Install Knowbler in Salesforce

Activating Knowbler in Salesforce is possible after setting up client. If you haven't already, follow the instructions on Knowbler-Salesforce: Configuration in Knowbler and then return to this article. In this article are covered the

  • Essential permissions required of a user role to view Knowbler in a Salesforce org

  • The setting up of remote sites to enable data flow between an org and SearchUnify

  • Finally installation of Knowbler from AppExchange

Each step is important so follow the entire process scrupulously.

Essential Permissions and Prerequisites

  • Ensure that each agent who is going to use Knowbler is a Knowledge User in Salesforce. Check out the official Salesforce documentation on how to become a Knowledge User: Lightning Knowledge User Access

  • Enable Lightning Knowledge. Checkout the official Salesforce documentation: Enable Lightning Knowledge

  • Create at least one Record Type in the Knowledge object

Create Remote Sites

Remote sites transfer data between Knowbler and Salesforce. You need two of them. To create the first site, download Knowbler from SearchUnify, unzip it, open readme.txt, and copy the endpoint from the file. The endpoint is needed to create a remote site.

NOTE.

A quick reminder that you haven't already, follow the instructions on Configure Knowbler for Salesforce to create Knowbler.

  1. Go to Remote Site Settings from the quick find box in Setup.
  2. Click New Remote Site.
  3. Enter a name and description.
  4. The Remote Site URL is your Endpoint URL from readme.

The second remote site will be created after installing Knowbler. The Installation Complete page carries the endpoint to be used to create a second remote site.

IMPORTANT

Add both service endpoints into the list of CSP Trusted Sites. The instructions are on Manage CSP Trusted Sites.

Install and Activate Knowbler

To start with, ensure that you are a System Administrator in your org.

Then, in the Instructions to Install section in the readme file, open the first link to install Knowbler.

Install Knowbler for all users.

Find Knowbler Configuration in App Launcher and open it.

On the Configure Knowbler page, use endpoint to create a second remote site.

Enter values in all the fields and click Process. The provision key can be obtained by contacting your customer support representative (CSM).

Place Knowbler in Salesforce

In this section, you will create a Salesforce component and place Knowbler inside it. Then the component will be added to the Utility Bar where support agents can access it on each case page.

On the Case Page (Recommended)

This is what a newly-installed Knowbler a page looks like.

  1. Click Setup from to open Quick Find Box.
  2. Launch Service Console.

  3. Open a case and go to Edit Page.

  4. From Custom - Managed components, drag "Knowbler" to the case page.

  5. Save the page.

  6. Click Activate.

  7. Configure app settings and click Close.

  8. Return to the case page. The Knowbler app should be there.

On the Utility Bar

In this section, you will create a Salesforce component and place Knowbler inside it. Then the component will be added to the Utility Bar where support agents can access it on each case page.

  1. Click Setup from to open Quick Find Box.
  2. Launch App Manager.
  3. On Lightning Experience App Manager, select (or create) an app where Knowbler will be installed. For illustration, Knowbler will be installed in Service Console. To start installation, click > Edit on the Service Console row.

  4. Click Utility Items.

  5. Click Add Utility Item to launch a search box. Find and click Visualforce.

  6. The Page Name is always Knowbler Aura. Enter a name of your choice in Label and decide the Panel Width, Panel Height, and Height yourself. Click Save.

Knowbler application has been installed. Your agents can now start using it. A guide for agents is on Knowbler for Agents in Salesforce .

Troubleshooting

Return to the app where Knowbler has been installed, open a case page, and launch Knowbler. If editor doesn't show up on a case page, then add your Service Endpoint without https:// into CSP Trusted Sites. The instructions are on Manage CSP Trusted Sites.