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Salesforce Knowledge

Learn how to integrate your project with Salesforce Knowledge.

Ilya Krukowski avatar
Written by Ilya Krukowski
Updated over 2 weeks ago

This feature is available only on the Enterprise plan.

If you're looking for the Salesforce CRM docs, please refer to the corresponding article.

Salesforce is a cloud-based CRM platform that helps businesses manage relationships with customers, partners, and leads using cloud technology.

Salesforce consists of multiple cloud services, including Marketing Cloud, Commerce Cloud, Sales Cloud, and Service Cloud.

Lokalise currently integrates only with SFDC (Salesforce.com), supporting the following use cases:

  • Salesforce interface – relevant for global sales and support teams that require localized interfaces, especially when sales reps and support agents do not speak English. Since most Salesforce instances are customized, this integration ensures translated content remains consistent.

  • Knowledge – designed for support and customer success teams who store knowledge articles in Salesforce. Lokalise pulls this data for translation and localization.

  • Community pages – many community pages are built using Custom Labels, which Lokalise can extract for translation. These pages can serve as intranets, partner portals, non-profit communities, and marketing portals.

Supported objects

Knowledge articles are structured objects containing various fields. Lokalise can pull article titles and field values of the following types:

  • text

  • text area

  • text area (long)

Lokalise can only work with articles in draft state. Articles in other states have different limitations:

  • Archived – cannot be updated and will be ignored by the Lokalise app.

  • Published:

    • if all languages are published, the article cannot be updated and will be ignored.

    • if there are drafts for some languages, only the drafts can be updated, while published versions remain unchanged.

    • if a new draft is created, only the draft version will be updated and displayed in Lokalise.

  • Draft – can be fully updated and modified through Lokalise.


Initial setup

Licenses

To manage user licenses, go to Administration > Users > Users, find the user you want to modify, click Edit next to their name, and select the appropriate license from the User License dropdown.

For the Articles app, users can have either a Salesforce or force.com license.

Additionally, you must enable the Knowledge user option for the user.

Creating permission sets

Go to Administration > Users > Permission sets and create a new permission set. Enter a label and an API name (any values can be used). Ensure the correct license is selected and system permissions are adjusted accordingly.

On the System Permissions page, select either Salesforce or force.com (if available).

Enable the following system permissions:

  • API enabled

Under App permissions, enable:

  • Article translation - edit

  • Article translation - submit for translation

  • Manage articles

Assigning permission set to a user

Once the permission set is created and configured, it must be assigned to a user.

Go to Administration > Users > Users, find the user, and click on their name (do not click Edit).

Click Permission set assignments.

Click Edit assignments.

Add the newly created permission set and click Save.


Adding translation languages

The language ISO codes in Salesforce must match the language codes in Lokalise to ensure proper synchronization.

To add languages for Salesforce Knowledge, go to Knowledge settings and select one or more languages from the list.


Connecting Lokalise to Salesforce

If you haven’t already, create a Marketing and support project in Lokalise.

Enter a project name, select the base and target languages, and choose Salesforce Knowledge from the Content integration dropdown.

Once the project is created, go to the Content management tab. If you are not redirected automatically, open your project manually and navigate to this tab.

Choose the Salesforce environment (production or sandbox) and authorize the app.


Using the app

Salesforce Knowledge supports automated import and export. More details can be found in the corresponding article.

Importing translations from Salesforce

After authorizing the app, you’ll see a list of available items that can be imported to Lokalise for translation.

Select one or more items and click Import selected. Choose the languages you want to import—any missing languages will be automatically created in your Lokalise project.

If Overwrite updated translations is checked, all previously imported translation keys will be updated with the latest data from Salesforce.

The import process runs in the background, and you can track its progress on the Activity page.

To find a specific item, use the search box in the top right corner or filter content using the Filter dropdown.

Exporting translations to Salesforce

Once translations are completed, return to the Salesforce Knowledge app page, select the items you want to export, and click Export selected.

In the export dialog, choose the languages to upload and click OK. The process runs in the background, and the translations will be updated in Salesforce.

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