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Salesforce Knowledge Integration

Abstract

Discover how you can use Paligo to author content and then publish it directly to Salesforce Knowledge.

You can use the powerful authoring features of Paligo to create your content and then publish it directly to Salesforce Knowledge. Depending on which Salesforce Layout you use for publishing, Paligo can publish to articles only or a mix of "Navigational Topics" and articles.

To publish from Paligo to Salesforce Knowledge:

  1. Preparations for Salesforce Integration and check that you have the correct plans, features, and licenses.

  2. Connect Paligo to Salesforce Knowledge.

  3. Make sure you understand the differences between the two types of Salesforce Layout:

  4. Decide whether you are going to create your own Salesforce Layout or use a built-in one.

    For details, see Create a Salesforce Layout.

    If you create a custom Salesforce Nested Layout, you can Edit a Salesforce Layout to control the mapping and change other publishing settings.

  5. Use a Salesforce Layout to Publish to Salesforce Knowledge.

Paligo will then publish your content directly to Salesforce Knowledge. It will also download the HTML as a package in your browser.

We have summarized the necessary preparations for you to Publish to Salesforce Knowledge. In short, it means that you

To set up your Salesforce instance:

  1. Make sure you are on the appropriate plans for Paligo and Salesforce:

    • Paligo - You need to be on the Enterprise plan.

    • Salesforce - You need to be on a plan that supports:

      • Salesforce Knowledge in the Lightning Experience.

      • API access.

  2. Make sure you have the appropriate Salesforce Experience Cloud licenses.

  3. Enable Salesforce Knowledge in the Lightning Experience. This allows the Lightning Knowledge interface to use your Knowledge articles, refer to the official Salesforce documentation.

  4. Enable Experience Cloud.

  5. Create an Experience Cloud Site

    Important

    We recommend that you create a separate site for the content that you will publish from Paligo.

    If you have content from Paligo and content created locally in Salesforce on the same site, it can result in mapping errors.

  6. Set up Data Categories. This is an optional step, but we recommend that you set up Data Categories as they allow you to organize your articles, refer to the official Salesforce documentation.

    You can only set up Data Categories in Salesforce. But once they are in place, you can publish content in Paligo and choose which Data Categories to use, see Publish to Salesforce Knowledge.

  7. Set up the Salesforce Digital Experience and choose a theme. The Digital Experience is the presentation part of Salesforce Knowledge, where your audience is presented with your articles.

    Typically, Paligo users choose the Help Center theme in Salesforce Knowledge, see Prebuilt Experience Builder Themes.

    Salesforce Community Help Center portal page showing articles that have been added to Salesforce from Paligo.
    Article shown in Salesforce Community Help Center. The article was created in Paligo as a topic and then mapped to Salesforce.

    Example of Salesforce Digital Experience using Help Center theme.

  8. If you are going to publish to multiple languages, make sure you have enabled those languages in Salesforce Knowledge.

    1. From Setup, enter "Translate" in the Quick Find box.

    2. Select Translation Language Settings.

    3. Select Add.

    4. Add the language(s) and translators.

    5. Select Save.

    For details, refer to the official Salesforce documentation.

  9. Optional step - We recommend that you set up a generic user in Salesforce Knowledge for the Paligo integration. This user will be available even if people leave your organization.

Before you can connect Paligo to Salesforce Knowledge, make sure you have made the necessary preparation. Also make sure that you have the appropriate plans, features, and licenses. This is all explained in Preparations for Salesforce Integration.

When you have made the preparation, you can connect Paligo to Salesforce Knowledge. There are quite a number of tasks to complete, so we have divided them into 4 stages.

To connect to Salesforce, Paligo needs various details, including the user credentials and a security token. To get the credentials and security token, it can be easier to switch from Salesforce's Lightning Experience interface to the Classic interface.

Using the Classic interface:

  1. Make sure the "Permission API" is enabled in your Salesforce account. This is normally enabled by default, but if not, you can set it under Setup at Users > Profiles.

  2. Get the user credentials for Salesforce that you want to use to connect the integration.

    Note

    We recommend that you create a separate user for this purpose. This can be especially important so that you are not dependent on a single user that may leave your company.

