How to Connect a Chatbot to Salesforce Knowledge Base

Greetings, everyone.

In today’s session, we’ll guide you through how to link your Salesforce Knowledge Base to your Kommunicate chatbot.

To get started, make sure you have a Kommunicate account. We’ll also log in to the Salesforce account and keep it ready.

Now, we are on the Knowledge tab in Salesforce. This is the hub for all your articles.

For this tutorial, we have created a new article titled:

How do I sign up for your loyalty program?

To create a simple chatbot, let’s return to the Kommunicate platform.

Navigate to the Bot Integrations tab and create a new bot using Kompose, Kommunicate’s in-house chatbot builder.

The process is simple and straightforward.

We’ll create a chatbot by choosing a blank template and naming it Salesforce FAQ.

After saving the settings, we’ll move ahead and finalize the bot setup.

And there you have it. Our bot is now ready.

This shows how easy it is to create a chatbot with Kommunicate.

Next, let’s set up the welcome message.

We’ll start with a friendly greeting:

Hi there, hope you are doing well.

Then, we’ll add another message:

How may I assist you today?

Don’t forget to save these settings.

To link our chatbot with the Salesforce Knowledge Base, click on the Knowledge Source tab.

Here, you’ll see three options. For this tutorial, we’ll select Knowledge Base.

Salesforce will be listed here along with Zendesk Knowledge Base.

Click on Salesforce.

You’ll then be prompted to connect your Salesforce account by clicking the Connect to Salesforce button.

If you’re already logged in, the connection will be established automatically once you click this button.

As you can see, the authentication was successful.

If you’re not logged in, you’ll be asked to enter your Salesforce account details.

After logging in, click on the toggle button to establish the connection.

The Salesforce connection settings, which link your chatbot to the Salesforce Knowledge Base, are now updated.

Earlier, we created an article with this question:

How do I sign up for your loyalty program?

Now, let’s test the chatbot by asking the same question.

The chatbot first displays the welcome message we configured.

Now, let’s ask the question from the article:

How do I sign up for your loyalty program?

Let’s see if the chatbot can provide the correct answer.

As you can see, the chatbot fetches the answer from the article we created. The question is answered here, along with the source.

Similarly, you can create as many articles as needed, and the chatbot can use them to answer customer questions.

That’s how simple it is to connect your Salesforce Knowledge Base with Kommunicate.

If you have any further questions, feel free to schedule a demo with us or sign up for a free trial to test our chatbot.

Thank you.

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