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Admin Guide

  • Updated

Configure Acrolinx for your needs in Salesforce.

Note

To set up Acrolinx for Salesforce Knowledge, you'll need admin privileges in Salesforce.

To set up Acrolinx for Salesforce Knowledge, do the following:

Acrolinx for Salesforce Knowledge 3.13

1. Prepare Your Instance

Prepare Your Instance

Acrolinx Platform Configurations
Enable Cross-Origin Resource Sharing (CORS)

Enable Cross-Origin Resource Sharing (CORS) between Salesforce and your Acrolinx Platform. See our article on how to enable CORS.

Set Up SSO

SSO lets you skip the browser-based sign-in process for the Acrolinx Sidebar. Learn how to set up Acrolinx for SSO.

Once you’ve enabled SSO, click the toggle switch next to Use SSO in the Acrolinx Setup. Enter your password in the Password field.

Salesforce Permissions

To use Acrolinx for Salesforce, writers need to have access to the knowledge base and one of two permission sets:

  • Acrolinx User - has access to the features that come with Acrolinx for Salesforce.

  • Acrolinx Administrator - has access to the Acrolinx User and can access the administrative page. There, you can see logs, batch check results, and other options set up by a system administrator.

Assign Permissions to Your Writers

To use Acrolinx for Salesforce, writers need knowledge-base access and the Acrolinx User or Acrolinx Administrator permission set.

To assign one or both of the Acrolinx permissions, do the following:

  1. From Setup, enter “Users” in the Quick Find box. Select Users.

  2. Click the name of the user that you want to assign permissions to. This will open the user's profile.

  3. Navigate to the Permission Set Assignments section of the user profile and click Edit Assignments.

  4. Select a permission in the Available Permission Sets column, and click Add to move it to the Enabled Permission Sets column.

    Note

    If you want a user to run batch checks, you'll also need to add the “Run Flows” permission to the Enabled Permission Sets column.

  5. Click Save.

Generate Private Key and Server Certificate

To generate the private key and server certificate using the OpenSSL library, do the following:

Tip

Don't have OpenSSL? Learn how to install it.

  1. Run the command below to generate a private key. It will return your server.pass.key file.

    openssl genrsa -des3 -passout pass:x -out server.pass.key 2048

  2. Use the server.pass.key file to create another key file via the command below:

    openssl rsa -passin pass:x -in server.pass.key -out server.key

    It will return your server.key file. The server.key is your RSA private key.

  3. Request and generate the certificate with the following command:

    openssl req -new -key server.key -out server.csr

    Once you run the command, you'll need to provide some information:

    • Country Name: <your country>

    • State or Province Name: <your state>

    • Locality Name (city): <your city>

    • Organization Name: <your company>

    • Organization Unit Name: <your company>

    • Common Name: <optional>

    • Email Address: <your email address>

  4. Generate the SSL certificate with the following command:

    openssl x509 -req -sha256 -days 365 -in server.csr -signkey server.key -out server.crt

    It will return your Server.Crt file. Server.Crt is your digital signature certificate.

Tip

Keep the keys that you generate in a safe place – especially the keys from steps 2 and 4.

2. Set Up Acrolinx

Set Up Acrolinx

When you open Acrolinx in Salesforce Knowledge, you'll see a tab for the Acrolinx Setup Guide. This walks you through the steps needed to configure Acrolinx and connect to the Acrolinx Platform.

To get started, open Acrolinx in Salesforce and go to Acrolinx Setup Guide > Set up Acrolinx (Required).

Notice

Before you start, be sure to complete the step “Generate Private Key and Server Certificate” in Prepare Your Instance.

1. Create the Connected App

Salesforce_CreateConnectedApp.png

Connected apps let you integrate external applications into Salesforce.

Add a new connected app via the app manager and enter the required information:

Field

Description

Connected App Name

The unique name displayed in the App Manager and on the app's launcher tile. Don't reuse this name within your org.

API Name

The API name used when referring to your app from a program. By default, this name won't include spaces. You can only enter letters, numbers, and underscores.

Contact Email

The contact email for you or your support team.

Enable OAuth Settings

Grant access to Salesforce data on behalf of an external application (Acrolinx, in this case).

Callback URL

The endpoint that Salesforce calls back to your application during OAuth. It’s the same as the OAuth redirect URI. Depending on which OAuth flow you use, the URL is typically the one that a user’s browser is redirected to after successful authorization. Make sure that the URL uses secure HTTPS or a custom URI scheme.

Use digital signatures

Select if you’re using the JWT OAuth flow. Add the certificate on your system to upload for the JWT OAuth flow.

The certificate size is limited to 4 KB.

Selected OAuth Scopes

OAuth scopes define permissions for the connected app. These are granted as tokens after the app is authorized.

Manage user data via APIs (api) - Gives access to the current, signed-in user’s account using APIs.

Perform requests at any time (refresh_token, offline_access) - Allows a refresh token to be returned when the requesting client is eligible to receive one. With a refresh token, the app can interact with the user’s data while the user is offline. This token is synonymous with requesting offline_access.

Once you've added this information, be sure to mark the steps as Done in the setup guide.

2. Set Permissions

Salesforce_SetPermissions.png

In this step, you'll create a new permission set for the Acrolinx Sidebar and assign it to your users.

Enter the required information:

Field

Description

Label

The permission set label, which corresponds to Label in the user interface. Limit: 80 characters.

API Name

The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores.

3. Provide the Consumer Key and Private Key

Salesforce_ProvideConsumerKeyPrivateKey.png

Click Edit to add the consumer key from the connected app and the private key that you generated in the Prepare Your Instance section of the Acrolinx for Salesforce Knowledge Admin Guide.

Enter the required information:

Field

Description

Consumer Key

Identifies the customer to Salesforce and a consumer secret establishes the ownership of the consumer key.

Private Key

Used in the encryption/decryption of data sent between your server and Salesforce. You create this when you request your certificate with a Certificate Signing Request (CSR).

Once you've added this information, be sure to mark the step as Done in the setup guide.

4. Connect to the Acrolinx Platform

Salesforce_ConnecttoAcrolinx.png

Connect to the Acrolinx Platform via Salesforce.

In this step, you'll provide your unique Acrolinx URL, add it to the Remote Site Settings, and set up SSO.

  1. Click Edit and paste your Acrolinx URL into the Acrolinx URL field.

  2. Click Add next to Add the Acrolinx URL to the Remote Site Settings.

  3. After that, click Edit to turn on SSO and enter your SSO password in the Password field.

6. Edit the Record Page

Salesforce_EditRecordPage.png

In this step, you'll add components to the record page in Salesforce so you can check articles with Acrolinx and view the Acrolinx Score.

7. Set Up Batch Checking (Optional)

Salesforce_SetUpBatchChecking.png

You'll only complete this step if your license includes batch checking. To get started, click the tab Set up Batch Checking (Optional)

Set the maximum number of parallel checks and click Add to enable batch checking from the list view.

After you add a button to the List View Button Layout, mark the step as Done in the setup guide.

Add Fields

Note

When you use both batch and automated checking, any fields that you add will apply to both check types. For example, if you configure fields for batch checking, those fields will be automatically configured for automated checking.

Salesforce_Updated__Add_Fields__screenshot.png

This step lets you add Acrolinx-specific fields to the Knowledge object so that important checking information appears where you need it. This step is optional for Sidebar checks. If your license includes automated checking, the fields are required.

You can name the fields whatever you'd like, but you might choose something like the following:

Tip

To display a field, be sure to add it to the record page layout.

Field label

Description

Acrolinx Score

Field to store the Acrolinx Score.

Acrolinx Scorecard

Field to store a link to the Acrolinx Scorecard.

Embed Scorecard

Field to embed the Acrolinx Scorecard link below the Acrolinx Score.

Last Checked

Add a field to store the article’s last checked date.

Score Status

Add a field to store the “Score Status” color value.

Score Color

Add a field to display the “Score Status” color.

8. Set Up Automated Checking (Optional)

You'll only complete this step if your license includes automated checking.

Recommended setup
Salesforce_SetUpAutomatedChecking.png

Click Apply to create a flow that starts an automatic Acrolinx check when you save or update an article.

Note

Be sure to deactivate the trigger that you set up in earlier versions of Acrolinx for Salesforce Knowledge before you click Apply.

Review the flow logic and mark the step as Done.

Add Fields

Note

When you use both batch and automated checking, any fields that you add will apply to both check types. For example, if you configure fields for automated checking, those fields will be automatically configured for batch checking.

