How to integrate Document360 knowledge base with Salesforce

Document360 integration within the Salesforce console enhances and equips your support agents with a robust knowledge base while serving customers. It makes it easy for agents to swiftly gain access to articles, FAQs (Frequently Asked Questions), and community-shared knowledge that connects to their needs.

Login to your Document360 portal to authorize the Salesforce integration.

• Click on Settings → Knowledge base portal → Extensions → Helpdesk, and you can find the Salesforce widget
• Under Salesforce, click the Authorize button, and the Allow access window appears.
• Click the Allow button and wait for a few seconds
• Now, you can find the status (Project connected to Salesforce…) in the Salesforce widget. You can also find the Salesforce account URL connected with your project

During the installation process, you can now specify who has access to the app within Salesforce from any one of the three options provided:

• Install for admins only
• Install for all users (default)
• Install for specific profiles

Adding Document360 to the Cases home page

Integrate the newly added Document360 app inside the Cases home page on Salesforce

• From the Salesforce home page, click on the App launcher on the top left
• Search for Cases and click on it, If you don’t have any active cases, you can click on the New button at the top right.
• In the pop-up window, you can mention the details about your new case such as the nature of the case, customer info, case origin, priority, and more.
• On the Cases home page, you can find the recently added cases. Click on any one of the case
• Now click on the Setup icon → Edit page at the top right
• You would be redirected to the Lightning App Builder page where you can add, drag, and drop components/widgets in your case page
• On the left components list, you can find Visualforce when you scroll down
• Click, hold, drag, and drop onto the design page. On the right, you can set the component height in pixels.
• Document360 app would be added to the page. You can add, delete, or reposition the different components in the page.
• Click on the save button when you’re done.
• If you’re asked to activate a component in a prompt. Click on the Activate button.
• Go back to the Cases page and find the Document360 app added

Read More: Salesforce Integration