> For the complete documentation index, see [llms.txt](https://docs.ixhello.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ixhello.com/knowledge-bot/functional-documentation/functional-capabilities/data-sources/integrations/salesforce-configuration.md).

# Salesforce Configuration

## Create an account in SalesForce.com

On the Salesforce Integration page, click **“Submit”**.

<figure><img src="/files/f7IDIem0bVIZgOkVzUru" alt=""><figcaption></figcaption></figure>

Open a new tab and go to “**developer.salesforce.com”** and click the “**Sign Up”** butto&#x6E;**.**

<figure><img src="/files/YUgo9mT6D8Bih2UTppCJ" alt=""><figcaption></figcaption></figure>

Fill all the required fields and click the “**Sign me up**” button.

<figure><img src="/files/5s90hLWet6AuiopGKShI" alt=""><figcaption></figcaption></figure>

The page will refresh and notify you that an account is created and ask you to confirm the account.

<figure><img src="/files/JsHqLYoZpe8Qvfmut3H0" alt=""><figcaption></figcaption></figure>

You will receive a confirmation mail to the registered email address. Open the email and click “**Verify Account**”.

<figure><img src="/files/m83UR0RuKKHT6XWUMq67" alt=""><figcaption></figcaption></figure>

Complete all required fields and click the “**Change Password**” button.

<figure><img src="/files/yYBaHVlVLY1WOU8ExUOb" alt=""><figcaption></figcaption></figure>

You are then redirected to “[**https://ap16.lightning.force.com/lightning/page/home**](https://ap16.lightning.force.com/lightning/page/home)”.

<figure><img src="/files/y9DxBT6DX6NhG9cuufMV" alt=""><figcaption></figcaption></figure>

**Note that configuration of older version may be different because “External Client app” module was introduced in one of last versions replacing old “Connected Apps“ module.**

#### Enable Lightning Knowledge <a href="#enable-lightning-knowledge" id="enable-lightning-knowledge"></a>

<figure><img src="/files/Vqx2vMvgtKmAtdn3pqj8" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/BOMRAATMCZ5fZQB5kZCU" alt=""><figcaption></figcaption></figure>

#### Turn on Enhanced Profile List Views <a href="#turn-on-enhanced-profile-list-views" id="turn-on-enhanced-profile-list-views"></a>

<figure><img src="/files/uWXEuBepUlFdmn2LsDr9" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/2AJT7gBds3dbNcwomm9G" alt=""><figcaption></figcaption></figure>

#### Create integration user <a href="#create-integration-user" id="create-integration-user"></a>

Go to settings => Users => New User

<figure><img src="/files/VsMlR2HfOXTObkphRKSs" alt=""><figcaption></figcaption></figure>

On new user page:

* Profile: `Salesforce API Only System Integrations`
* Select Knowledge User

Save

<figure><img src="/files/QlUpiLZSPLx4uSG89lGe" alt=""><figcaption></figcaption></figure>

#### Add required permissions for integration user <a href="#add-required-permissions-for-integration-user" id="add-required-permissions-for-integration-user"></a>

Go to Settings => Users => Profiles => And open your integration user profile

<figure><img src="/files/aMYpVWWjXzlwx9uDiLpr" alt=""><figcaption></figcaption></figure>

Open Object settings:

<figure><img src="/files/75oVO2uxrI8LqOmZs83W" alt=""><figcaption></figcaption></figure>

Go to Knowledge (Knowledge\_kav) object settings:

<figure><img src="/files/tawzMGQXTYRFMwCt8EHg" alt=""><figcaption></figcaption></figure>

Edit:

<figure><img src="/files/zoiNNe6zTDCNo6TQMxDc" alt=""><figcaption></figcaption></figure>

You need to enable at least:

* Read
* View All Records
* View All Fields

Save:

<figure><img src="/files/ptMl7G0GuoMC6nr9nJnH" alt=""><figcaption></figcaption></figure>

#### Create External Client App <a href="#create-external-client-app" id="create-external-client-app"></a>

Go to settings => Apps => External Client Apps => External Client App Manager => New External Client App:

<figure><img src="/files/EMXTrx0wmGcCGWNhipAi" alt=""><figcaption></figcaption></figure>

Add all required details

<figure><img src="/files/ux5PPhlW1Im5fOifyuB8" alt=""><figcaption></figcaption></figure>

`On API (Enable OAuth Settings:`

* Enable OAuth
* Add callback url, it can be: [https://localhost](https://localhost/)
* Scopes: Add at least “Manage user data via APIs (api)” scope
* Enable Client Credentials Flow

