Salesforce Knowledge Base Connector

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Do you want access to this new feature? Contact your Zingtree Account Manager or our Support Team.

Zingtree's AI Knowledge Search is powered by your knowledge articles. To configure the search, first connect your knowledge base(s) to the application. In just a few steps, we make it simple to connect to standard knowledge bases, including Salesforce Knowledge (Lightning).

After establishing the connection to your knowledge base, you can select which articles to import into your AI Knowledge Search, creating new experiences for your users.


Set up Steps

  1. Create a Connected App in Salesforce
  2. Provide Connector Details in Zingtree
  3. Select Categories 
  4. Import the pages and blog posts into Zingtree


What You’ll Need

You'll need the following information when setting up your connector in the Zingtree application:

  • Salesforce Instance URL
  • Connected App Consumer Key and Consumer Secret
  • Token Timeout


Create Connected App

The first step is to create and configure a connected app in your Salesforce organization.  

  • Login to your Salesforce account.
  • From Setup, enter Apps in the Quick Find box, and select App Manager.
  • Click New Connected App.

Enter Basic Information

  1. Connected App Name - Enter a name for the connected app which displays in the App Manager and on its App Launcher tile. The connected app name must be unique within your organization and must NOT be named "Zingtree API Connector".
  2. API Name - Enter the API name used when referring to your app from a program. It defaults to a version of the name without spaces. Only letters, numbers, and underscores are allowed, so if the original app name contains any other characters, edit the default name.
  3. Contact Email  - Enter a contact email for Salesforce to use in case we want to contact you or your support team. This address isn’t given to Salesforce admins who install the app.

Example Settings:

Setting Example Value
Connected App Name Acme Corp Zingtree API Connector App
API Name Acme_Corp_Zingtree_API_Connector_App
Contact Email


API (Enable OAuth Settings)

Now that you’ve entered the basic information, you can move on to the next step where you will enable OAuth settings.  See the example settings listed below.  

  1. Enable OAuth Settings - In the API (Enable OAuth Settings) area of the page, select Enable OAuth Settings.
  2. Callback URL  -Enter the callback URL (endpoint) that Salesforce calls back to your application during OAuth.
  3. Select the checkbox next to Enable Client Credentials Flow. This will enable the OAuth flow for the selected connected app and OAuth scopes.
  4. OAuth Scopes  - Select the OAuth scopes to apply to the connected app. OAuth scopes define permissions for the connected app, which are granted as tokens after the app is authorized.
  5. Save - Save Connected App.  Note: The changes may take a few minutes once the connected app is saved.

Example Settings

Setting Value
Enable OAuth Settings True
Callback URL
Selected OAuth Scope Manage user data via APIs (api)
Enable Client Credentials Flow True



Consumer Key and Secret

The next step is to produce a Consumer Key (Client ID). 

To produce the Consumer Key, click on Manage Consumer Details from the Enable OAuth Setting settings. This will trigger the verification code flow.  Once the code has been provided the consumer key details are shown below. 

Important:  Make note of the Consumer Key and save it. This will need to be shared with Zingtree to finalize the connector's configuration.




Manage Connected App

The final step in enabling the Connected App is to set permissions.  

  • From Setup, enter “Apps” in the Quick Find box, and select Manage Connected Apps.
  • Click on the Zingtree API Connector Connected App.
  • Under Client Credentials Flow, for Run As, click 🔍, and find the user to whom you want to assign the client credentials flow.
  • For Enterprise Edition Organizations, we recommend that you select an execution user who has the API Only User permission.

    The Salesforce Integration user license supports this best practice by offering a profile that restricts assigned users to API-only access, ideal for system-to-system integration users.

Note If the connected app policy is set to Admin-approved users are pre-authorized, Zingtree is enabled to use profiles and permission sets.

  1. Save the connected App OAuth Policies
  2. Use Profiles or Permission Sets based on the current policies. 

Profiles: Click on Manage Profiles and choose the administrator profile, ex: "System Administrator"

Note: Knowledge search integration would require access to the following.

  1. Lightning Knowledge (Enabled)
  2. Data Category Groups
  3. Category Groups
  4. Knowledge Article (knowledge__kav) Metadata

Assign the User to Client Credentials Flow who have access to Knowledge Management APIs.

Here are the instructions to Set Up and Configure Lightning Knowledge in Salesforce.


Token Timeout

Token Timeout is configured in Session Settings or in the user’s profile session settings. Each time the token is used, its validity is extended.


Set Up your Connector

To connect your knowledge base to Zingtree:

  1. Log in and navigate to the Apps & Integrations section.
  2. Select External Sources in the left navigation.

Note If "External Sources" is not visible, your organization may not be enabled for AI Knowledge Search. Please reach out to your Zingtree Account Manager.

On this page, choose the Salesforce Icon or the + Add Source button.


The next step, Connector Details, involves entering key information about the connector so that a proper connection can be made to Salesforce and that your Connector is well described in the application for future identification.  


Authentication Connection Examples

Authentication Type

OAuth2 Client Credentials

Auth Method

Access Token URL

Access Token URL

Expiration Time (in Sec)


Access Token timeout

Client ID


Connected App Consumer Key

Client Secret


Connected App Consumer Secret

Audience URL

Salesforce Instance URL

Client Authentication

Send Client credentials in the body


Connector Information

Connector URL

Salesforce Instance URL


en-US, fr, de, it, es

Language in which Knowledge Articles are created

Article Details Columns

Article__c, Summary, Question__c, Answer__c,

Content__c, Residential_Article_Content__c, Commercial_Article_Content__c, Problem__c, Quick_Response__c, Solution__c

The standard and custom columns used for FAQ and How-To Knowledge articles

Tags Columns

Keywords__c, Models__c, Popular_Topics__c, Contains_Video__c, iFit_App_Version__c, Machine_Category__c,Software_Version__c,Tracking_Number__c, OS_Version__c

The standard and custom columns can be used for tags if there are any.


Choose Categories

The final step is selecting articles to import into Zingtree by choosing the Categories. These articles will be refreshed every 24 hours to keep your search updated. 

After configuring the knowledge articles for import, click Save Settings. Your connection is now ready for use in building Search widgets in Zingtree. To build search widgets using this connector go to Knowledge Search > Add Search Widget.

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