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Fix Broken Mapping for Salesforce

When you publish from Paligo to Salesforce Knowledge, Paligo maps the topics to articles in Salesforce. From that point, Paligo knows which topics relate to which articles. But this mapping can be broken, for example, if an article is deleted locally in Salesforce and then restored.

If you have broken mapping, Paligo will not update your Salesforce articles as expected. You will need to fix the broken mapping. The process for fixing the mapping varies, depending on whether you are using a Salesforce Knowledge Layout or a Salesforce Nested Layout.

Fix Broken Mapping - Salesforce Knowledge Layout

If you are using a Salesforce Knowledge Layout for publishing, look in the log file "transformation.log" that is generated when you try to publish. If you have broken mapping, it will contain the error message:

The URL Name cannot match the draft or published version of any other article

To fix the broken mapping, either:

  • Try fixing the broken mapping yourself, by logging into Salesforce Knowledge and changing the URLs there (or delete the articles that use the conflicting URLs).

  • Use Paligo's Smart restore setting to fix the mapping automatically.

To use Smart restore:

  1. Log in to Paligo via a user account that has administrator permissions.

  2. Select the avatar in the top-right corner. User avatar. It shows the user's image and their name. Next to the name is a downward pointing arrow, which when selected, reveals a menu.

  3. Select Settings from the menu. Cog icon.

  4. Select the Integrations tab. Jigsaw piece icon.

    Paligo settings. The Integrations tab is highlighted.

  5. Select Change on the Salesforce Knowledge panel.

  6. Check the Smart restore box. This tells Paligo to try and fix broken mappings automatically.

    Smart restore setting. It has its box checked to show that it is enabled.

    Important

    Only check the box if the transform.log file that is generated when you try to publish contains the error:

    The URL Name cannot match the draft or published version of any other article

  7. Select Save.

  8. Publish your content to Salesforce. This time around, Paligo should fix the broken mapping automatically by matching the Paligo content to the Salesforce content by the URLs.

    If you still have problems with broken mapping, contact Paligo customer support.

  9. Go back into the Salesforce integration settings and clear the Smart restore checkbox, and then select Save.

Fix Broken Mapping - Salesforce Nested Layout

With the Salesforce Nested Layout, you have access to Salesforce Preflight and this will generate a warning if there is broken mapping. When you try to publish, there will be a warning icon on the article or navigational topic that has broken mapping. Paligo will also show this warning message:

The article with the url “<url xyz>” already exists

To fix the broken mapping, you can either:

  • Try fixing the broken mapping yourself, by logging into Salesforce Knowledge and changing the URLs there (or delete the articles that use the conflicting URLs).

  • Use Paligo's Match articles based on URL setting to fix the mapping automatically.

    This is often the quickest solution, and we explain how to do it below.

To use Match articles based on URL:

  1. On the Salesforce Preflight tab, make sure that you have dealt with any other warnings (see Warnings in Salesforce Preflight).

  2. For the broken mapping warnings, make sure that the topics and articles with broken mapping do actually contain similar content. This is because when Paligo fixes the mapping, it will push the content of the topics into the matching articles. In most cases, this is exactly what you want. But it is possible that you could have a topic and article using the same URL, but they contain different content and you don't want them to be mapped.

    If you have topics and articles that should not be mapped, change the article's URL in Salesforce. The Paligo topic will then map to a new article with a different URL.

  3. On the Publish document dialog, select the Settings tab.

    Close-up of top of Publish document dialog. A callout arrow points to the Settings tab.

  4. Check the Match articles based on URL box.

    When checked, Paligo will attempt to fix any broken links. It will compare the URL that the Paligo content will use to the URLs that already exist in your Salesforce. If the URLs match, Paligo will remap the content. If there are no matches, Paligo will add the content as a new article or navigational topic.

  5. Apply any other publishing settings you want to use and then publish your content.

    To learn about the publishing settings, see Publish to Salesforce Knowledge.

When you publish, Paligo should publish the content and fix the broken mapping. To check, access the publishing settings again and look in Salesforce Preflight. You should see that the warnings have gone and the mapping is restored.

If you still have broken mapping warnings, please contact customer support.