Credentials required for knowledge systems and how to find/create them

Introduction:

This article outlines the information required to connect your knowledge management systems to ResolveS. Each platform listed below has specific credentials and configuration details needed to enable secure data access.

Salesforce Knowledge

Required Information:

• Username: A user account with API access (ensure “API Enabled” is checked) with access to all the Knowledge objects and fields.

• Password

• API Token

• List of Knowledge Objects and Fields: Include all related to Knowledge Articles.
  
  

How to retrieve Object and Field details:

1. Go to Setup → Objects and Fields → Object Manager → Knowledge → Fields & Relationships.
   
   

2. Highlight and paste the table into a spreadsheet.
   

Zendesk Articles

Required Information:

• Username
  
  

• Password
  
  

How to generate a user and token:
 Follow the Zendesk guide here:
 * Managing API token access to the Zendesk API

Freshdesk Articles

Required Information:

• API Key
  
  

• Instance Domain
  
  

How to find your API key:
 * How to find your API key in Freshdesk

Confluence / Jira

Required Information:

• Username: A user with access to all relevant Spaces (Confluence) or Projects (Jira).
  
  

• API Token for that user.
  
  

• Subdomain of your instance.
  
  

• List of Acronyms: Include all relevant Space or Project acronyms to be included in the system.
  
  

How to create a user:
 * Add and invite users in Confluence

How to generate an API token:
 * Manage API tokens for your Atlassian account

CXOne / MindTouch

Required Information:

• Client ID
  
  

• Client Secret
  
  

• Instance URL
  
  

How to generate these:

1. Log into NICE CXone

2. Navigate to Dashboard

3. Go to Integrations, and then API Token Management

4. Open Server API Tokens

5. Generate client key and client secret. Use Copy Secret and store the client key and client secret somewhere safely.

KnowledgeOwl

Required Information:

• API Key
  
  

• Project ID
  
  

How to find or create an API key:

1. Log into your KnowledgeOwl instance. From the home page, navigate to Your Account > API

2. If you have an existing API key and you want to use it, copy and paste it in Authentication

3. Alternatively, you can create a new API key. To start, click Add New API Key

4. OPTIONAL. In the Purpose of the Key field, add a description

5. Select the kind of calls you will be making through the API. The recommendation is to select all four: GET, PUT, POST, and DELETE. Then, click Add

6. Copy the API key

GetGuru

Required Information:

• Username
  
  

• User Token
  
  

How to find these:

1. Log into your Guru instance. From the main page, click Team Settings

2. Under Team Settings options, click Users and Collections

3. You will see a list of all users under the All Members tab. The highlighted part is your username.

4. Now, click Apps and Integrations

5. Navigate to API Access

6. Click Generate user token and select a user for whom the token is to be generated

7. After selecting the user, click Generate Token

8. Copy the token

Document360

Required Information:

• API Token
  
  

How to find it:
 * How to set up API token in Document360

Notion

Required Information:

• API Token
  
  

How to generate it:
 Visit Notion’s developer portal to create an internal integration and retrieve your token.

Paligo

Required Information:

• Username
  
  

• API Token
  
  

How to generate it:
 Log in to your Paligo account → go to User Profile → API Tokens to create and copy your key.

HigherLogic

Required Information:

• Key
  
  

• Password
  
  

• Community Names
  
  

How to find these:
 Refer to your HigherLogic admin portal or contact your administrator for access details.