Salesforce_Updated__Add_Fields__screenshot.png

This step lets you add Acrolinx-specific fields to the Knowledge object so that important checking information appears where you need it. This step is optional for Sidebar checks. If your license includes automated checking, the fields are required.

You can name the fields whatever you'd like, but you might choose something like the following:

Tip

To display a field, be sure to add it to the record page layout.

Field label

Description

Acrolinx Score

Field to store the Acrolinx Score.

Acrolinx Scorecard

Field to store a link to the Acrolinx Scorecard.

Embed Scorecard

Field to embed the Acrolinx Scorecard link below the Acrolinx Score.

Last Checked

Add a field to store the article’s last checked date.

Score Status

Add a field to store the “Score Status” color value.

Score Color

Add a field to display the “Score Status” color.

Alternative setup

Caution

If the recommended setup doesn't work with your system, contact Acrolinx.

  1. Go to Setup > Custom Settings.

  2. Navigate to Manage > Edit. Select Setup Platform Event for Automated Check.

  3. Go to Acrolinx Setup Guide > Setup Automated Check > Enable Platform Events for Automated Checking.

  4. Follow the steps in the dropdown.

    Acrolinx_Salesforce_Platform_Event.png

  5. Click Activate.

9. Customize the Edit with Acrolinx Page (Optional)

Salseforce_Customize_edit_with_Acrolinx_page.png

This step lets you exclude certain Knowledge article fields from an Acrolinx check. These will also be hidden from the "Edit with Acrolinx" page.

Go to the Customize the "Edit with Acrolinx" Page (Optional) tab. Then, click Add to create a new field set for the fields that you want to exclude.

Once you've configured the field set with the preferred fields, mark the step as Done.

Notice

You'll also need to update your Salesforce Content Profile to exclude these fields.

To update your Content Profile, do the following:

  1. Open the Extraction tab.

  2. Enter div isExcludedWithFieldSet="true“ in the Element Name column.

  3. Select exclude in the Filter Mode column.

  4. Press Enter to add it.

Start Manual Cache Cleanup (Optional)

If you want to clear the cache immediately after you make a change to the Knowledge layout, you can do so via the command line. Otherwise, the cache will refresh automatically. The automatic refresh takes 6 hours.

To clear the cache immediately, do the following:

  1. To get started, open Acrolinx in Salesforce and click Acrolinx Setup Guide.

  2. Click the tab Clear Cache for Batch Checking (Optional).

  3. Select a user from the dropdown and click Clear Cache.

Note

The cache can only be cleared for a specific user. You can't clear the cache for a group of users.

Archived versions

Acrolinx for Salesforce Knowledge 3.11 and 3.12

1. Prepare Your Instance

Prepare Your Instance
Acrolinx Platform Configurations
Enable Cross-Origin Resource Sharing (CORS)

Enable Cross-Origin Resource Sharing (CORS) between Salesforce and your Acrolinx Platform. See our article on how to enable CORS.

Set Up SSO

SSO lets you skip the browser-based sign-in process for the Acrolinx Sidebar. Learn how to set up Acrolinx for SSO.

Once you’ve enabled SSO, click the toggle switch next to Use SSO in the Acrolinx Setup. Enter your password in the Password field.

Salesforce Permissions

To use Acrolinx for Salesforce, writers need to have access to the knowledge base and one of two permission sets:

  • Acrolinx User - has access to the features that come with Acrolinx for Salesforce.

  • Acrolinx Administrator - has access to the Acrolinx User and can access the administrative page. There, you can see logs, batch check results, and other options set up by a system administrator.

Assign Permissions to Your Writers

To use Acrolinx for Salesforce, writers need knowledge-base access and the Acrolinx User or Acrolinx Administrator permission set.

To assign one or both of the Acrolinx permissions, do the following:

  1. From Setup, enter “Users” in the Quick Find box. Select Users.

  2. Click the name of the user that you want to assign permissions to. This will open the user's profile.

  3. Navigate to the Permission Set Assignments section of the user profile and click Edit Assignments.

  4. Select a permission in the Available Permission Sets column, and click Add to move it to the Enabled Permission Sets column.

    Note

    If you want a user to run batch checks, you'll also need to add the “Run Flows” permission to the Enabled Permission Sets column.

  5. Click Save.

Generate Private Key and Server Certificate

To generate the private key and server certificate using the OpenSSL library, do the following:

Tip

Don't have OpenSSL? Learn how to install it.

  1. Run the command below to generate a private key. It will return your server.pass.key file.

    openssl genrsa -des3 -passout pass:x -out server.pass.key 2048

  2. Use the server.pass.key file to create another key file via the command below:

    openssl rsa -passin pass:x -in server.pass.key -out server.key

    It will return your server.key file. The server.key is your RSA private key.

  3. Request and generate the certificate with the following command:

    openssl req -new -key server.key -out server.csr

    Once you run the command, you'll need to provide some information:

    • Country Name: <your country>

    • State or Province Name: <your state>

    • Locality Name (city): <your city>

    • Organization Name: <your company>

    • Organization Unit Name: <your company>

    • Common Name: <optional>

    • Email Address: <your email address>

  4. Generate the SSL certificate with the following command:

    openssl x509 -req -sha256 -days 365 -in server.csr -signkey server.key -out server.crt

    It will return your Server.Crt file. Server.Crt is your digital signature certificate.

Tip

Keep the keys that you generate in a safe place – especially the keys from steps 2 and 4.

2. Set Up Acrolinx

Set Up Acrolinx

When you open Acrolinx in Salesforce Knowledge, you'll see a tab for the Acrolinx Setup Guide. This walks you through the steps needed to configure Acrolinx and connect to the Acrolinx Platform.

To get started, open Acrolinx in Salesforce and go to Acrolinx Setup Guide > Set up Acrolinx (Required).

Notice

Before you start, be sure to complete the step “Generate Private Key and Server Certificate” in Prepare Your Instance.

1. Create the Connected App

Salesforce_CreateConnectedApp.png

Connected apps let you integrate external applications into Salesforce.

Add a new connected app via the app manager and enter the required information:

Field

Description

Connected App Name

The unique name displayed in the App Manager and on the app's launcher tile. Don't reuse this name within your org.

API Name

The API name used when referring to your app from a program. By default, this name won't include spaces. You can only enter letters, numbers, and underscores.

Contact Email

The contact email for you or your support team.

Enable OAuth Settings

Grant access to Salesforce data on behalf of an external application (Acrolinx, in this case).

Callback URL

The endpoint that Salesforce calls back to your application during OAuth. It’s the same as the OAuth redirect URI. Depending on which OAuth flow you use, the URL is typically the one that a user’s browser is redirected to after successful authorization. Make sure that the URL uses secure HTTPS or a custom URI scheme.

Use digital signatures

Select if you’re using the JWT OAuth flow. Add the certificate on your system to upload for the JWT OAuth flow.

The certificate size is limited to 4 KB.

Selected OAuth Scopes

OAuth scopes define permissions for the connected app. These are granted as tokens after the app is authorized.

Manage user data via APIs (api) - Gives access to the current, signed-in user’s account using APIs.

Perform requests at any time (refresh_token, offline_access) - Allows a refresh token to be returned when the requesting client is eligible to receive one. With a refresh token, the app can interact with the user’s data while the user is offline. This token is synonymous with requesting offline_access.

Once you've added this information, be sure to mark the steps as Done in the setup guide.

2. Set Permissions

Salesforce_SetPermissions.png

In this step, you'll create a new permission set for the Acrolinx Sidebar and assign it to your users.

Enter the required information:

Field

Description

Label

The permission set label, which corresponds to Label in the user interface. Limit: 80 characters.

API Name

The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores.

3. Provide the Consumer Key and Private Key

Salesforce_ProvideConsumerKeyPrivateKey.png

Click Edit to add the consumer key from the connected app and the private key that you generated in the Prepare Your Instance section of the Acrolinx for Salesforce Knowledge Admin Guide.

Enter the required information:

Field

Description

Consumer Key

Identifies the customer to Salesforce and a consumer secret establishes the ownership of the consumer key.

Private Key

Used in the encryption/decryption of data sent between your server and Salesforce. You create this when you request your certificate with a Certificate Signing Request (CSR).

Once you've added this information, be sure to mark the step as Done in the setup guide.

4. Connect to the Acrolinx Platform

Salesforce_ConnecttoAcrolinx.png

Connect to the Acrolinx Platform via Salesforce.

