This guide explains the setup and permissions required to sync Salesforce Knowledge articles with Mavenoid.

Note:

• The Integration User (API-only user) used to connect Mavenoid with Salesforce must have permission to access the Knowledge objects and fields to retrieve articles. Refer to the end of this guide for a detailed list of permissions.

• Mavenoid offers multiple ways to incorporate Salesforce articles. Consult your Mavenoid representative to determine the best setup for your needs.

Steps for Configuring Salesforce Knowledge Sync

• Active Salesforce Integration: Ensure Mavenoid has an active integration with Salesforce. Consult Connecting Mavenoid with Salesforce for setup instructions.

• Article Body Field: Identify the API name of the field(s) containing the article body within the Knowledge object. Find it under Setup > Object Manager > Knowledge > Fields & Relationships.
  

• Article Visibility: Salesforce’s Knowledge object has visibility settings (e.g., Visible In Internal App, Visible In Public Knowledge Base). Decide which articles you wish to sync. If you plan on making use of articles not visible to end-users, consider using the Site Touchpoint with an Single Sign-on integration to ensure only authorized users can access restricted content.
  

• Articles Metadata: Metadata like categories or topics can be used in the integration. Depending on your setup, Salesforce objects such as Knowledge__DataCategorySelection or TopicAssignment may store this information. Decide which metadata is relevant for Mavenoid.

• Language Support: If your Salesforce Help Center is multilingual, decide which languages to sync. The KnowledgeArticleVersion object contains translations.

API Permissions for Integration User

To enable the integration, the Integration User in Salesforce should have at least read access to the following Knowledge objects:

If additional article metadata (like categories or topics) is needed, make sure the Integration User has permissions for those related objects. You can restrict field-level access as needed, but ensure the Integration User can access the title and body fields.

For further assistance, reach out to your Mavenoid representative.