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Salesforce Configuration

Create an account in SalesForce.com

On the Salesforce Integration page, click “Submit”.

Open a new tab and go to “developer.salesforce.com” and click the “Sign Up” button.

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

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

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

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

You are then redirected to “https://ap16.lightning.force.com/lightning/page/home”.

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

Turn on Enhanced Profile List Views

Create integration user

Go to settings => Users => New User

On new user page:

  • Profile: Salesforce API Only System Integrations

  • Select Knowledge User

Save

Add required permissions for integration user

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

Open Object settings:

Go to Knowledge (Knowledge_kav) object settings:

Edit:

You need to enable at least:

  • Read

  • View All Records

  • View All Fields

Save:

Create External Client App

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

Add all required details

On API (Enable OAuth Settings:

  • Enable OAuth

  • Add callback url, it can be: https://localhost

  • Scopes: Add at least “Manage user data via APIs (api)” scope

  • Enable Client Credentials Flow

Create

After creating External client app go to Edit Policies

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

Get Client Id and Secret

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

Copy Consumer Key and Consumer Secret

Configure Data Sources

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

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

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.

Overview

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

  • 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

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

Step 2 — Enable Enhanced Profile List Views

  1. Go to Setup → Users → Profiles

  2. Enable Enhanced Profile List Views

  3. Save

Step 3 — Create an Integration User

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

Step 4 — Grant Required Permissions to the Integration User

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

Step 5 — Create an External Client App

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

Step 6 — Configure Auth Policies

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

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)

Security note: Treat these credentials as sensitive. Share them securely with the Concentrix implementation team and do not include them in email body text.

Step 8 — Share Credentials with Concentrix

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

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.

What Happens Next

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

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

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