# Salesforce Integration
Connect Document360 with Salesforce to surface knowledge base content directly within your CRM workflows.
Overview
The Salesforce integration lets support and sales teams access relevant documentation articles without leaving Salesforce, reducing context-switching and improving customer interactions.
Prerequisites
- A Salesforce account with admin permissions
- Document360 project admin access
- Salesforce API credentials (Connected App client ID and secret)
Setup Steps
- Navigate to Settings → Integrations → Salesforce in Document360.
- Click Connect with Salesforce.
- Enter your Salesforce instance URL, client ID, and client secret.
- Authorize the connection.
- Map Document360 categories to Salesforce objects (Cases, Contacts, Leads).
- Click Save.
Features
- In-App Article Suggestions – Surface relevant articles inside Salesforce case views.
- Case Deflection – Automatically suggest knowledge base articles when a case is created.
- Sync Contacts – Associate documentation feedback with Salesforce contacts.
- Activity Logging – Log article views as Salesforce activities for reporting.
Use Cases
- Help support agents find answers quickly from within a case.
- Reduce ticket volume by suggesting self-service articles to customers.
- Track which knowledge base articles are most referenced during sales cycles.
Best Practices
- Keep article titles concise and descriptive for better suggestion accuracy.
- Regularly review case-deflection metrics to refine article coverage.
- Use Salesforce profiles to control which teams can access integrated articles.
Summary
The Salesforce integration brings your knowledge base into the heart of your CRM, empowering teams to resolve issues faster and deliver better customer experiences.