Guides
Search Salesforce in your knowledge base with Duaer
Connect Salesforce to the Duaer knowledge base. People ask about accounts, opportunities and cases, and find only the records Salesforce lets them see.
What does Duaer find in Salesforce?
Duaer indexes accounts, contacts, opportunities, cases and published Knowledge articles, up to 1,000 of each, the most recently changed first. The key fields of each record become searchable text, such as an account’s industry and city, an opportunity’s stage and amount, or a case’s status and description.
People can ask “What stage is the Globex renewal in?” or “Which cases are still open for Acme?”. Duaer answers with a citation, and the citation opens the record in Salesforce.
How do you connect Salesforce to Duaer?
- In Duaer, create a Salesforce OAuth2 API credential and sign in with a Salesforce account that can read these objects.
- As an owner or admin, open Knowledge base › Data sources, choose the credential on the Salesforce card and click Connect.
- When indexing is done, ask a question whose answer is in a Salesforce record and check that the citation points to that record.
Who finds which record?
Duaer keeps Salesforce’s own record access. Duaer members are matched by email to active Salesforce users, Duaer asks Salesforce which records each of those users may read, and a member finds only those records.
Knowledge articles open to every member matched to a Salesforce user; data categories are not applied. Members who are not Salesforce users find nothing from Salesforce. Changed records are read again every 10 minutes, and who may read every record every hour.
What are the limits?
- Up to 1,000 records of each object, the most recently changed first.
- Notes, attachments and custom objects are not read; Knowledge data categories are not applied.
- The connected account needs API access and read access to these objects. In an org without Knowledge, only records are indexed.
How is this different from the Salesforce process source?
A process source reads Salesforce records as cases of a process, for example how long an opportunity takes from creation to close. The knowledge base lets people find and ask about the records themselves. You can use both.
To see how Duaer puts knowledge search and follow-through together, open the Duaer home page.
Questions
Does Duaer change data in Salesforce?
No. Duaer only queries and reads records to index them. It never writes or edits.
Can employees who are not Salesforce users find Salesforce records in Duaer?
No. Duaer opens a record only to members matched by email to an active Salesforce user who may read it.
Which credential does Duaer use for Salesforce?
A Salesforce OAuth2 API credential, signed in with an account that can read accounts, contacts, opportunities, cases and Knowledge articles.
In this section
Turn SharePoint and Google Drive into a Q&A knowledge base with Duaer
Connect SharePoint, Google Drive, Notion, Jira, Salesforce, Zendesk and more to the Duaer knowledge base. Files stay put; answers cite the source.
Knowledge basePermission-aware enterprise AI search: how Duaer keeps document access intact
Permission-aware enterprise AI search filters results by what each person may open in the source system, before any answer is written. Duaer follows the source’s permissions: a document shows up only for people who can open it where it lives, and answers use only those documents.
Knowledge baseSearch HubSpot in your knowledge base with Duaer
Connect HubSpot to the Duaer knowledge base. People ask about companies, deals and tickets; a record opens to its owner, their team and admins.
Knowledge baseSearch Zendesk tickets and articles with Duaer
Connect Zendesk to the Duaer knowledge base. Agents ask about tickets and Help Center articles and find only what their Zendesk role allows.
Knowledge baseAI answers with citations and no hallucination: how Duaer does it
To get AI answers with citations and without made-up facts, do three things: answer only from documents the person may read, mark which file each statement comes from, and give no answer when there is no source. The Duaer knowledge base answers this way by default.
ProcessAdd a process source in Duaer
A process source tells Duaer where to read the steps of your cases: a CSV or XLSX file, PostgreSQL, MySQL, Microsoft SQL, Oracle, a Feishu Base or Feishu approvals. The wizard takes you through columns, mapping, a preview of issues and a schedule; after you confirm, Duaer reads new rows on that schedule.