Issue

Acrolinxs prompts users to sign in before they can open a Scorecard from the Sidebar or open a Content Analysis Dashboard from a Batch Check.

Scorecard from the Sidebar

1. In Salesforce Knowledge, open a draft knowledge article and run a check in the Sidebar.

2. In the Sidebar, click the Acrolinx score to open a Scorecard.

→ The Scorecard does not open immediately as expected. Instead, Acrolinx prompts you to sign in before you can acces the Scorecard.

Content Analysis Dashboard from a Batch Check

1. In Salesforce Knowledge, go to the article list view.

2. Select several articles.

2. To sarte the batch check, click Check with Acrolinx from the dropdown in the upper left.

→ A new tab opens where you can see Content Analysis Dashboard as a link

3. To open the link, click Content Analysis Dashboard.

→ The Content Analysis Dashboard does not open immediately as expected. Instead, Acrolinx prompts you to sign in before you can access the Scorecard or the Content Analysis Dashboard.

Environment

Cause

Acrolinx for Salesforce Knowledge uses single sign-on (SSO) support, users are signed in to Acrolinx seamlessly. They do not have any Acrolinx credentials to sign in to the Acrolinx Platform to access Scorecards.

Acrolinx for Salesforce Knowledge does not use a proxy for SSO authentication in the Sidebar. The SSO password is passed to the platform directly for authentication.

In other web applications, Acrolinx integrations use a proxy for Sidebar authentication. In this case, the authentication token from the Sidebar is also used to oepn the Scorecard so that users do not have to sign in.

Resolution

We're investigating using a proxy in Acrolinx for Salesforce Knowledge for SSO in the Sidebar and batch checking.

Your system administrator can enable Enterprise Federated Authentication. That way, when Acrolinx prompts users to sign in, they'll be directed to enter their user credentials from the company's identity provider.