Create

<figure><img src="/files/yqwP7gaWTgGEfqF2b4Ug" alt=""><figcaption></figcaption></figure>

After creating External client app go to Edit Policies

<figure><img src="/files/we40slLvGStgK5JGbnhU" alt=""><figcaption></figcaption></figure>

On Auth Policies section:

* Enable Client Credentials Flow: Select you integration user
* In case it will be required change “IP Relaxation” setting to Relax Ip Restrictions

**Save**

<figure><img src="/files/hVkaa1DrTHlwFySIxCqZ" alt=""><figcaption></figcaption></figure>

#### Get Client Id and Secret <a href="#get-client-id-and-secret" id="get-client-id-and-secret"></a>

Go to your External Client App => Consumer Key and Secret

<figure><img src="/files/f9fKvnCCsG6f4vnNvhLq" alt=""><figcaption></figcaption></figure>

Copy Consumer Key and Consumer Secret

<figure><img src="/files/lmml8VrySt7vmqUqAmCY" alt=""><figcaption></figcaption></figure>

## Configure Data Sources <a href="#configure-data-sources" id="configure-data-sources"></a>

With Consumer Key and Consumer Secret configure Data Sources in Knowledge Planform as described in link below:

[Connectors Configuration | Configure Data Sources](https://concentrixgpo.atlassian.net/wiki/spaces/Kbot/pages/1122173108/Connectors+Configuration#Configure-Data-Sources)

**Note:** For article ingestion, the Salesforce URL must be the **Core Salesforce domain** (`*.my.salesforce.com`) and not the Lightning Experience domain (`*.lightning.force.com`). The ingestion service relies on the Core Salesforce domain for authentication, API access, and content retrieval. Using a Lightning domain URL may result in connection or article retrieval failures.

## Salesforce Knowledge Integration with iX Hello Knowledge Bot <a href="#salesforce-knowledge-integration-guide" id="salesforce-knowledge-integration-guide"></a>

{% hint style="info" %}
This guide describes how to configure Salesforce to enable the iX Hello Knowledge Bot integration. These steps are performed by the client's Salesforce administrator. Once completed, the client provides the credentials to the Concentrix implementation team to configure the data source connection.
{% endhint %}

### Overview <a href="#overview" id="overview"></a>

iX Hello Knowledge Bot integrates with Salesforce Knowledge to ingest your published knowledge articles and make them available for AI-powered retrieval. Agents using iX Hero can then ask questions and receive grounded, accurate answers sourced directly from your Salesforce Knowledge base.

**What this integration does:**

* Connects to your Salesforce org and retrieves published Knowledge articles
* Ingests the content into the iX Hello Knowledge Bot knowledge base
* Makes the content available for semantic search and AI-generated answers
* Supports scheduled refresh to keep the knowledge base up to date

**What you will need:**

* Salesforce org with Lightning Knowledge enabled
* Salesforce administrator access to complete the configuration steps below
* The credentials generated at the end of this guide (Client ID and Client Secret) to share with the Concentrix implementation team

***

### Prerequisites <a href="#prerequisites" id="prerequisites"></a>

* Salesforce Winter '26 or later (the External Client App module is required; older versions used Connected Apps with a different configuration)
* Lightning Knowledge must be enabled in your Salesforce org
* Salesforce Administrator access

***

### Step 1 — Enable Lightning Knowledge <a href="#step-1-enable-lightning-knowledge" id="step-1-enable-lightning-knowledge"></a>

Lightning Knowledge must be enabled in your Salesforce org before proceeding.

1. Go to **Setup**
2. Search for **Knowledge Settings** in the Quick Find box
3. Enable **Lightning Knowledge**
4. Save

<figure><img src="/files/Bzwon4ZW9ez7J5kEne4l" alt=""><figcaption></figcaption></figure>

***

### Step 2 — Enable Enhanced Profile List Views <a href="#step-2-enable-enhanced-profile-list-views" id="step-2-enable-enhanced-profile-list-views"></a>

1. Go to **Setup → Users → Profiles**
2. Enable **Enhanced Profile List Views**
3. Save

<figure><img src="/files/03kB4Y8eqEDMxLlMp0Bw" alt=""><figcaption></figcaption></figure>

***

### Step 3 — Create an Integration User <a href="#step-3-create-an-integration-user" id="step-3-create-an-integration-user"></a>

The integration user is a dedicated Salesforce user that iX Hello Knowledge Bot will use to access your Knowledge articles. This user should have read-only API access and no interactive login capabilities.