In this step, you'll provide your unique Acrolinx URL, add it to the Remote Site Settings, and set up SSO.

  1. Click Edit and paste your Acrolinx URL into the Acrolinx URL field.

  2. Click Add next to Add the Acrolinx URL to the Remote Site Settings.

  3. After that, click Edit to turn on SSO and enter your SSO password in the Password field.

6. Edit the Record Page

Salesforce_EditRecordPage.png

In this step, you'll add components to the record page in Salesforce so you can check articles with Acrolinx and view the Acrolinx Score.

7. Set Up Batch Checking (Optional)

Salesforce_SetUpBatchChecking.png

You'll only complete this step if your license includes batch checking. To get started, click the tab Set up Batch Checking (Optional)

Set the maximum number of parallel checks and click Add to enable batch checking from the list view.

After you add a button to the List View Button Layout, mark the step as Done in the setup guide.

Add Fields

Note

When you use both batch and automated checking, any fields that you add will apply to both check types. For example, if you configure fields for batch checking, those fields will be automatically configured for automated checking.

Salesforce_Updated__Add_Fields__screenshot.png

This step lets you add Acrolinx-specific fields to the Knowledge object so that important checking information appears where you need it. This step is optional for Sidebar checks. If your license includes automated checking, the fields are required.

You can name the fields whatever you'd like, but you might choose something like the following:

Tip

To display a field, be sure to add it to the record page layout.

Field label

Description

Acrolinx Score

Field to store the Acrolinx Score.

Acrolinx Scorecard

Field to store a link to the Acrolinx Scorecard.

Embed Scorecard

Field to embed the Acrolinx Scorecard link below the Acrolinx Score.

Last Checked

Add a field to store the article’s last checked date.

Score Status

Add a field to store the “Score Status” color value.

Score Color

Add a field to display the “Score Status” color.

8. Set Up Automated Checking (Optional)

You'll only complete this step if your license includes automated checking.

Recommended setup

Salesforce_SetUpAutomatedChecking.png

Click Apply to create a flow that starts an automatic Acrolinx check when you save or update an article.

Note

Be sure to deactivate the trigger that you set up in earlier versions of Acrolinx for Salesforce Knowledge before you click Apply.

Review the flow logic and mark the step as Done.

Add Fields

Note

When you use both batch and automated checking, any fields that you add will apply to both check types. For example, if you configure fields for automated checking, those fields will be automatically configured for batch checking.

Salesforce_Updated__Add_Fields__screenshot.png

This step lets you add Acrolinx-specific fields to the Knowledge object so that important checking information appears where you need it. This step is optional for Sidebar checks. If your license includes automated checking, the fields are required.

You can name the fields whatever you'd like, but you might choose something like the following:

Tip

To display a field, be sure to add it to the record page layout.

Field label

Description

Acrolinx Score

Field to store the Acrolinx Score.

Acrolinx Scorecard

Field to store a link to the Acrolinx Scorecard.

Embed Scorecard

Field to embed the Acrolinx Scorecard link below the Acrolinx Score.

Last Checked

Add a field to store the article’s last checked date.

Score Status

Add a field to store the “Score Status” color value.

Score Color

Add a field to display the “Score Status” color.

Alternative setup

Caution

If the recommended setup doesn't work with your system, contact Acrolinx.

  1. Go to Setup > Custom Settings.

  2. Navigate to Manage > Edit. Select Setup Platform Event for Automated Check.

  3. Go to Acrolinx Setup Guide > Setup Automated Check > Enable Platform Events for Automated Checking.

  4. Follow the steps in the dropdown.

    Acrolinx_Salesforce_Platform_Event.png

  5. Click Activate.

9. Customize the Edit with Acrolinx Page (Optional)

Salseforce_Customize_edit_with_Acrolinx_page.png

This step lets you exclude certain Knowledge article fields from an Acrolinx check. These will also be hidden from the "Edit with Acrolinx" page.

Go to the Customize the "Edit with Acrolinx" Page (Optional) tab. Then, click Add to create a new field set for the fields that you want to exclude.

Once you've configured the field set with the preferred fields, mark the step as Done.

Notice

You'll also need to update your Salesforce Content Profile to exclude these fields.

To update your Content Profile, do the following:

  1. Open the Extraction tab.

  2. Enter div isExcludedWithFieldSet="true“ in the Element Name column.

  3. Select exclude in the Filter Mode column.

  4. Press Enter to add it.

Enable Lightning Editor (Optional)

Enable Acrolinx Lightning Editor (Optional)

Notice

When you install Acrolinx for Salesforce Knowledge version 3.8 for the first time, Acrolinx will load the Acrolinx Lightning Editor (CKEditor) by default. If you want to switch to the new Acrolinx Lightning Editor (TinyMCE), the following steps are required.

To start using the Acrolinx Lightning Editor (TinyMCE), do the following:

  1. Go to Setup > Custom Settings.

  2. Click Manage next to Acrolinx Configuration Settings.

  3. If there are no records click New, if there’s a record click Edit.

    Salesforce__New_Configuration_Lightning_Editor.png

  4. Click the check box next to Enable Acrolinx Lightning Editor.

  5. Click Save.

Start Manual Cache Cleanup (Optional)

If you want to clear the cache immediately after you make a change to the Knowledge layout, you can do so via the command line. Otherwise, the cache will refresh automatically. The automatic refresh takes 6 hours.

To clear the cache immediately, do the following:

  1. To get started, open Acrolinx in Salesforce and click Acrolinx Setup Guide.

  2. Click the tab Clear Cache for Batch Checking (Optional).

  3. Select a user from the dropdown and click Clear Cache.

Note

The cache can only be cleared for a specific user. You can't clear the cache for a group of users.

Acrolinx for Salesforce Knowledge 3.10

1. Prepare Your Instance

Prepare Your Instance
Acrolinx Platform Configurations
Enable Cross-Origin Resource Sharing (CORS)

Enable Cross-Origin Resource Sharing (CORS) between Salesforce and your Acrolinx Platform. See our article on how to enable CORS.

Set Up SSO

SSO lets you skip the browser-based sign-in process for the Acrolinx Sidebar. Learn how to set up Acrolinx for SSO.

Once you’ve enabled SSO, click the toggle switch next to Use SSO in the Acrolinx Setup. Enter your password in the Password field.

Salesforce Permissions

To use Acrolinx for Salesforce, writers need to have access to the knowledge base and one of two permission sets:

  • Acrolinx User - has access to the features that come with Acrolinx for Salesforce.

  • Acrolinx Administrator - has access to the Acrolinx User and can access the administrative page. There, you can see logs, batch check results, and other options set up by a system administrator.

Assign Permissions to Your Writers

To use Acrolinx for Salesforce, writers need knowledge-base access and the Acrolinx User or Acrolinx Administrator permission set.

To assign one or both of the Acrolinx permissions, do the following:

  1. From Setup, enter “Users” in the Quick Find box. Select Users.

  2. Click the name of the user that you want to assign permissions to. This will open the user's profile.

  3. Navigate to the Permission Set Assignments section of the user profile and click Edit Assignments.

  4. Select a permission in the Available Permission Sets column, and click Add to move it to the Enabled Permission Sets column.

    Note

    If you want a user to run batch checks, you'll also need to add the “Run Flows” permission to the Enabled Permission Sets column.

  5. Click Save.

Generate Private Key and Server Certificate

To generate the private key and server certificate using the OpenSSL library, do the following:

Tip

Don't have OpenSSL? Learn how to install it.

  1. Run the command below to generate a private key. It will return your server.pass.key file.

    openssl genrsa -des3 -passout pass:x -out server.pass.key 2048

  2. Use the server.pass.key file to create another key file via the command below:

    openssl rsa -passin pass:x -in server.pass.key -out server.key

    It will return your server.key file. The server.key is your RSA private key.

  3. Request and generate the certificate with the following command:

    openssl req -new -key server.key -out server.csr

    Once you run the command, you'll need to provide some information:

    • Country Name: <your country>

    • State or Province Name: <your state>

    • Locality Name (city): <your city>

    • Organization Name: <your company>

    • Organization Unit Name: <your company>

    • Common Name: <optional>

    • Email Address: <your email address>

  4. Generate the SSL certificate with the following command:

    openssl x509 -req -sha256 -days 365 -in server.csr -signkey server.key -out server.crt

    It will return your Server.Crt file. Server.Crt is your digital signature certificate.

