: When new articles are published, or existing articles are updated or deleted in Salesforce Knowledge, Docket will sync these changes within 24 hours to ensure the latest content is used for answer generation.

  • Supported Content: Docket ingests published FAQs, procedural documents, rich text content, and images from Salesforce Knowledge.

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