  3. Get the security token. You may have received this when you created your Salesforce account. But if you don't have it, you can generate a new one:

    1. In Salesforce, select your profile in the top-right corner.

    2. Choose Settings.

    3. In the Quick find field, search for "token" and then select Reset Security Token. A new security token is sent to you by email.

You will need the user credentials and security token in stage 4, when you add the integration settings in Paligo.

Next, you need to set up the API field.

You need to get an API field name as this is another setting that is needed for the Paligo-to-Salesforce integration.

  1. Go to Setup in Salesforce.

  2. Search for Object Manager in the quick find, and select it.

  3. In the Object Manager, select Knowledge.

  4. Create a Rich Text Field.

    1. Select Fields and Relationships.

    2. Select New.

    3. Select Text Area (Rich).

    4. Select Next.

    5. Fill out the fields:

      (You can choose a different name if you want to)

      richtextfield.png
    6. Select Next.

    7. Leave the next screen as is by default. Select Next.

    8. On the next screen, uncheck all boxes. We will add this field to a new Article type/Page layout later.

    9. Select Save.

  5. If you do not have an existing Page Layout you want to publish to, you can create a new one.

    newpagelayout.png
  6. Select Save.

  7. Drag your Rich Text field to the Knowledge Detail area:

    dragrichtextfield.png
    dragrichtextfield2.png
  8. Create a new record type:

    1. Select Record Types in the left menu of the Object Manager.

    2. Select New.

    3. Fill in the fields something like below, but again you can choose your name:

      newrecordtype.png
    4. If you want to enable it for everyone, check all the boxes. You also need to make it the default record type for Paligo to be able to publish to it.

      defaultrecordtype.png
  9. Select Next.

  10. Select the Page Layout you want to use.

    selectpagelayout.png
  11. Select Save.

  12. Get the API field content for the Paligo settings:

    1. Select Fields & Relationships.

    2. Find your Rich Text field and make a note of the field name. You will need the field name when you add the integration settings in Paligo.

      • In Salesforce, the article was removed and then restored

      • The API indicates that the article has been deleted when, in fact, it is still there.

      copyrichtextfield.png

Next, you need to create a connected app in Salesforce.

To connect Paligo to Salesforce, you need to have a connected app in Salesforce.

  1. Go to Setup.

    setup.png
  2. Enter "oauth" in the Quick Find box and select OAuth and OpenID Connect Settings.

    Allow_Oauth_username_Password_flows_small.jpg
  3. Select the the slider Allow OAuth Username-Password Flows to enable it.

  4. Enter "app" in the Quick Find box and select App Manager.

    enter-app.png
  5. Create a New Connected App.

    new-connected-app.png
  6. Enter a name for the app, for example, Paligo. The API name is filled in automatically.

  7. Enter a contact email address.

  8. Select Enable OAuth Settings.

  9. In the Callback URL field, enter https://login.salesforce.com/services/oauth2/callback.

  10. In the list of Available OAuth Scopes, add Full Access (full) to the Selected OAuth Scopes.

    oauth-scopes.png
  11. Select Save.

    save-and-wait.png

    It takes up to 10 minutes before the app is ready to be used in Salesforce.

  12. Make a note of the Consumer Key and Consumer Secret as you will need to add these to the integration settings in Paligo.

Next, you can add the Salesforce integration details to Paligo.

When you have completed stages 1-3 inclusive in Salesforce, you can add the integration details to Paligo.

The draft articles in Salesforce will appear to be very basic. To make them more visually appealing, you can set up Salesforce to publish the articles to a Salesforce Community that uses a help center theme.

Note

The " Lightning experience" view in Salesforce may be a bit inconsistent in how draft articles show or not. If you do not see them in that view, switch to "Classic mode" and choose to view draft articles.

  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 Add or Change for the Salesforce integration.

    SalesforceIntegration.jpg
  6. Add the Username and Password that you got from Salesforce.

    Salesforce_Integration.jpg
  7. Add the security Token from Salesforce.