Tip

Keep the keys that you generate in a safe place – especially the keys from steps 2 and 4.

2. Set Up Acrolinx

Set Up Acrolinx

When you open Acrolinx in Salesforce Knowledge, you'll see a tab for the Acrolinx Setup Guide. This walks you through the steps needed to configure Acrolinx and connect to the Acrolinx Platform.

To get started, open Acrolinx in Salesforce and click Acrolinx Setup Guide.

Notice

Before you start, be sure to complete the step “Generate Private Key and Server Certificate” in Prepare Your Instance.

1. Create the Connected App

Salesforce_CreateConnectedApp.png

Connected apps let you integrate external applications into Salesforce.

Add a new connected app via the app manager and enter the required information:

Field

Description

Connected App Name

The unique name displayed in the App Manager and on the app's launcher tile. Don't reuse this name within your org.

API Name

The API name used when referring to your app from a program. By default, this name won't include spaces. You can only enter letters, numbers, and underscores.

Contact Email

The contact email for you or your support team.

Enable OAuth Settings

Grant access to Salesforce data on behalf of an external application (Acrolinx, in this case).

Callback URL

The endpoint that Salesforce calls back to your application during OAuth. It’s the same as the OAuth redirect URI. Depending on which OAuth flow you use, the URL is typically the one that a user’s browser is redirected to after successful authorization. Make sure the URL uses secure HTTPS or a custom URI scheme.

Use digital signatures

Select if you’re using the JWT OAuth flow. Add the certificate on your system to upload for the JWT OAuth flow.

The certificate size is limited to 4 KB.

Selected OAuth Scopes

OAuth scopes define permissions for the connected app. These are granted as tokens after the app is authorized.

Manage user data via APIs (api) - Gives access to the current, signed-in user’s account using APIs.

Perform requests at any time (refresh_token, offline_access) - Allows a refresh token to be returned when the requesting client is eligible to receive one. With a refresh token, the app can interact with the user’s data while the user is offline. This token is synonymous with requesting offline_access.

Once you've added this information, be sure to mark the steps as Done in the setup guide.

2. Set Permissions

Salesforce_SetPermissions.png

In this step, you'll create a new permission set for the Acrolinx Sidebar and assign it to your users.

Enter the required information:

Field

Description

Label

The permission set label, which corresponds to Label in the user interface. Limit: 80 characters.

API Name

The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores.

3. Provide the Consumer Key and Private Key

Salesforce_ProvideConsumerKeyPrivateKey.png

Click Edit to add the consumer key from the connected app and the private key that you generated in the Prepare Your Instance section of the Acrolinx for Salesforce Knowledge Admin Guide.

Enter the required information:

Field

Description

Consumer Key

Identifies the customer to Salesforce and a consumer secret establishes the ownership of the consumer key.

Private Key

Used in the encryption/decryption of data sent between your server and Salesforce. You create this when you request your certificate with a Certificate Signing Request (CSR).

Once you've added this information, be sure to mark the step as Done in the setup guide.

4. Connect to the Acrolinx Platform

Salesforce_ConnecttoAcrolinx.png

Connect to the Acrolinx Platform via Salesforce.

In this step, you'll provide your unique Acrolinx URL, add it to the Remote Site Settings, and set up SSO.

  1. Click Edit and paste your Acrolinx URL into the Acrolinx URL field.

  2. Click Add next to Add the Acrolinx URL to the Remote Site Settings.

  3. After that, click Edit to turn on SSO and enter your SSO password in the Password field.

5. Add Fields

Salesforce_Updated__Add_Fields__screenshot.png

This step lets you add Acrolinx-specific fields to the Knowledge object so that important checking information appears where you need it. This step is optional for Sidebar checks. If your license includes automated checking, the fields are required.

You can name the fields whatever you'd like, but you might choose something like the following:

Tip

To display a field, be sure to add it to the record page layout.

Field label

Description

Acrolinx Score

Field to store the Acrolinx Score.

Acrolinx Scorecard

Field to store a link to the Acrolinx Scorecard.

Embed Scorecard

Field to embed the Acrolinx Scorecard link below the Acrolinx Score.

Last Checked

Add a field to store the article’s last checked date.

Score Status

Add a field to store the “Score Status” color value.

Score Color

Add a field to display the “Score Status” color.

6. Edit the Record Page

Salesforce_EditRecordPage.png

In this step, you'll add components to the record page in Salesforce so you can check articles with Acrolinx and view the Acrolinx Score.

7. Set Up Batch Checking (Optional)

Salesforce_SetUpBatchChecking.png

You'll only complete this step if your license includes batch checking.

Set the maximum number of parallel checks and click Add to enable batch checking from the list view.

After you add a button to the List View Button Layout, mark the step as Done in the setup guide.

8. Set Up Automated Checking (Optional)

Salesforce_SetUpAutomatedChecking.png

You'll only complete this step if your license includes automated checking.

Click Apply to create a flow that starts an automatic Acrolinx check when you save or update an article.

Note

Be sure to deactivate the trigger that you set up in earlier versions of Acrolinx for Salesforce Knowledge before you click Apply.

Review the flow logic and mark the step as Done.

9. Customize the Edit with Acrolinx Page (Optional)

Salseforce_Customize_edit_with_Acrolinx_page.png

This step lets you exclude certain Knowledge article fields from an Acrolinx check. These will also be hidden from the "Edit with Acrolinx" page.

Click Add to create a new field set for the fields that you want to exclude.

Once you've configured the field set with the preferred fields, mark the step as Done.

Notice

You'll also need to update your Salesforce Content Profile to exclude these fields.

To update your Content Profile, do the following:

  1. Open the Extraction tab.

  2. Enter div isExcludedWithFieldSet="true“ in the Element Name column.

  3. Select exclude in the Filter Mode column.

  4. Press Enter to add it.

Enable Lightning Editor (Optional)

Enable Acrolinx Lightning Editor (Optional)

Notice

When you install Acrolinx for Salesforce Knowledge version 3.8 for the first time, Acrolinx will load the Acrolinx Lightning Editor (CKEditor) by default. If you want to switch to the new Acrolinx Lightning Editor (TinyMCE), the following steps are required.

To start using the Acrolinx Lightning Editor (TinyMCE), do the following:

  1. Go to Setup > Custom Settings.

  2. Click Manage next to Acrolinx Configuration Settings.

  3. If there are no records click New, if there’s a record click Edit.

    Salesforce__New_Configuration_Lightning_Editor.png

  4. Click the check box next to Enable Acrolinx Lightning Editor.

  5. Click Save.

Start Manual Cache Cleanup (Optional)

If you want to clear the cache immediately after you make a change to the Knowledge layout, you can do so via the command line. Otherwise, the cache will refresh automatically. The automatic refresh takes 6 hours.

To clear the cache immediately, do the following:

  1. Go to Setup > Developer Console.

  2. Click Debug > Open Execute Anonymous Window.

  3. Paste the line of code in the Enter Apex Code window

    1. To clear the cache for the current user, paste the following line of code in the Enter Apex Code window

      AcrolinxApp.AcrolinxCache.clear(Knowledge__kav.getSObjec
tType());

    2. To clear the cache for another user, enter the user's Salesforce ID as the second parameter. For example:

      AcrolinxApp.AcrolinxCache.clear(Knowledge__kav.getSObjec
tType(), '0058N000005Uy9IQAS');

  4. Click Execute. If the cache value was successfully removed, you will see true.

Notice

By default, the prefix for this object name is Knowledge. You can change this prefix via the Object Name for the Knowledge__kav object in the Object Manager. Be sure to verify the API name of the Knowledge object in the Object Manager

Acrolinx for Salesforce Knowledge 3.9

1. Prepare Your Instance

Prepare Your Instance
Acrolinx Platform Configurations
Enable Cross-Origin Resource Sharing (CORS)

Enable Cross-Origin Resource Sharing (CORS) between Salesforce and your Acrolinx Platform. See our article on how to enable CORS.

Set Up SSO

SSO lets you skip the browser-based sign-in process for the Acrolinx Sidebar. Learn how to set up Acrolinx for SSO.

Once you’ve enabled SSO, click the toggle switch next to Use SSO in the Acrolinx Setup. Enter your password in the Password field.

Salesforce Permissions

To use Acrolinx for Salesforce, writers need to have access to the knowledge base and one of two permission sets:

  • Acrolinx User - has access to the features that come with Acrolinx for Salesforce.

