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If you wish to add a Salesforce knowledge base using Talkdesk Knowledge Management™, please read the guidelines below to learn how to obtain the required data and authorizations in Salesforce.

• Granting Authorization to Access Salesforce Data
  • Creating a Connected App
  • Creating an Authorized User Profile
• Adding the Required Data

Granting Authorization to Access Salesforce Data

Two items are needed for Knowledge Management to be able to access the data of a specific Salesforce instance:

• A External Client App;
• A user with a profile with permissions to read the data and to use the created app.

Creating an External Client App

To be able to connect Knowledge Management to a Salesforce knowledge base, you need to provide a client key and secret so that you can obtain an OAuth token.

To get those items, first, you need to create a connected app with the necessary information:

1. Go to your Salesforce instance, e.g., https://<your_domain>.lightning.force.com/lightning/setup/

2. Then, go to Apps > App Manager.
3. In the top-right corner, click on New External Client App.

4. Give the app a name (e.g., Knowledge Management) and enter your email address.

5. Check the “Enable OAuth” checkbox (in the API section) and fill in all the required information:
   • The “Callback URL” is not needed, but since the field cannot be left empty, please enter https://login.salesforce.com/services/oauth2/callback
   • In “Selected OAuth scopes”, choose:
     • Manage user data via APIs (api) - Allows Talkdesk to read Knowledge Articles via the API.
     • Perform requests on your behalf at any time (refresh_token, offline_access) - Ensures the connection remains active for background syncing.
6. In the Flow Enablement section, check the “Enable Client Credentials Flow” checkbox.
7. Click Save.

8. After creating the external client app, open it and click Edit in the Policies tab.

9. Under OAuth Policies, set Permitted Users to “Admin approved users are pre-authorized”.
10. Under OAuth Flows and External Client App Enhancements, make sure the Enable Client Credential Flow checkbox is checked and define the Execution User (“Run As”). 
    • This user should have the Authorized User Profile we are going to create in the next section.
11. Click Save.

12. Still in the External Client App, access the Settings tab and open the Consumer Key and Secret.

Notes:

• The Consumer Key corresponds to the Client ID, and the Consumer Secret corresponds to the Client Secret field required by Knowledge Management Configuration.
• Please make sure you save both keys in a safe location. These will be used in the next step

Creating an Authorized User Profile

After creating the external client app, a user profile should be created for Knowledge Management. To do so, please follow these steps:

1. Go to Administration > Users > Profiles and click on New Profile.

2. In the “Existing Profile” drop-down, select Read-Only and choose the “Profile Name” you wish to use.

3. In “System Permissions”, uncheck all boxes except the one next to “API Enabled” (note that some boxes may be impossible to uncheck; leave those as they are).

6. In “General User Permissions”, uncheck all uncheckable options.

7. In “Standard Object Permissions”, uncheck all uncheckable options.

8. In “Knowledge Base Permissions”, select the checkbox in the “Read” column.
9. Select the profile created before as the Knowledge Management user by following these steps:

Note: If there is no user for Knowledge Management, please create one.

10. Click on Edit next to the Knowledge Management user.

11. In "Profile", select the created profile.
12. Go to Apps > External Client App Manager.
13. Open the external app you created and Edit Policies.

14. In “App Policies” select “OAuth” as the Start Page and select the Profile you created.
15. In “OAuth Policies”, add any valid Salesforce URL (e.g., https://yourcompany.my.salesforce.com) as OAuth Start URL. This information will not be used in our connection, but is mandatory to fill out. 
16. Click Save.

Adding an External Source in Talkdesk

Follow this article to add a Salesforce External Source.

Notes:

• The Client ID corresponds to the Salesforce External Client App “Consumer key”. 
• The Client Secret corresponds to the Salesforce External Client App “Consumer Secret”.
• The Grant Type must be client_credentials