Salesforce Connector

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The Salesforce Connector enables Search AI to index and search content managed in Salesforce, including knowledge articles and custom objects.

Specification	Details
Repository type	Cloud
Supported API version	API v57.0
Extractive model for answers	Not supported
Generative model for answers	Knowledge articles managed by Salesforce
RACL support	Yes
Auto permission resolution	Yes
Content filtering	Yes

Prerequisites

• A Salesforce Admin account, or an account with API access to all necessary Salesforce objects.

Authentication

Search AI supports the following OAuth 2.0 methods to access Salesforce:

• OAuth 2.0 Authorization Code grant type
• OAuth 2.0 Password grant type

Create an OAuth App in Salesforce

1. Log in to Salesforce and open Setup from the Setup icon.

   

2. The Object Manager home page opens.

   

3. Go to App Manager and click New Connected App.

   

4. Fill in basic app details — name, email address, logo, and icon.

   

5. Under the API section, enable OAuth Settings for API integration and set the callback URL for your region:

   • JP Region: https://jp-bots-idp.kore.ai/workflows/callback
   • DE Region: https://de-bots-idp.kore.ai/workflows/callback
   • Prod Region: https://idp.kore.com/workflows/callback

6. Add the following Selected OAuth Scopes:

   • Full access (full)
   • Perform requests at any time (refresh_token, offline_access)

7. Disable Require Proof Key for Code Exchange (PKCE) — Search AI does not support this Salesforce feature.

8. Leave remaining settings as default and click Save, then Continue.

   

9. Click Manage Consumer Details to generate the Consumer ID and Secret. Save both values for the next step.

Configure the Salesforce Connector in Search AI

Go to Sources > Connectors and select Salesforce. On the Authorization tab, enter the following and click Connect.

Field	Description
Name	Unique name for the connector
Consumer ID	Consumer ID generated from the Salesforce OAuth app
Consumer Secret Key	Consumer Secret generated from the Salesforce OAuth app
Type	Cloud (production) or Sandbox (test environment)

Once connected, the connector status changes to Connected and is ready for content ingestion.

Content Filters

The Salesforce Connector supports selective ingestion. To filter content, select Sync Specific Content and click Configure.

Define rules using a parameter, operator, and value:

Component	Description
Parameter	Select from commonly used fields in the dropdown, or add a custom parameter using +Add
Operator	Varies by parameter — equals, not equals, contains, etc.
Value	Expected value for the filter condition

For the full list of supported fields, see the Salesforce Knowledge Article Version API reference.

Example: Filter for articles published on a specific date.

Example: Filter for articles with a specific title and author.

Custom Object Ingestion

The Salesforce Connector can ingest Custom Objects from Salesforce. Configure custom object ingestion as follows:

1. In the Advanced Filter, select Custom Object.
2. Enter the exact Object Name as it appears in Salesforce to ensure accurate data retrieval.
3. By default, the connector fetches all available data for the specified object via Salesforce APIs.
4. Optionally, provide an Endpoint for Fetching Custom Object field if additional per-record data is needed. This endpoint is called for each record using its unique identifier to fetch additional metadata and content.
5. Optionally, define parameter-value filters to ingest only specific records. Parameter names must exactly match the field names in the Salesforce custom object.

Example: To ingest a custom object named my_custom_object:

• Enter my_custom_object in the Object Name field.
• Provide the API endpoint URL that returns metadata for this object.

RACL Support

Salesforce provides multi-level access control. The Search AI Connector supports the following access control mechanisms:

Supported Mechanism	Description
User Profiles	Baseline permissions based on role; control object-level and field-level access
Permission Sets	Additional permissions beyond the standard profile
Permission Set Groups	Combined permission sets for users with complex access requirements

The following access control methods are not currently supported:

Unsupported Mechanism	Description
Direct User Permissions	Custom access granted at the individual user level to override profile or permission-based restrictions
Data Category-Based Access Control	Restricts access based on predefined data categories (used in Salesforce Knowledge)

For each Salesforce object, Search AI populates the sys_racl field with permission entities corresponding to the permission sets, permission set groups, and user profiles that have access. For objects such as Case, Opportunities, Tasks, Contacts, and Accounts, the owner’s email ID is also included in sys_racl.

Use the Permission Entity APIs to associate users with permission entities.