  • Acrolinx Administrator - has access to the Acrolinx User and can access the administrative page. There, you can see logs, batch check results, and other options set up by a system administrator.

Assign Permissions to Your Writers

To use Acrolinx for Salesforce, writers need knowledge-base access and the Acrolinx User or Acrolinx Administrator permission set.

To assign one or both of the Acrolinx permissions, do the following:

  1. From Setup, enter “Users” in the Quick Find box. Select Users.

  2. Click the name of the user that you want to assign permissions to. This will open the user's profile.

  3. Navigate to the Permission Set Assignments section of the user profile and click Edit Assignments.

  4. Select a permission in the Available Permission Sets column, and click Add to move it to the Enabled Permission Sets column.

    Note

    If you want a user to run batch checks, you'll also need to add the “Run Flows” permission to the Enabled Permission Sets column.

  5. Click Save.

Generate Private Key and Server Certificate

To generate the private key and server certificate using the OpenSSL library, do the following:

Tip

Don't have OpenSSL? Learn how to install it.

  1. Run the command below to generate a private key. It will return your server.pass.key file.

    openssl genrsa -des3 -passout pass:x -out server.pass.key 2048

  2. Use the server.pass.key file to create another key file via the command below:

    openssl rsa -passin pass:x -in server.pass.key -out server.key

    It will return your server.key file. The server.key is your RSA private key.

  3. Request and generate the certificate with the following command:

    openssl req -new -key server.key -out server.csr

    Once you run the command, you'll need to provide some information:

    • Country Name: <your country>

    • State or Province Name: <your state>

    • Locality Name (city): <your city>

    • Organization Name: <your company>

    • Organization Unit Name: <your company>

    • Common Name: <optional>

    • Email Address: <your email address>

  4. Generate the SSL certificate with the following command:

    openssl x509 -req -sha256 -days 365 -in server.csr -signkey server.key -out server.crt

    It will return your Server.Crt file. Server.Crt is your digital signature certificate.

Tip

Keep the keys that you generate in a safe place – especially the keys from steps 2 and 4.

2. Set Up Acrolinx

Set Up Acrolinx

When you open Acrolinx in Salesforce Knowledge, you'll see a tab for the Acrolinx Setup Guide. This walks you through the steps needed to configure Acrolinx and connect to the Acrolinx Platform.

To get started, open Acrolinx in Salesforce and click Acrolinx Setup Guide.

Notice

Before you start, be sure to complete the step “Generate Private Key and Server Certificate” in Prepare Your Instance.

1. Create the Connected App

Salesforce_CreateConnectedApp.png

Connected apps let you integrate external applications into Salesforce.

Add a new connected app via the app manager and enter the required information:

Field

Description

Connected App Name

The unique name displayed in the App Manager and on the app's launcher tile. Don't reuse this name within your org.

API Name

The API name used when referring to your app from a program. By default, this name won't include spaces. You can only enter letters, numbers, and underscores.

Contact Email

The contact email for you or your support team.

Enable OAuth Settings

Grant access to Salesforce data on behalf of an external application (Acrolinx, in this case).

Callback URL

The endpoint that Salesforce calls back to your application during OAuth. It’s the same as the OAuth redirect URI. Depending on which OAuth flow you use, the URL is typically the one that a user’s browser is redirected to after successful authorization. Make sure the URL uses secure HTTPS or a custom URI scheme.

Use digital signatures

Select if you’re using the JWT OAuth flow. Add the certificate on your system to upload for the JWT OAuth flow.

The certificate size is limited to 4 KB.

Selected OAuth Scopes

OAuth scopes define permissions for the connected app. These are granted as tokens after the app is authorized.

Manage user data via APIs (api) - Gives access to the current, signed-in user’s account using APIs.

Perform requests at any time (refresh_token, offline_access) - Allows a refresh token to be returned when the requesting client is eligible to receive one. With a refresh token, the app can interact with the user’s data while the user is offline. This token is synonymous with requesting offline_access.

Once you've added this information, be sure to mark the steps as Done in the setup guide.

2. Set Permissions

Salesforce_SetPermissions.png

In this step, you'll create a new permission set for the Acrolinx Sidebar and assign it to your users.

Enter the required information:

Field

Description

Label

The permission set label, which corresponds to Label in the user interface. Limit: 80 characters.

API Name

The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores.

3. Provide the Consumer Key and Private Key

Salesforce_ProvideConsumerKeyPrivateKey.png

Click Edit to add the consumer key from the connected app and the private key that you generated in the Prepare Your Instance section of the Acrolinx for Salesforce Knowledge Admin Guide.

Enter the required information:

Field

Description

Consumer Key

Identifies the customer to Salesforce and a consumer secret establishes the ownership of the consumer key.

Private Key

Used in the encryption/decryption of data sent between your server and Salesforce. You create this when you request your certificate with a Certificate Signing Request (CSR).

Once you've added this information, be sure to mark the step as Done in the setup guide.

4. Connect to the Acrolinx Platform

Salesforce_ConnecttoAcrolinx.png

Connect to the Acrolinx Platform via Salesforce.

In this step, you'll provide your unique Acrolinx URL, add it to the Remote Site Settings, and set up SSO.

  1. Click Edit and paste your Acrolinx URL into the Acrolinx URL field.

  2. Click Add next to Add the Acrolinx URL to the Remote Site Settings.

  3. After that, click Edit to turn on SSO and enter your SSO password in the Password field.

5. Add Fields

Salesforce_Updated__Add_Fields__screenshot.png

This step lets you add Acrolinx-specific fields to the Knowledge object so that important checking information appears where you need it. This step is optional for Sidebar checks. If your license includes automated checking, the fields are required.

You can name the fields whatever you'd like, but you might choose something like the following:

Tip

To display a field, be sure to add it to the record page layout.

Field label

Description

Acrolinx Score

Field to store the Acrolinx Score.

Acrolinx Scorecard

Field to store a link to the Acrolinx Scorecard.

Embed Scorecard

Field to embed the Acrolinx Scorecard link below the Acrolinx Score.

Last Checked

Add a field to store the article’s last checked date.

Score Status

Add a field to store the “Score Status” color value.

Score Color

Add a field to display the “Score Status” color.

6. Edit the Record Page

Salesforce_EditRecordPage.png

In this step, you'll add components to the record page in Salesforce so you can check articles with Acrolinx and view the Acrolinx Score.

7. Set Up Batch Checking (Optional)

Salesforce_SetUpBatchChecking.png

You'll only complete this step if your license includes batch checking.

Set the maximum number of parallel checks and click Add to enable batch checking from the list view.

After you add a button to the List View Button Layout, mark the step as Done in the setup guide.

8. Set Up Automated Checking (Optional)

Salesforce_SetUpAutomatedChecking.png

You'll only complete this step if your license includes automated checking.

Click Apply to create a flow that starts an automatic Acrolinx check when you save or update an article.

Note

Be sure to deactivate the trigger that you set up in earlier versions of Acrolinx for Salesforce Knowledge before you click Apply.

Review the flow logic and mark the step as Done.

9. Customize the Edit with Acrolinx Page (Optional)

Salseforce_Customize_edit_with_Acrolinx_page.png

This step lets you exclude certain Knowledge article fields from an Acrolinx check. These will also be hidden from the "Edit with Acrolinx" page.

Click Add to create a new field set for the fields that you want to exclude.

Once you've configured the field set with the preferred fields, mark the step as Done.

Notice

You'll also need to update your Salesforce Content Profile to exclude these fields.

To update your Content Profile, do the following:

  1. Open the Extraction tab.

  2. Enter div isExcludedWithFieldSet="true“ in the Element Name column.

  3. Select exclude in the Filter Mode column.

  4. Press Enter to add it.

Enable Lightning Editor (Optional)

Enable Acrolinx Lightning Editor (Optional)

Notice

When you install Acrolinx for Salesforce Knowledge version 3.8 for the first time, Acrolinx will load the Acrolinx Lightning Editor (CKEditor) by default. If you want to switch to the new Acrolinx Lightning Editor (TinyMCE), the following steps are required.

To start using the Acrolinx Lightning Editor (TinyMCE), do the following:

  1. Go to Setup > Custom Settings.

  2. Click Manage next to Acrolinx Configuration Settings.

  3. If there are no records click New, if there’s a record click Edit.

    Salesforce__New_Configuration_Lightning_Editor.png

  4. Click the check box next to Enable Acrolinx Lightning Editor.

  5. Click Save.

Start Manual Cache Cleanup (Optional)

If you want to clear the cache immediately after you make a change to the Knowledge layout, you can do so via the command line. Otherwise, the cache will refresh automatically. The automatic refresh takes 6 hours.

