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Setting up Salesforce and Salesforce Service Cloud as a Source

Connecting Salesforce or Salesforce Service Cloud as a Source in Guru allows teams to seamlessly bring critical customer and sales information into their knowledge workflows. This article explains how to set up each one.

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Access Required

Guru Access: You need to be an Admin, Source Creator, or relevant custom role to set up Sources.

Salesforce Access: you will need API Access, which is available in the following editions per Salesforce Help Page: Enterprise Edition, Unlimited Edition, Developer Edition, Performance Edition

  • A valid Salesforce User with API Access enabled can be used to access the API, per the Salesforce Developer site . You do not need to be an Admin in Salesforce to connect.

Setting Up Salesforce as a Source

  1. Navigate to Manage > Sources.
  2. Select Salesforce from the icon menu.
  3. Select Authorize Access.
    1. Optional: Rename the Source
  4. If you'd like to use your credentials to complete the process, select "Use my credentials (recommended)."
    1. Click *Next.
    2. *Enter your subdomain in the linking flow.and click Next. Log in to your Salesforce account and note your subdomain.
      1. For example, if you sign in at acme.service-now.com, enter acme.
    3. Enter your Salesforce credentials. Provide your username and password that you use to log into Salesforce.
    4. Follow the prompts to complete the setup.
  5. If you'd like to use a security token to organization ID to complete the process, select Salesforce Security token and Organization ID
    1. Click Next.
    2. To find or reset your Security Token:
      • From your personal settings, enter Reset in the Quick Find box.
      • Select Reset My Security Token, then click Reset Security Token.
      • Your new token will be sent to the email address listed in your Salesforce personal settings.
    3. To locate your Organization ID:
      • In Classic: Go to Setup > Administer > Company Profile > Company Information.
      • In Lightning: Click the Gear icon > Setup > Company Settings > Company Information.
      • Enter both values in the linking flow when prompted.
    4. Follow the prompts to complete the setup.

Objects Synced from Salesforce CRM

Primary objects are the objects used to generate the search record.

Salesforce CRM CategoryCommon Model / What You'll See During SetupObjects/Data Brought InKey Fields
OpportunitiesPrimary Object: OpportunityDeal opportunities and sales pipeline• Name • Description • Amount • Owner • Account • Stage • Status • Last activity at • Closed at • Remote created at • Remote ID • Remote data
AccountsPrimary Object: AccountCompanies and organizations• Name • Description • Industry • Website • Number of employees • Addresses • Phone numbers • Owner • Last activity at • Remote created at • Remote updated at • Remote ID • Remote data
UsersUserCRM users with login access• Name • Email • Is active • Remote ID • Remote data
NotesNoteNotes on other objects• Content • Owner • Contact • Account • Opportunity • Remote created at • Remote updated at • Remote ID • Remote data
StagesStageOpportunity pipeline stages• Name • Remote ID • Remote data
TasksTaskTo-do items and activities• Subject • Description • Status • Due date • Owner • Account • Contact • Opportunity • Completed date • Remote created at • Remote updated at • Remote ID • Remote data

Setting Up Salesforce Service Cloud as a Source

  1. Navigate to Manage > Sources.
  2. Select Salesforce from the icon menu.
  3. Select Authorize Access.
    1. Optional: Rename the Source
  4. Click Next.
  5. Under Ticket modified at > Is greater than or equal to, set the sync to begin from your chosen date.
    1. You have the option to add additional filters, as well, by clicking +Filter.
  6. Click Next.
  7. Enter your page domainand click Next.
    1. For example, if you sign in at https://mydomain.lightning.force.com..., enter mydomain.
  8. Enter your Salesforce credentials. Provide your username and password that you use to log into Salesforce.
  9. Follow the prompts to complete the setup.

Objects Synced

Salesforce Service Cloud CategoryCommon Model / What You'll See During SetupObjects/Data Brought InKey Fields
TicketsTicketCases and support tickets• Name • Description • Status • Priority • Ticket type • Ticket URL • Account • Contact • Creator • Assignees • Assigned teams • Collections • Parent ticket • Completed at • Due date • Remote created at • Remote updated at • Remote ID • Remote data
CommentsCommentCase comments and replies• Body • HTML body • Is private • User • Contact • Ticket • Remote created at • Remote ID • Remote data
AccountsAccountCompanies associated with cases• Name • Domains • Remote ID • Remote data
UsersUserService Cloud agents and admins• Name • Email address • Is active • Avatar • Roles • Teams • Remote ID • Remote data
CollectionsCollectionQueues and case groupings• Name • Description • Collection type • Parent collection • Remote ID • Remote data

Permissions

  • When you connect Salesforce as a source in Guru, you'll permission that content in Guru. Learn more here.
  • If someone is not provided with access in Guru to this source, they will not see Salesforce results in searches or when chatting with Guru.

Frequently asked questions

How do I connect my Salesforce sandbox (not production) to Guru as a source?

When connecting a Salesforce sandbox to Guru, you'll need to modify the redirect URL. By default, Guru shows the production link with your custom domain (e.g., yourcompany--dev). To connect your sandbox instead, add .sandbox to your custom domain.

For example:

Default (production): yourcompany--dev Sandbox version: yourcompany--dev.sandbox

Enter the sandbox version (yourcompany--dev.sandbox) when setting up the source connection, and you'll be able to successfully create the source with your sandbox environment.

Can I sync Custom Objects into Guru?

Yes, you can sync customer objects by connecting a separate source for Salesforce SOQL. If you'd like to explore this, contact Guru support by emailing [email protected] and we'll provide you with support!

Can I sync Custom Fields into Guru?

Yes, Guru can sync custom fields from the Account and Opportunity objects.

What about Lookup or Master-Detail fields? If the field is a Lookup or Master-Detail type (meaning it references another object and appears as a clickable blue link in Salesforce), Guru will display the 18-digit Salesforce record ID instead of the related record’s name. This is expected behavior, as Guru is pulling the stored value directly from Salesforce.

What should I do if I see "error authenticating. please close window and try again"?

This error occurs when the connected app is blocked in your Salesforce instance. A Salesforce admin needs to unblock the app before you can complete the connection.

To unblock the app:

  1. Access the Connected Apps settings. A Salesforce admin must navigate to: https://{your-subdomain}.my.salesforce-setup.com/lightning/setup/ConnectedAppsUsage/home. Replace {your-subdomain} with the subdomain you entered in the "Enter your subdomain" step during the Guru linking process.

  2. Check for a blocked Merge app in Salesforce. Locate the Merge connected app in the list. If it's blocked, click Unblock in the Actions column. Merge facilitates the sync between Salesforce and Guru.

  3. Retry the linking process. Return to Guru and attempt to connect your Salesforce source again.

Updated 7 days ago