1. Go to **Setup → Users → New User**
2. Configure the user with the following settings:
   * **Profile:** Salesforce API Only System Integrations
   * **Knowledge User:** enabled (check the box)
3. Complete the remaining required fields and click **Save**

<figure><img src="/files/G7dEibwEWundQjRrDJLQ" alt=""><figcaption></figcaption></figure>

***

### Step 4 — Grant Required Permissions to the Integration User <a href="#step-4-grant-required-permissions-to-the-integration-user" id="step-4-grant-required-permissions-to-the-integration-user"></a>

The integration user needs read access to the Knowledge object.

1. Go to **Setup → Users → Profiles**
2. Open the profile assigned to your integration user
3. Go to **Object Settings**
4. Find and open **Knowledge (Knowledge\_kav)**
5. Click **Edit** and enable the following permissions:
   * **Read**
   * **View All Records**
   * **View All Fields**
6. Click **Save**

&#x20;

***

### Step 5 — Create an External Client App <a href="#step-5-create-an-external-client-app" id="step-5-create-an-external-client-app"></a>

The External Client App provides the OAuth credentials that iX Hello Knowledge Bot uses to authenticate with your Salesforce org.

1. Go to **Setup → Apps → External Client Apps → External Client App Manager**
2. Click **New External Client App**
3. Fill in the required details (name, contact email, description)
4. Under **API (Enable OAuth Settings)**, configure the following:
   * **Enable OAuth:** checked
   * **Callback URL:** <https://localhost> (placeholder — not used by this integration)
   * **Scopes:** Add *"Manage user data via APIs (api)"*
   * **Enable Client Credentials Flow:** checked
5. Click **Create**

<figure><img src="/files/CX10LSvgkNjHItoZ4CBe" alt=""><figcaption></figcaption></figure>

&#x20;

<figure><img src="/files/Sel9ouSGZcwYHwaPCJK4" alt=""><figcaption></figcaption></figure>

***

### Step 6 — Configure Auth Policies <a href="#step-6-configure-auth-policies" id="step-6-configure-auth-policies"></a>

After creating the External Client App, configure its authentication policies to link it to the integration user.

1. Open your newly created External Client App
2. Click **Edit Policies**
3. Under **Auth Policies**:
   * **Enable Client Credentials Flow:** select your integration user
   * **IP Relaxation:** if required, set to *Relax IP Restrictions*
4. Click **Save**

***

### Step 7 — Retrieve Client ID and Secret <a href="#step-7-retrieve-client-id-and-secret" id="step-7-retrieve-client-id-and-secret"></a>

Once the External Client App is configured, retrieve the credentials to share with the Concentrix team.

1. Open your External Client App
2. Go to **Consumer Key and Secret**
3. Copy the **Consumer Key** (Client ID) and **Consumer Secret** (Client Secret)

{% hint style="info" %}
**Security note:** Treat these credentials as sensitive. Share them securely with the Concentrix implementation team and do not include them in email body text.
{% endhint %}

***

### Step 8 — Share Credentials with Concentrix <a href="#step-8-share-credentials-with-concentrix" id="step-8-share-credentials-with-concentrix"></a>

Provide the following information to your Concentrix implementation contact:

| Information                     | Description                                                               |
| ------------------------------- | ------------------------------------------------------------------------- |
| Salesforce Base URL             | Your Core Salesforce domain — format: `https://yourorg.my.salesforce.com` |
| Client ID (Consumer Key)        | From Step 7                                                               |
| Client Secret (Consumer Secret) | From Step 7                                                               |

{% hint style="info" %}
**Important:** The Salesforce URL must be the **Core Salesforce domain** (`*.my.salesforce.com`) and **not** the Lightning Experience domain (`*.lightning.force.com`). Using a Lightning domain URL will result in connection or article retrieval failures.
{% endhint %}

***

### What Happens Next <a href="#what-happens-next" id="what-happens-next"></a>

Once Concentrix receives your credentials, the implementation team will:

1. Configure the Salesforce data source in iX Hello Knowledge Bot
2. Run an initial ingestion of your published Knowledge articles
3. Validate that articles are being retrieved and indexed correctly
4. Confirm when the integration is ready for testing

***

### Support <a href="#support" id="support"></a>

For questions about this integration, please contact your Concentrix team.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.ixhello.com/knowledge-bot/functional-documentation/functional-capabilities/data-sources/integrations/salesforce-configuration.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.