  8. Add the Consumer Key and Consumer Secret.

  9. Add the rich text field name in the Content field API name field.

  10. Choose whether you want Paligo to publish content as Draft or Published articles in Salesforce.

    Paligo Salesforce integration. The Publish Status section has a Published radio button and a Draft radio button.
  11. Use the Custom link prefix field to customize any cross-references.

    • Only use this field if your articles in Salesforce are not located directly in the root of your instance.

      For example, leave the Custom link prefix field empty if the URL for your articles is my-instance.force.com/<name of article>. Paligo will publish your cross-references correctly by default.

    • Enter the syntax in the Custom link prefix field if the URL if your articles has one or more extra directories between the instance and the article.

      For example, if the URL for your articles is 'my-instance.force.com/sa/<name of article>, enter my-instance.force.com/sa/ in the Custom link prefix field.

    Custom_Link_Prefix.jpg

    Note

    Paligo will use the custom link prefix automatically each time you publish from Paligo to Salesforce. But it can be overridden by another custom link prefix that you can enter in the publishing settings, see Publish to Salesforce Knowledge.

  12. Check the SEO links box to update the URL name field in Salesforce to match the topic titles and make them SEO friendly.

    SEO_Links.png

    This setting controls the global default, but it is also possible to override this in the publish dialog and in saved publish settings.

    SEO_friendly_Links_Publish_Salesforce.jpg

    Note

    There are certain characters that are not allowed in Salesforce URL names. If any such characters are used, they will be filtered out when SEO links are created. Paligo will then ignore this setting and return to using default UUID.

  13. Check the Smart restore box to make Paligo automatically remap the content to the article in Salesforce.

    Smart_Restore.jpg

    Important

    Only check the box if the Salesforce publish log contains the error:

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

    This error can occur if mapping between Paligo content and Salesforce articles is broken if:

    • In Salesforce, the article was removed and then restored

    • The API indicates that the article has been deleted when, in fact, it is still there.

    Clear the checkbox once the link issues are solved.

  14. Choose whether Paligo will update the URL fields of your articles when you publish to Salesforce:

    • If you want Paligo to publish to Salesforce and update or add URLs for your articles, check the Always Update URL Name Fields box. Paligo will set the URLs based on either the title of the topics being published or the UUID. This depends on the SEO Friendly Links option in the publishing settings, see Publish to Salesforce Knowledge.

    • If you are going to edit the URLs of your articles in Salesforce, after Paligo has published, clear the Always Update URL Name Fields box. This prevents Paligo from updating the URLs.

  15. Select Save.

  16. Select the Change button for the integration.

  17. Select Test Settings to run a connection test.

    Test_Reset_Settings_Integrations_small.jpg
  18. If the settings are:

    • Correct, Paligo shows a green success notification.

    • Incorrect, Paligo shows a red failure notification.

      Check each connection setting carefully, to make sure you have not made any mistakes and try again.

      If the connection test continues to fail, contact Paligo support for assistance.

You should now be able to publish from Paligo to Salesforce Knowledge. You can use the built-in Salesforce Knowledge or Salesforce Nested Layout or you can create your own.

The two different Layouts map your Paligo content to Salesforce Knowledge differently, so we recommend that you read:

Typically, we recommend that you use a Salesforce Nested Layout as it give you more control over the organization of the articles.

Paligo has built-in Salesforce Layouts that you can use for publishing or you can create your own custom Layout. If you create your own Layout, it has to be based on one of the built-in Salesforce Layouts.

Before you create a Salesforce Layout, make sure you understand the difference between a Salesforce Knowledge Layout and a Salesforce Nested Layout. They map the content from Paligo to Salesforce Knowledge differently, and your custom Layout will use the same type of mapping as the Layout it is based on. To learn about the mapping, see Mapping with a Salesforce Knowledge Layout and Mapping with a Salesforce Nested Layout.

  1. Select Layout in the top menu.

    Paligo editor. The Layout option in the header menu is highlighted.

    Paligo displays a list of Layouts. The list is empty if there are no custom Layouts in your Paligo instance.