To clear the cache immediately, do the following:

  1. Go to Setup > Developer Console.

  2. Click Debug > Open Execute Anonymous Window.

  3. Paste the line of code in the Enter Apex Code window

    1. To clear the cache for the current user, paste the following line of code in the Enter Apex Code window

      AcrolinxApp.AcrolinxCache.clear(Knowledge__kav.getSObjec
tType());

    2. To clear the cache for another user, enter the user's Salesforce ID as the second parameter. For example:

      AcrolinxApp.AcrolinxCache.clear(Knowledge__kav.getSObjec
tType(), '0058N000005Uy9IQAS');

  4. Click Execute. If the cache value was successfully removed, you will see true.

Notice

By default, the prefix for this object name is Knowledge. You can change this prefix via the Object Name for the Knowledge__kav object in the Object Manager. Be sure to verify the API name of the Knowledge object in the Object Manager

Acrolinx for Salesforce Knowledge 3.8

1. Prepare Your Instance

Prepare Your Instance
Acrolinx Platform Configurations
Enable Cross-Origin Resource Sharing (CORS)

Enable Cross-Origin Resource Sharing (CORS) between Salesforce and your Acrolinx Platform. See our article on how to enable CORS.

Set Up SSO

SSO lets you skip the browser-based sign-in process for the Acrolinx Sidebar. Learn how to set up Acrolinx for SSO.

Once you’ve enabled SSO, click the toggle switch next to Use SSO in the Acrolinx Setup. Enter your password in the Password field.

Salesforce Permissions

To use Acrolinx for Salesforce, writers need to have access to the knowledge base and one of two permission sets:

  • Acrolinx User - has access to the features that come with Acrolinx for Salesforce.

  • Acrolinx Administrator - has access to the Acrolinx User and can access the administrative page. There, you can see logs, batch check results, and other options set up by a system administrator.

Assign Permissions to Your Writers

To use Acrolinx for Salesforce, writers need knowledge-base access and the Acrolinx User or Acrolinx Administrator permission set.

To assign one or both of the Acrolinx permissions, do the following:

  1. From Setup, enter “Users” in the Quick Find box. Select Users.

  2. Click the name of the user that you want to assign permissions to. This will open the user's profile.

  3. Navigate to the Permission Set Assignments section of the user profile and click Edit Assignments.

  4. Select a permission in the Available Permission Sets column, and click Add to move it to the Enabled Permission Sets column.

    Note

    If you want a user to run batch checks, you'll also need to add the “Run Flows” permission to the Enabled Permission Sets column.

  5. Click Save.

Generate Private Key and Server Certificate

To generate the private key and server certificate using the OpenSSL library, do the following:

Tip

Don't have OpenSSL? Learn how to install it.

  1. Run the command below to generate a private key. It will return your server.pass.key file.

    openssl genrsa -des3 -passout pass:x -out server.pass.key 2048

  2. Use the server.pass.key file to create another key file via the command below:

    openssl rsa -passin pass:x -in server.pass.key -out server.key

    It will return your server.key file. The server.key is your RSA private key.

  3. Request and generate the certificate with the following command:

    openssl req -new -key server.key -out server.csr

    Once you run the command, you'll need to provide some information:

    • Country Name: <your country>

    • State or Province Name: <your state>

    • Locality Name (city): <your city>

    • Organization Name: <your company>

    • Organization Unit Name: <your company>

    • Common Name: <optional>

    • Email Address: <your email address>

  4. Generate the SSL certificate with the following command:

    openssl x509 -req -sha256 -days 365 -in server.csr -signkey server.key -out server.crt

    It will return your Server.Crt file. Server.Crt is your digital signature certificate.

Tip

Keep the keys that you generate in a safe place – especially the keys from steps 2 and 4.

2. Set Up Acrolinx

Set Up Acrolinx

When you open Acrolinx in Salesforce Knowledge, you'll see a tab for the Acrolinx Setup Guide. This walks you through the steps needed to configure Acrolinx and connect to the Acrolinx Platform.

To get started, open Acrolinx in Salesforce and click Acrolinx Setup Guide.

Notice

Before you start, be sure to complete the step “Generate Private Key and Server Certificate” in Prepare Your Instance.

1. Create the Connected App

Salesforce_CreateConnectedApp.png

Connected apps let you integrate external applications into Salesforce.

Add a new connected app via the app manager and enter the required information:

Field

Description

Connected App Name

The unique name displayed in the App Manager and on the app's launcher tile. Don't reuse this name within your org.

API Name

The API name used when referring to your app from a program. By default, this name won't include spaces. You can only enter letters, numbers, and underscores.

Contact Email

The contact email for you or your support team.

Enable OAuth Settings

Grant access to Salesforce data on behalf of an external application (Acrolinx, in this case).

Callback URL

The endpoint that Salesforce calls back to your application during OAuth. It’s the same as the OAuth redirect URI. Depending on which OAuth flow you use, the URL is typically the one that a user’s browser is redirected to after successful authorization. Make sure the URL uses secure HTTPS or a custom URI scheme.

Use digital signatures

Select if you’re using the JWT OAuth flow. Add the certificate on your system to upload for the JWT OAuth flow.

The certificate size is limited to 4 KB.

Selected OAuth Scopes

OAuth scopes define permissions for the connected app. These are granted as tokens after the app is authorized.

Manage user data via APIs (api) - Gives access to the current, signed-in user’s account using APIs.

Perform requests at any time (refresh_token, offline_access) - Allows a refresh token to be returned when the requesting client is eligible to receive one. With a refresh token, the app can interact with the user’s data while the user is offline. This token is synonymous with requesting offline_access.

Once you've added this information, be sure to mark the steps as Done in the setup guide.

2. Set Permissions

Salesforce_SetPermissions.png

In this step, you'll create a new permission set for the Acrolinx Sidebar and assign it to your users.

Enter the required information:

Field

Description

Label

The permission set label, which corresponds to Label in the user interface. Limit: 80 characters.

API Name

The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores.

3. Provide the Consumer Key and Private Key

Salesforce_ProvideConsumerKeyPrivateKey.png

Click Edit to add the consumer key from the connected app and the private key that you generated in the Prepare Your Instance section of the Acrolinx for Salesforce Knowledge Admin Guide.

Enter the required information:

Field

Description

Consumer Key

Identifies the customer to Salesforce and a consumer secret establishes the ownership of the consumer key.

Private Key

Used in the encryption/decryption of data sent between your server and Salesforce. You create this when you request your certificate with a Certificate Signing Request (CSR).

Once you've added this information, be sure to mark the step as Done in the setup guide.

4. Connect to the Acrolinx Platform

Salesforce_ConnecttoAcrolinx.png

Connect to the Acrolinx Platform via Salesforce.

In this step, you'll provide your unique Acrolinx URL, add it to the Remote Site Settings, and set up SSO.

  1. Click Edit and paste your Acrolinx URL into the Acrolinx URL field.

  2. Click Add next to Add the Acrolinx URL to the Remote Site Settings.

  3. After that, click Edit to turn on SSO and enter your SSO password in the Password field.

5. Add Fields

Salesforce_AddFields.png

This step lets you add Acrolinx-specific fields to the Knowledge object so that important checking information appears where you need it. This step is optional for Sidebar checks. If your license includes automated checking, the fields are required.

You can name the fields whatever you'd like, but you might choose something like the following:

Tip

To display a field, be sure to add it to the record page layout.

Field label

Description

Acrolinx Score

Field to store the Acrolinx Score.

Acrolinx Scorecard

Field to store a link to the Acrolinx Scorecard.

Embed Scorecard

Field to embed the Acrolinx Scorecard link below the Acrolinx Score.

Last Checked

Add a field to store the article’s last checked date.

Score Status

Add a field to store the “Score Status” color value.

Score Color

Add a field to display the “Score Status” color.

6. Edit the Record Page

Salesforce_EditRecordPage.png

In this step, you'll add components to the record page in Salesforce so you can check articles with Acrolinx and view the Acrolinx Score.

7. Set Up Batch Checking (Optional)

Salesforce_SetUpBatchChecking.png

You'll only complete this step if your license includes batch checking.

Set the maximum number of parallel checks and click Add to enable batch checking from the list view.

After you add a button to the List View Button Layout, mark the step as Done in the setup guide.

