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How to Set up Salesforce KMS Integration on Haptik Bot

Written by Soham Amburle

Updated on September 14th, 2022

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Table of Contents

Salesforce KMS Integration How does Salesforce KMS Integration with Haptik help the users? Prerequisites for integrating Salesforce Knowledge Base with Haptik How to set up?

Salesforce KMS Integration

Let us first understand what a KMS is. KMS stands for Knowledge Management System. It is a tool that is used by businesses to help organize their documentation, or in other words Knowledge Base, which includes documents related to their business-specific use cases, as well as frequently asked questions, and other information. These documents are stored in easily accessible formats for both internal as well as external users.

Salesforce is a customer support software that allows you to create a Knowledge Base, where you can create and store document tutorials, DIY guides, and answers to frequently asked questions in one place. You can read more about it, here.

How does Salesforce KMS Integration with Haptik help the users?

Once this integration is enabled, every time a user asks a query on your bot, the bot will respond by suggesting relevant articles from your Knowledge Base on Salesforce, after understanding the intent of the query. We will understand this in detail, in the further sections of this article.

Prerequisites for integrating Salesforce Knowledge Base with Haptik

  • A paid account on Salesforce. You can check the pricing, here.
  • A Knowledge Base on Salesforce KMS. You can learn more about Knowledge Base on Salesforce, here.
  • A bot on Haptik. You can learn more about creating a bot, here.
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Note: The bot gets trained on the articles that are in the published state on the Salesforce KMS.

How to set up?

Once you have all the prerequisites ready with you, all you need to do is integrate your Salesforce Knowledge Base with Haptik. For connecting them, you would need to add integration details to the Platform Deployments section on Haptik.

Step 1: Log in to Haptik, open your bot and navigate to Conversation Studio > Business Manager > Channels > Platform Deployments, and select KMS Integration from the Platform dropdown, as shown.

Step 2: Add Salesforce in the field KMS Type.

Step 3: Add your bot's name in the field Bot Name. Make sure you have added the name accurately.

Step 4: Turn the Active toggle button on.

Step 5: Under KMS Settings, enter the following JSON as per the instructions. 

{
"domain":"<salesforce domain>",
"client_id":"<salesforce client id>",
"username":"<salesforce username>",
"private_key":"<salesforce private key>",
"default_thumbnail": "https://haptikappimg.haptikapi.com/kms.png"
}
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Following are the steps for retrieving domain, client_id, username, and private_key from Salesforce.

To acquire the domain, navigate to your Salesforce dashboard and click on Settings > Setup, and type domain in the quick find text box in the left navigation bar. From the generated results, select My domains. The current domain is the one that you need to add in the domain field, as shown.

For client_id, you need to set up a Connected App on Salesforce, after which you will be able to get the client_id. The consumer key that is generated at the end is the client_id. Follow this document here, to know about setting up a Connected App. 

For private_key, you need to put the base64 encoded host.key file content. Please connect with your Haptik SPOC, who will assist you in generating the private_key.

For username, you can use the username that you used for registering on Salesforce.

default_thumbnail will be the thumbnail URL, that will be used in the carousel when the bot will display the articles.

Once you have the domain, client_id, username, and private_key, update the JSON under KMS Settings as shown.

Step 6: Once you have populated all the fields in the Platform Deployments, with the appropriate details in it, you can Save it.


Step 7: You will have to raise a Support Ticket on the Haptik portal or drop an email at support@haptik.ai, for activating the KMS feature on your bot.  Please mention your bot's name on the ticket. This is a one-time activity, and it will take at the most 1-2 business days for activating this feature. 

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Point to note:

Haptik syncs articles from your Knowledge Base every 24 hours at midnight, to ensure that the bot is up-to-date with the latest content changes.

Once the KMS integration is activated on your bot, you are good to test your bot and see how it fetches the articles from your Knowledge Base added on the Salesforce.

Once tested, you can move your bot to the Production Environment, where you can take it LIVE for your users. Congratulations!

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Note:

The bot will suggest Knowledge Base articles in the following order of prioritization

Steps in the bot > FAQs added > Knowledge Management System.

What this means is, that if a user asks a query to the bot, and if there is a Step present in the bot for handling that query, the bot will fetch the response from that Step. If there is an FAQ added to the bot, then the bot will fetch the response to the user's query from the FAQs. 

If none of the two mentioned above are present, that is when the bot will fetch the response from the Knowledge Management System and will suggest appropriate articles as a response.

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