Getting Started

Table of Contents

Connecting Integrations

You can connect to 3rd party tools in the Integrations tab in the Settings view. Currently, there are integrations with help desk portals. You can connect to these to make it possible to share content with your support team to use as knowledgebase articles, deflect support tickets with auto-suggest, etc.

Note that the help desk integrations are in beta release at the moment, but fully functional.

  1. Go to Settings by clicking the dropdown in the top right corner.

  2. In the Settings view, select the Integrations tab.

  3. Follow the instructions below for the help desk you have.

Setting up Zendesk

  1. Log in to your Zendesk account.

  2. Follow your help desk's instructions for how to obtain the API key. If email is requested for your integration, use the email of an Admin user in your help desk.

  3. Add the API key information in the Paligo settings.

  4. Go to the Help Center (click the icon in the top right corner).

  5. In the Help Center, select Articles > Arrange articles.

  6. Click the category you want to publish your Paligo topics/publications to.

  7. In the web browser address field, check the web url. At the end of the url is an id number, this is the category id. Copy this.

  8. Paste it into the Category ID field in the Paligo Zendesk settings.

  9. Also select whether you want to have articles directly published, or publish as draft (to set to publish manually later in Zendesk).

Setting up Freshdesk

  1. Log in to your Freshdesk account.

  2. Follow your help desk's instructions for how to obtain the API key. If email is requested for your integration, use the email of an Admin user in your help desk.

  3. Add the API key information in the Paligo settings.

  4. Click Solutions in the menu.

  5. Go to the category where your folder is, and then click on View on Portal in the top right corner, right above the "New Article" button.

  6. In the web browser address field, check the web url. At the end of the url is an id number, this is the folder id. Copy this.

  7. Paste it into the Folder ID field in the Paligo Freshdesk settings.

Setting up Desk.com

As the setup for desk.com is slightly more complicated, it's described in more detail here.

  1. In your desk.com account, go to Settings > API > My Applications.

  2. Click Add API Application.

  3. In the dialog, add a name for the integration, e.g "Paligo".

  4. Add your Paligo domain in the next field. Leave the other fields empty, they are not needed.

  5. Click Add. The dialog closes.

  6. On the left you will now see a "Key" and a "Secret". Copy these into the API key and API secret fields in the Paligo integration settings, respectively.

  7. Next, back in desk.com, click the link on the right that says Your Access Token.

  8. Copy the "Token" and "Token secret" into the corresponding fields in the Paligo settings.

  9. In the top field, enter your domain for your desk.com account.

  10. Get the "Topic ID in desk.com. Although confusingly called topic, i.e not the same as a Paligo topic. This is the name for a category you will publish your articles to in desk.com. To get it:

    1. Click the Content tab in desk.com, and then Topics.

    2. Click the Articles link (even if there are 0 articles).

    3. Check the browser address field. The "Topic" (category) ID will be the number at the end. Copy that.

  11. When you have the ID, copy it into the bottom field in the Paligo settings, Topic ID.

  12. Click Save.

Setting up Salesforce Knowledge

Note

  • This integration is still in beta. 

  • The integration has only been tested on the new interface for Salesforce - "Lightning Experience".

  • This integration requires the Salesforce "Web Services API" feature, so to use it you either need the Salesforce Enterprise plan or above, or purchase "Web services API" as an add-on from Salesforce.

  • If you just want to try it out, and need to create a trial, make sure to create the trial in Service Cloud, not Sales Cloud: https://www.salesforce.com/form/signup/freetrial-service.jsp.

Add the credentials
  1. Make sure the "Permission API" is enabled. This is normally enabled by default, but if not, it can be set under Setup at Users > Profiles.

  2. Navigate to Salesforce Knowledge.

    You'll find it if you click on the App Launcher icon at the top left. Then click the link "Knowledge" in the list of items.

  3. Get the credentials for Salesforce, and add the user name and password to the settings in the Paligo Salesforce integration settings.

    Note

    We recommend that you create a separate user for this purpose. This can be especially important so that you are not dependent on a single user that may leave your company.

  4. Get the security token. You may have received this when you created your Salesforce account. But if you don't have it, you can reset it to create a new one by doing the following:

    1. In Salesforce, click you profile up in the right corner.

    2. Choose Settings.

    3. In the "Quick find" field, search for "token". Select "Reset Security Token". A new security token will be sent to you by email.

Add the content api field name
  1. Go to Setup in Salesforce.

  2. Search for Object Manager in the quick find, and select it.

  3. In the Object Manager, click Knowledge.

  4. If you don't have an existing Page layout you want to publish to, create a new one:

    1. First create a new Rich Text Field. Click Fields and Relationships.

    2. Click New.

    3. Select Text Area (Rich).

    4. Click Next.

    5. Fill out the fields:

      (You can choose a different name if you want to)

    6. Click Next.

    7. Leave the next screen as is by default. Click Next.

    8. In the next screen, uncheck all boxes. We will add this field to a new Article type/Page layout later.

    9. Click Save.

  5. Next, create a new Page Layout.

  6. Click Save.

  7. Drag your Rich Text field to the Knowledge Detail area:

  8. Next, create a new record type:

    1. Click Record Types in the left menu of the Object Manager.

    2. Click New.

    3. Fill in the fields something like below, but again you can choose your name:

    4. If you want to enable it for everyone, check all the boxes. You also need to make it the default record type for Paligo to be able to publish to it.

  9. Click Next.

  10. Select the Page Layout you created:

  11. Click Save.

  12. Now get the API field content for the Paligo settings:

    1. Click Fields & Relationships.

    2. Find your Rich Text field, and copy the field name:

  13. Finally, paste this into the API field content field in Paligo settings.