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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 in Guru 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

Opportunities

Accounts

Users

Notes

Stages

Tasks

Account Amount Close Date Description Last Activity Timestamp Name Owner Remote Created Timestamp Stage Status

Addresses Description Industry Last Activity Timestamp Name Number Of Employees Owner Phone Numbers Remote Created Timestamp Remote Updated Timestamp Website Address Address Type Address City Address Country Address Postal Code Address State Address Street 1 Phone Number Phone Number Type

Email Is Active Name

Account Content Opportunity Owner Remote Created Timestamp Remote Updated Timestamp

Name

Account Completed Date Content Due Date Opportunity Owner Status Subject Next

Can I sync Custom Objects into Guru?

No, Guru does not currently sync custom objects from Salesforce. Guru only syncs data from the following standard objects: Account, Opportunity, Note, Stage, Task, and User.

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.

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

Tickets

Comments

Accounts

Users

Collections

Account Assignees Collections Completed Timestamp Creator Description Name Parent Ticket Priority Remote Created Timestamp Remote Updated Timestamp Status Ticket Type Ticket URL

Body Remote Created Timestamp Ticket User

Name Domains

Avatar Email Address Is Active Name

Collection Type Description Parent Collection

Updated about 6 hours ago