Feature Request

AI Search is currently available only for Zendesk and Freshdesk integrations. Customers using Salesforce would like AI-powered article recommendations and search capabilities directly within Salesforce, similar to the existing support experience available in other help desk integrations.

add salesforce to the list of case deflection

Within the Document360 - Freshdesk integration - the ability to insert a link to the article and the ability to insert the article in its entirety are available. We also realize there is an ability to go to the full article and manually select an area to copy. However, often within Freshdesk, there is a need to respond with only a small section of an article. Our request is the ability to quickly insert a portion of the article, such as a Table of Contents 'section' into our Freshdesk ticket reply. The idea is to have a button in the ToC area or even within the article section itself that would allow a one touch button to copy that section (from that header to the next header). It would seem sensible to have this button where the link icon shows in the article (to grab the url to the location within the article) and/or to have this link in the ToC area too.

Customers are expecting the Document360 widget to search, share URL, and create new articles via Jira directly to Document360 - similar to Zendesk/Freshdesk ticketing system integration. This will enable the support agents to easily assist with tickets using the knowledge base on the same screen.

Customers using multiple Document360 workspaces with a shared Salesforce instance need the ability to scope Salesforce search results to a specific workspace (or an equivalent filtering mechanism such as tags or categories). Currently, the extension searches across all workspaces, causing support agents to receive irrelevant articles from other products with similar terminology, increasing the risk of incorrect customer guidance. This capability is a key adoption blocker for enterprise customers managing multiple product documentation sets and would significantly improve search relevance, support efficiency, and the overall usability of the Salesforce integration.

The "Create Article" tab in the Salesforce managed package is currently visible to all users. Customers would like administrators to control visibility based on user profiles, roles, or permission sets, allowing only designated users to create knowledge articles from Salesforce.

Organizations want agents creating articles from Salesforce to follow a predefined structure. Administrators should be able to enforce templates containing required sections such as Product, Short Description, Resolution, Root Cause, Troubleshooting Steps, and Related Information.

When an agent initiates a knowledge search from Salesforce, the integration should automatically populate the Document360 search field using the material number (or designated case field) from the Salesforce case record. This mirrors functionality available in the customer's existing Salesforce plugin experience.

Customers need a way to distinguish articles originating from Salesforce from those created directly within Document360. Suggested approaches include automatic category assignment, labeling, tagging, or dedicated filtering capabilities to identify Salesforce-generated drafts.

Articles created through the Salesforce integration are currently generated as Markdown drafts. Customers would like these drafts to automatically open or convert into the Advanced WYSIWYG editor format, eliminating the need for manual conversion and reducing friction for authors who prefer a single editing experience.