Salesforce Service Cloud
Index Salesforce Knowledge articles and support cases as knowledge sources
What is Salesforce Service Cloud?
Salesforce Service Cloud is the enterprise CRM-native customer service platform used by large support organizations. Kelu reads Salesforce as a knowledge source in two ways: the Salesforce Knowledge source indexes your published Knowledge articles, and the Salesforce Cases source indexes support cases with their comments and, if you choose, the email thread. Both sit in a knowledge base alongside your other sources.
How Kelu works with Salesforce Service Cloud
Everything you can do once the integration is connected.
Salesforce Knowledge article ingestion
Kelu indexes every published article the connected app's Run As user can read, in every language. Articles sync every hour and become citable sources in every AI answer.
Support cases with comments and emails
The Salesforce Cases source indexes closed cases with their public comments, and the email thread if you turn it on. Cases sync every 10 minutes.
Filters for what gets indexed
Pick Knowledge publishing channels, and filter cases by status, record type, case type, priority, origin or date.
Public or restricted, by channel
Only articles published to the public knowledge base, customer site or partner site are public. Everything else is indexed as restricted and never reaches your widget or public API.
How to set it up
- 01
In Salesforce Setup, create a connected app with the client credentials flow turned on and a Run As user. Kelu reads what that user can read.
- 02
In your knowledge base, go to Sources > Add source and pick Salesforce Knowledge. Enter your My Domain URL, consumer key and consumer secret, test the connection and add the source.
- 03
To index support cases too, add a Salesforce Cases source. It can use the same connected app.
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Got questions?
Salesforce Service Cloud — Frequently Asked Questions
Common questions about connecting Kelu to Salesforce Service Cloud.
Yes. Kelu indexes every published Knowledge article the Run As user can read, in every language. Drafts and archived articles are skipped. Articles sync every hour, and each citation links back to the article.
Through a connected app that uses the OAuth client credentials flow. You give Kelu the consumer key and secret, and Kelu reads what the app's Run As user can read. No individual user password is stored.
Yes. Add a Salesforce Cases source. It indexes closed cases by default, with public comments and optionally the email thread, and syncs every 10 minutes. Private comments are left out unless you turn them on.
Not internal articles: articles not published to a public channel are indexed as restricted. Cases follow the knowledge base: in an external one they are public, so add the Salesforce Cases source to an internal knowledge base to keep them off your widget. Restricted documents answer in Ask and in the Slack and Microsoft Teams bots, never on your widget or public API.
Not for new setups. Kelu indexes Salesforce as a source and answers on your other surfaces, such as the widget, Ask, and the Slack and Microsoft Teams bots.
Ready to connect Salesforce Service Cloud?
Start free, no credit card required. Connecting Salesforce Service Cloud needs the Pro plan, which comes with a 14-day free trial.