8. Set Up Automated Checking (Optional)

Salesforce_SetUpAutomatedChecking.png

You'll only complete this step if your license includes automated checking.

Click Apply to create a flow that starts an automatic Acrolinx check when you save or update an article.

Note

Be sure to deactivate the trigger that you set up in earlier versions of Acrolinx for Salesforce Knowledge before you click Apply.

Review the flow logic and mark the step as Done.

3. Enable Lightning Editor (Optional)

Enable Acrolinx Lightning Editor (Optional)

Notice

When you install Acrolinx for Salesforce Knowledge version 3.8 for the first time, Acrolinx will load the Acrolinx Lightning Editor (CKEditor) by default. If you want to switch to the new Acrolinx Lightning Editor (TinyMCE), the following steps are required.

To start using the Acrolinx Lightning Editor (TinyMCE), do the following:

  1. Go to Setup > Custom Settings.

  2. Click Manage next to Acrolinx Configuration Settings.

  3. If there are no records click New, if there’s a record click Edit.

    Salesforce__New_Configuration_Lightning_Editor.png

  4. Click the check box next to Enable Acrolinx Lightning Editor.

  5. Click Save.

Acrolinx for Salesforce Knowledge 3.7.2

1. Prepare Your Instance

Prepare Your Instance
Acrolinx Platform Configurations
Enable Cross-Origin Resource Sharing (CORS)

Enable Cross-Origin Resource Sharing (CORS) between Salesforce and your Acrolinx Platform. See our article on how to enable CORS.

Set Up SSO

SSO lets you skip the browser-based sign-in process for the Acrolinx Sidebar. Learn how to set up Acrolinx for SSO.

Once you’ve enabled SSO, click the toggle switch next to Use SSO in the Acrolinx Setup. Enter your password in the Password field.

Salesforce Permissions

To use Acrolinx for Salesforce, writers need to have access to the knowledge base and one of two permission sets:

  • Acrolinx User - has access to the features that come with Acrolinx for Salesforce.

  • Acrolinx Administrator - has access to the Acrolinx User and can access the administrative page. There, you can see logs, batch check results, and other options set up by a system administrator.

Assign Permissions to Your Writers

To use Acrolinx for Salesforce, writers need knowledge-base access and the Acrolinx User or Acrolinx Administrator permission set.

To assign one or both of the Acrolinx permissions, do the following:

  1. From Setup, enter “Users” in the Quick Find box. Select Users.

  2. Click the name of the user that you want to assign permissions to. This will open the user's profile.

  3. Navigate to the Permission Set Assignments section of the user profile and click Edit Assignments.

  4. Select a permission in the Available Permission Sets column, and click Add to move it to the Enabled Permission Sets column.

    Note

    If you want a user to run batch checks, you'll also need to add the “Run Flows” permission to the Enabled Permission Sets column.

  5. Click Save.

Generate Private Key and Server Certificate

To generate the private key and server certificate using the OpenSSL library, do the following:

Tip

Don't have OpenSSL? Learn how to install it.

  1. Run the command below to generate a private key. It will return your server.pass.key file.

    openssl genrsa -des3 -passout pass:x -out server.pass.key 2048

  2. Use the server.pass.key file to create another key file via the command below:

    openssl rsa -passin pass:x -in server.pass.key -out server.key

    It will return your server.key file. The server.key is your RSA private key.

  3. Request and generate the certificate with the following command:

    openssl req -new -key server.key -out server.csr

    Once you run the command, you'll need to provide some information:

    • Country Name: <your country>

    • State or Province Name: <your state>

    • Locality Name (city): <your city>

    • Organization Name: <your company>

    • Organization Unit Name: <your company>

    • Common Name: <optional>

    • Email Address: <your email address>

  4. Generate the SSL certificate with the following command:

    openssl x509 -req -sha256 -days 365 -in server.csr -signkey server.key -out server.crt

    It will return your Server.Crt file. Server.Crt is your digital signature certificate.

Tip

Keep the keys that you generate in a safe place – especially the keys from steps 2 and 4.

2. Set Up Acrolinx

Set Up Acrolinx

When you open Acrolinx in Salesforce Knowledge, you'll see a tab for the Acrolinx Setup Guide. This walks you through the steps needed to configure Acrolinx and connect to the Acrolinx Platform.

To get started, open Acrolinx in Salesforce and click Acrolinx Setup Guide.

Notice

Before you start, be sure to complete the step “Generate Private Key and Server Certificate” in Prepare Your Instance.

1. Create the Connected App

Salesforce_CreateConnectedApp.png

Connected apps let you integrate external applications into Salesforce.

Add a new connected app via the app manager and enter the required information:

Field

Description

Connected App Name

The unique name displayed in the App Manager and on the app's launcher tile. Don't reuse this name within your org.

API Name

The API name used when referring to your app from a program. By default, this name won't include spaces. You can only enter letters, numbers, and underscores.

Contact Email

The contact email for you or your support team.

Enable OAuth Settings

Grant access to Salesforce data on behalf of an external application (Acrolinx, in this case).

Callback URL

The endpoint that Salesforce calls back to your application during OAuth. It’s the same as the OAuth redirect URI. Depending on which OAuth flow you use, the URL is typically the one that a user’s browser is redirected to after successful authorization. Make sure the URL uses secure HTTPS or a custom URI scheme.

Use digital signatures

Select if you’re using the JWT OAuth flow. Add the certificate on your system to upload for the JWT OAuth flow.

The certificate size is limited to 4 KB.

Selected OAuth Scopes

OAuth scopes define permissions for the connected app. These are granted as tokens after the app is authorized.

Manage user data via APIs (api) - Gives access to the current, signed-in user’s account using APIs.

Perform requests at any time (refresh_token, offline_access) - Allows a refresh token to be returned when the requesting client is eligible to receive one. With a refresh token, the app can interact with the user’s data while the user is offline. This token is synonymous with requesting offline_access.

Once you've added this information, be sure to mark the steps as Done in the setup guide.

2. Set Permissions

Salesforce_SetPermissions.png

In this step, you'll create a new permission set for the Acrolinx Sidebar and assign it to your users.

Enter the required information:

Field

Description

Label

The permission set label, which corresponds to Label in the user interface. Limit: 80 characters.

API Name

The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores.

3. Provide the Consumer Key and Private Key

Salesforce_ProvideConsumerKeyPrivateKey.png

Click Edit to add the consumer key from the connected app and the private key that you generated in the Prepare Your Instance section of the Acrolinx for Salesforce Knowledge Admin Guide.

Enter the required information:

Field

Description

Consumer Key

Identifies the customer to Salesforce and a consumer secret establishes the ownership of the consumer key.

Private Key

Used in the encryption/decryption of data sent between your server and Salesforce. You create this when you request your certificate with a Certificate Signing Request (CSR).

Once you've added this information, be sure to mark the step as Done in the setup guide.

4. Connect to the Acrolinx Platform

Salesforce_ConnecttoAcrolinx.png

Connect to the Acrolinx Platform via Salesforce.

In this step, you'll provide your unique Acrolinx URL, add it to the Remote Site Settings, and set up SSO.

  1. Click Edit and paste your Acrolinx URL into the Acrolinx URL field.

  2. Click Add next to Add the Acrolinx URL to the Remote Site Settings.

  3. After that, click Edit to turn on SSO and enter your SSO password in the Password field.

5. Add Fields

Salesforce_AddFields.png

This step lets you add Acrolinx-specific fields to the Knowledge object so that important checking information appears where you need it. This step is optional for Sidebar checks. If your license includes automated checking, the fields are required.

You can name the fields whatever you'd like, but you might choose something like the following:

Tip

To display a field, be sure to add it to the record page layout.

Field label

Description

Acrolinx Score

Field to store the Acrolinx Score.

Acrolinx Scorecard

Field to store a link to the Acrolinx Scorecard.

Embed Scorecard

Field to embed the Acrolinx Scorecard link below the Acrolinx Score.

Last Checked

Add a field to store the article’s last checked date.

Score Status

Add a field to store the “Score Status” color value.

Score Color

Add a field to display the “Score Status” color.

6. Edit the Record Page

Salesforce_EditRecordPage.png

In this step, you'll add components to the record page in Salesforce so you can check articles with Acrolinx and view the Acrolinx Score.

7. Set Up Batch Checking (Optional)

Salesforce_SetUpBatchChecking.png

You'll only complete this step if your license includes batch checking.

