> For the complete documentation index, see [llms.txt](https://support.ariglad.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.ariglad.com/integrations/how-to-integrate-salesforce-with-ariglad.md).
# How To: Integrate Salesforce with Ariglad
This guide walks you through installing the Salesforce integration in Ariglad and, if your team uses brand/business-unit siloing in Salesforce, how to share the right field information with your Ariglad account manager.
The setup has two parts:
1. **Install the integration** — create an External Client App in Salesforce and connect it to Ariglad.
2. **(Optional) Configure brand siloing** — tell Ariglad which custom fields on `Knowledge__kav` (articles) and `Case` (tickets) identify each brand.
***
### Before you start
You will need:
* A Salesforce user with **System Administrator** (or equivalent) permissions in the org you want to connect.
* Access to the email address associated with that Salesforce user (Salesforce sends a verification code during setup).
* An Ariglad workspace with permission to manage integrations.
***
### Part 1 — Install the integration
#### Step 1. Open the Salesforce integration in Ariglad
1. In Ariglad, go to **Settings → Integrations**.
2. Find **Salesforce** and click **Connect**.
3. Keep this Ariglad window open — you'll come back to it after setting things up in Salesforce.
#### Step 2. Create an External Client App in Salesforce
1. Log in to your Salesforce org as an administrator.
2. Click the gear icon (top right) and choose **Setup**.
3. In the **Quick Find** box, type **External Client App Manager** and open it.
4. Click **New External Client App** in the top right.
#### Step 3. Fill in the basic information
Use the values Ariglad shows on the setup screen — they can be copied with the copy button next to each field:
| Field | Value |
| ------------------------ | --------------------- |
| External Client App Name | `Ariglad Integration` |
| Contact Email | `support@ariglad.com` |
| Distribution State | `Local` |
> Set **Distribution State** to **Local** unless you specifically need to package the app for multiple orgs.
#### Step 4. Enable OAuth
1. Scroll down to **API (Enable OAuth Settings)** and expand the section.
2. Tick **Enable OAuth**. Additional OAuth fields will appear.
#### Step 5. Configure OAuth settings
1. **Callback URL** — copy this from the Ariglad setup screen and paste it in. It will look like: `https://ai.ariglad.com/api/ticketing_integration/oauth/authorize`
2. **OAuth Scopes** — add the following:
* **Manage user data via APIs (api)**
* **Perform requests at any time (refresh\_token, offline\_access)**
3. Under **Security**, tick:
* **Require Secret for Refresh Token**
4. **Uncheck** **Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows** — Ariglad handles PKCE on its end.
5. Click **Create** to save the External Client App.
#### Step 6. Retrieve the Consumer Key and Secret
1. On the new app's detail page, open the **Settings** tab.
2. In **OAuth Settings**, click **Consumer Key and Secret**.
3. Salesforce will email a verification code to the admin user. Enter it.
4. Copy the **Consumer Key** and **Consumer Secret** and paste each into the matching field in Ariglad.
#### Step 7. Set the OAuth policy
This step is required for refresh tokens to work — Ariglad will lose access after an hour without it.
1. On the app's detail page, click the **Policies** tab and then **Edit**.
2. Under **OAuth Policies**, set:
* **Permitted Users** → **All users may self-authorize**
* **Refresh Token Policy** → **Refresh token is valid until revoked**
3. Click **Save**.
#### Step 8. Provide your Salesforce domain
1. In Salesforce **Setup**, search for **My Domain** in the Quick Find box.
2. Copy the value of **Current My Domain URL** (e.g. `mycompany.my.salesforce.com`). Do not include `https://` or any path after `.com`.
3. Paste it into the **Salesforce Domain** field in Ariglad.
#### Step 9. Authorize
Click **Authorize** in Ariglad. You'll be redirected to Salesforce to confirm the connection, then returned to Ariglad. The integration is now live and Ariglad will start syncing Cases and Knowledge articles.
***
### Part 2 — Brand / business-unit siloing (optional)
Skip this section if you only operate a single brand in Salesforce.
If you run **multiple brands** (or business units, regions, product lines, etc.) inside one Salesforce org and want Ariglad to keep them separate, you can tell Ariglad which **custom field** on `Knowledge__kav` and `Case` identifies the brand. Ariglad will then:
* Only fetch articles and cases that match the brand value(s) you specify.
* Stamp newly created or updated articles with the configured brand value, so they land in the right brand.
#### What you need to set up in Salesforce first
Your Salesforce admin needs to create one custom field per object you want to silo. The field on `Knowledge__kav` and the field on `Case` are **independent** — even if you give them the same API name, they are separate fields.
For each object (`Knowledge__kav` for articles, `Case` for tickets):
1. Create a custom field — typically a **Picklist** with one entry per brand, or a **Text** field.
2. Make sure the field is **filterable**, **createable**, and **updateable**.
3. Grant **Field-Level Security (FLS)** read/write access on the field to the user/profile that authorized the Ariglad integration.
You don't have to add the field to both objects — for example, if you only want to silo tickets but not articles, just add it to `Case`.
#### What to send your Ariglad account manager
Send the following so we can configure the integration on our side. A short email or Slack message is fine.
**Required**
* Whether you want siloing applied to **articles**, **tickets**, or **both**.
* The **API name** of the custom field on each object you want siloed. Examples:
* Articles: `Brand__c` on `Knowledge__kav`
* Tickets: `Brand__c` on `Case`
* The **values** of that field that should be **included** for this Ariglad workspace (one workspace = one brand). Examples: `BrandA`, `01I5g000000abcdEAA`.
* For article creation: the **single value** Ariglad should stamp on new/updated articles so they land in the correct brand.
**Optional**
* Any values that should be explicitly **excluded** (handy if your include list is open-ended).
* If you have multiple Ariglad workspaces (one per brand), the same information for each.
#### A copy-pasteable template
```
Salesforce org: mycompany.my.salesforce.com
Ariglad workspace: Brand A
Articles
Custom field API name (on Knowledge__kav): Brand__c
Include values: ["BrandA"]
Exclude values: []
Value to stamp on create/update: "BrandA"
Tickets
Custom field API name (on Case): Brand__c
Include values: ["BrandA"]
Exclude values: []
```
#### How to find the field's API name in Salesforce
1. Go to **Setup → Object Manager**.
2. Open **Knowledge** (for articles) or **Case** (for tickets).
3. Click **Fields & Relationships**.
4. Find your brand field. The **Field Name** column (ending in `__c` for custom fields) is the API name to send us.
#### How to find a picklist value or RecordType ID
* **Picklist values**: Setup → Object Manager → object → Fields & Relationships → your field. The exact strings under **Values** are what you'll send.
* **RecordType IDs** (only relevant if you're using `RecordTypeId` instead of a custom field): open the Record Type and copy the 18-character ID from the URL.
***
### Troubleshooting
**The integration disconnects after about an hour.** The OAuth policy wasn't set correctly. Repeat **Step 7** and make sure **Refresh Token Policy** is **Refresh token is valid until revoked**.
**Ariglad isn't pulling any articles or cases after siloing was configured.** The configured field may not exist on that object, or the integration user doesn't have FLS access to it. Confirm both, then re-authorize the integration.
**New articles created from Ariglad land in the wrong brand.** The "value to stamp on create/update" wasn't sent to your account manager, or the field isn't marked as updateable. Send the value, and confirm the field is createable/updateable in Setup.
**I can see articles for other brands too.** Either no include values were configured, or the include list contains values for more than one brand. Send your account manager the corrected list.
***
If anything in this guide is unclear or you hit a snag, reach out at **** and we'll help you finish the setup.
---
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