  2. Select Create New Layout in the lower left corner. New_Layout.jpg

  3. Give your Layout a name in the Layout title field.

    Create new layout dialog. It has a Layout Title field for naming the Layout. It also has an Output Format drop-down menu, where you can choose what type of content this Layout will produce.
  4. Set the Output Format to:

    • Salesforce Knowledge

      Use Salesforce Knowledge if you do not use the "Navigational Topics" feature in Salesforce Knowledge.

    • Salesforce Nested

      Use Salesforce Nested as the base layout if you need Paligo to map topics to "Navigational Topics" in Salesforce Knowledge.

  5. Select OK.

    Paligo creates your new Layout and adds it to the list on the Layouts tab. It will inherit the settings from the base Salesforce Knowledge or Salesforce Nested Layout that you chose as the Output Format.

    If you select your Layout on the Layout tab, Paligo will open it in the Layout Editor. You can use that to change its settings.

If you have created a custom Salesforce Layout, you can edit it and change its settings. There are several changes you can make, including changing the Chunk section depth which affects how Paligo maps content to Salesforce Knowledge.

For publishing to Salesforce, you only need to consider changing the settings described in this article.

Note

We recommend that you do not change the settings in a Salesforce Layout until you understand how the mapping works (see Mapping with a Salesforce Knowledge Layout and Mapping with a Salesforce Nested Layout. If you change the settings without understanding how they affect the mapping, you may get unexpected results.

  • Select Layout in the top menu.

    Paligo editor. The Layout option in the header menu is highlighted.

    Paligo displays a list of Layouts. The list is empty if there are no custom Layouts in your Paligo instance.

    1. Select your custom Layout in the list.

      Paligo opens your custom Layout in the Layout Editor.

    2. Use the Layout Editor to apply your changes. The settings are:

    3. Select Save.

    You can now use your custom Salesforce Layout to Publish to Salesforce Knowledge.

    Salesforce Layouts have a Chunking section depth setting that affects the mapping of content. It tells Paligo how many levels of the publication structure can be mapped to "Navigational Topics" in Salesforce. By default, it has a value of 3, but you can change it if needed (to a maximum of 8, which matches the maximum levels permitted in Salesforce).

    1. Select Layout in the top menu.

      Paligo editor. The Layout option in the header menu is highlighted.

      Paligo displays a list of Layouts. The list is empty if there are no custom Layouts in your Paligo instance.

    2. Select the Salesforce Nested Layout that you want to edit.

      Paligo opens the Layout in the Layout Editor.

    3. Use the Chunking section depth setting to control how many levels of content Paligo can try to map to Navigational Topics.

      • Increase the Chunking section depth number to set Paligo to try and map more levels of your content to Navigational Topics.

      • Decrease the Chunking section depth number to map fewer levels of your content to Navigational Topics.

      Paligo can only map to a Navigational Topic if the fork is inside the Chunk section depth and it has a lower-level "child" fork. For more details, see Rules for Mapping with Salesforce Nested Layout.

    4. Select Save.

    Note

    By default, Paligo will create extra articles to contain any content from the topics that are mapped to Navigational Topics. You can stop Paligo from creating the extra articles, if you prefer. For details, see Generate Articles for Navigational Topics.

    To learn how to use your edited Salesforce Layout for publishing, see Publish to Salesforce Knowledge.

    When you use a Salesforce Nested Layout to publish to Salesforce Knowledge, Paligo leaves images in their original size and resolution, by default. If you prefer, you can set the images to be at a different size.

    To change the image size for Salesforce Nested Layout outputs:

    1. Select Layout in the top menu.

      Paligo editor. The Layout option in the header menu is highlighted.

      Paligo displays a list of Layouts. The list is empty if there are no custom Layouts in your Paligo instance.

    2. Select the Salesforce Nested Layout that you want to change.

    3. Select Images.

    4. Set the Image Size.

      The higher the number of pixels and dots-per-inch (dpi), the greater the file size and quality of the image.