Set the maximum number of parallel checks and click Add to enable batch checking from the list view.

After you add a button to the List View Button Layout, mark the step as Done in the setup guide.

8. Set Up Automated Checking (Optional)

Salesforce_SetUpAutomatedChecking.png

You'll only complete this step if your license includes automated checking.

Click Apply to create a flow that starts an automatic Acrolinx check when you save or update an article.

Note

Be sure to deactivate the trigger that you set up in earlier versions of Acrolinx for Salesforce Knowledge before you click Apply.

Review the flow logic and mark the step as Done.

Acrolinx for Salesforce Knowledge 3.6

1. Prepare Your Instance

Prepare Your Instance
Acrolinx Platform Configurations
Enable Cross-Origin Resource Sharing (CORS)

Enable Cross-Origin Resource Sharing (CORS) between Salesforce and your Acrolinx Platform. See our article on how to enable CORS.

Set Up SSO

SSO lets you skip the browser-based sign-in process for the Acrolinx Sidebar. Learn how to set up Acrolinx for SSO.

Once you’ve enabled SSO, click the toggle switch next to Use SSO in the Acrolinx Setup. Enter your password in the Password field.

Salesforce Permissions

To use Acrolinx for Salesforce, writers need to have access to the knowledge base and one of two permission sets:

  • Acrolinx User - has access to the features that come with Acrolinx for Salesforce.

  • Acrolinx Administrator - has access to the Acrolinx User and can access the administrative page. There, you can see logs, batch check results, and other options set up by a system administrator.

Assign Permissions to Your Writers

To use Acrolinx for Salesforce, writers need knowledge-base access and the Acrolinx User or Acrolinx Administrator permission set.

To assign one or both of the Acrolinx permissions, do the following:

  1. From Setup, enter “Users” in the Quick Find box. Select Users.

  2. Click the name of the user that you want to assign permissions to. This will open the user's profile.

  3. Navigate to the Permission Set Assignments section of the user profile and click Edit Assignments.

  4. Select a permission in the Available Permission Sets column, and click Add to move it to the Enabled Permission Sets column.

    Note

    If you want a user to run batch checks, you'll also need to add the “Run Flows” permission to the Enabled Permission Sets column.

  5. Click Save.

Generate Private Key and Server Certificate

To generate the private key and server certificate using the OpenSSL library, do the following:

Tip

Don't have OpenSSL? Learn how to install it.

  1. Run the command below to generate a private key. It will return your server.pass.key file.

    openssl genrsa -des3 -passout pass:x -out server.pass.key 2048

  2. Use the server.pass.key file to create another key file via the command below:

    openssl rsa -passin pass:x -in server.pass.key -out server.key

    It will return your server.key file. The server.key is your RSA private key.

  3. Request and generate the certificate with the following command:

    openssl req -new -key server.key -out server.csr

    Once you run the command, you'll need to provide some information:

    • Country Name: <your country>

    • State or Province Name: <your state>

    • Locality Name (city): <your city>

    • Organization Name: <your company>

    • Organization Unit Name: <your company>

    • Common Name: <optional>

    • Email Address: <your email address>

  4. Generate the SSL certificate with the following command:

    openssl x509 -req -sha256 -days 365 -in server.csr -signkey server.key -out server.crt

    It will return your Server.Crt file. Server.Crt is your digital signature certificate.

Tip

Keep the keys that you generate in a safe place – especially the keys from steps 2 and 4.

2. Set Up Acrolinx

Set Up Acrolinx

When you open Acrolinx in Salesforce Knowledge, you'll see a tab for the Acrolinx Setup Guide. This walks you through the steps needed to configure Acrolinx and connect to the Acrolinx Platform.

To get started, open Acrolinx in Salesforce and click Acrolinx Setup Guide.

Notice

Before you start, be sure to complete the step “Generate Private Key and Server Certificate” in Prepare Your Instance.

1. Create the Connected App

Salesforce_CreateConnectedApp.png

Connected apps let you integrate external applications into Salesforce.

Add a new connected app via the app manager and enter the required information:

Field

Description

Connected App Name

The unique name displayed in the App Manager and on the app's launcher tile. Don't reuse this name within your org.

API Name

The API name used when referring to your app from a program. By default, this name won't include spaces. You can only enter letters, numbers, and underscores.

Contact Email

The contact email for you or your support team.

Enable OAuth Settings

Grant access to Salesforce data on behalf of an external application (Acrolinx, in this case).

Callback URL

The endpoint that Salesforce calls back to your application during OAuth. It’s the same as the OAuth redirect URI. Depending on which OAuth flow you use, the URL is typically the one that a user’s browser is redirected to after successful authorization. Make sure the URL uses secure HTTPS or a custom URI scheme.

Use digital signatures

Select if you’re using the JWT OAuth flow. Add the certificate on your system to upload for the JWT OAuth flow.

The certificate size is limited to 4 KB.

Selected OAuth Scopes

OAuth scopes define permissions for the connected app. These are granted as tokens after the app is authorized.

Manage user data via APIs (api) - Gives access to the current, signed-in user’s account using APIs.

Perform requests at any time (refresh_token, offline_access) - Allows a refresh token to be returned when the requesting client is eligible to receive one. With a refresh token, the app can interact with the user’s data while the user is offline. This token is synonymous with requesting offline_access.

Once you've added this information, be sure to mark the steps as Done in the setup guide.

2. Set Permissions

Salesforce_SetPermissions.png

In this step, you'll create a new permission set for the Acrolinx Sidebar and assign it to your users.

Enter the required information:

Field

Description

Label

The permission set label, which corresponds to Label in the user interface. Limit: 80 characters.

API Name

The unique name of the object in the API. This name can contain only underscores and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not end with an underscore, and not contain two consecutive underscores.

3. Provide the Consumer Key and Private Key

Salesforce_ProvideConsumerKeyPrivateKey.png

Click Edit to add the consumer key from the connected app and the private key that you generated in the Prepare Your Instance section of the Acrolinx for Salesforce Knowledge Admin Guide.

Enter the required information:

Field

Description

Consumer Key

Identifies the customer to Salesforce and a consumer secret establishes the ownership of the consumer key.

Private Key

Used in the encryption/decryption of data sent between your server and Salesforce. You create this when you request your certificate with a Certificate Signing Request (CSR).

Once you've added this information, be sure to mark the step as Done in the setup guide.

4. Connect to the Acrolinx Platform

Salesforce_ConnecttoAcrolinx.png

Connect to the Acrolinx Platform via Salesforce.

In this step, you'll provide your unique Acrolinx URL, add it to the Remote Site Settings, and set up SSO.

  1. Click Edit and paste your Acrolinx URL into the Acrolinx URL field.

  2. Click Add next to Add the Acrolinx URL to the Remote Site Settings.

  3. After that, click Edit to turn on SSO and enter your SSO password in the Password field.

5. Add Fields

Salesforce_AddFields.png

This step lets you add Acrolinx-specific fields to the Knowledge object so that important checking information appears where you need it. This step is optional for Sidebar checks. If your license includes automated checking, the fields are required.

You can name the fields whatever you'd like, but you might choose something like the following:

Tip

To display a field, be sure to add it to the record page layout.

Field label

Description

Acrolinx Score

Field to store the Acrolinx Score.

Acrolinx Scorecard

Field to store a link to the Acrolinx Scorecard.

Embed Scorecard

Field to embed the Acrolinx Scorecard link below the Acrolinx Score.

Last Checked

Add a field to store the article’s last checked date.

Score Status

Add a field to store the “Score Status” color value.

Score Color

Add a field to display the “Score Status” color.

6. Edit the Record Page

Salesforce_EditRecordPage.png

In this step, you'll add components to the record page in Salesforce so you can check articles with Acrolinx and view the Acrolinx Score.

7. Set Up Batch Checking (Optional)

Salesforce_SetUpBatchChecking.png

You'll only complete this step if your license includes batch checking.

Set the maximum number of parallel checks and click Add to enable batch checking from the list view.

After you add a button to the List View Button Layout, mark the step as Done in the setup guide.

8. Set Up Automated Checking (Optional)

Salesforce_SetUpAutomatedChecking.png

You'll only complete this step if your license includes automated checking.

Click Apply to create a flow that starts an automatic Acrolinx check when you save or update an article.

Note

Be sure to deactivate the trigger that you set up in earlier versions of Acrolinx for Salesforce Knowledge before you click Apply.

Review the flow logic and mark the step as Done.