      • Do not include images

      • Use original images

      • Full size (2500 × 2500px, 120dpi)

      • Large (800 × 800px, 72dpi)

      • Medium (400 × 400, 72dpi)

      • Small (250 × 250px, 72dpi)

    5. Select Save.

    When you use this Salesforce Nested Layout for publishing, Paligo will apply your chosen settings. If you set the images to be included at a specific size, the images will be that size in the HTML output that Paligo sends to Salesforce Knowledge.

    When you publish to Salesforce Knowledge, you can choose which languages to include in the output. If you choose a language that has no translation, Paligo will either:

    • Hide the language

    • Use the source language in place of the missing translation.

    To control how Paligo handles missing translations, use the Hide Missing Translation setting in the Salesforce Nested Layout:

    • Select Layout in the top menu.

      Paligo editor. The Layout option in the header menu is highlighted.

      Paligo displays a list of Layouts. The list is empty if there are no custom Layouts in your Paligo instance.

      1. Select the Salesforce Nested Layout that you want to change.

      2. Select Language.

      3. Set Hide Missing Translations to:

        • Enable - To set Paligo to hide the missing translations in the output. When you publish, if you choose a language that has no translation, Paligo will hide that language in the output.

        • Disable - To set Paligo to show missing translations in the output. Any missing translations are shown in the source language.

        • Default to inherit the value for this setting from the base layout. The base layout is either a built-in layout provided by Paligo or another custom layout. To find out more, see Layout Relationships - Base, New, Duplicate.

      4. Select Save.

      When you publish with this Salesforce Nested Layout, Paligo will apply the choice you made.

    In Paligo, topics at all levels of your publication can contain content. But in Salesforce Knowledge, only articles can contain content. This means that if a Paligo topic contains content and it is mapped to a Navigational Topic, its content is unavailable in Salesforce. To solve this problem, you can enable Create article for the section topic. It is available in the Salesforce category of the Salesforce Nested Layout (see Edit a Salesforce Layout).

    1. Select Layout in the top menu.

      Paligo editor. The Layout option in the header menu is highlighted.

      Paligo displays a list of Layouts. The list is empty if there are no custom Layouts in your Paligo instance.

    2. Select the Salesforce Nested Layout that you want to edit.

      Paligo opens the Layout in the Layout Editor.

    3. Set Create Article for the Section Topic to:

      • Enable

        To set Paligo to create an extra article for a Navigational Topic. The extra article will have the same name as the Navigational Topic. Paligo will add the content from the topic (that is mapped to the Navigational Topic) into the extra article.

      • Disable

        To prevent Paligo from creating an extra article for the topics that map to Navigational Topics. If there is any content in these topics, it will be unavailable to Salesforce users.

      • Default to inherit the value for this setting from the base layout. The base layout is either a built-in layout provided by Paligo or another custom layout. To find out more, see Layout Relationships - Base, New, Duplicate.

      For more details, see Rules for Mapping with Salesforce Nested Layout.

    4. Select Save.

    To learn how to use your edited Salesforce Layout for publishing, see Publish to Salesforce Knowledge.

    Paligo automatically adds elements such as labels, numbers and titles to some types of content. For instance, when you add an example element, Paligo automatically gives it a title element too. For HTML-based outputs, you can set Paligo to create span elements for each part of the label/number/title and also to add a class name. You can then use CSS to style these span elements.

    1. Select Layout.

    2. Select the Salesforce Nested Layout that you want to change.

    3. Set the Use separate styling for label, number, and title in formal elements to:

      • Enabled: To set Paligo to create a span element (in the HTML output) for each part of a label, number, or title. It will also create a class name for each span element.

      • Disabled: To set Paligo to output HTML that does not have span elements for each part of labels, numbers, or title elements.

      • Default to inherit the value for this setting from the base layout. The base layout is either a built-in layout provided by Paligo or another custom layout. To find out more, see Layout Relationships - Base, New, Duplicate.

    4. Select Save.

    When you publish content using this Salesforce Nested Layout, Paligo will apply the settings you have chosen. If you enabled the span elements and class names, those will be applied to the labels, numbers, and titles in the HTML. You can use the browser's Inspection Tool to view the HTML, find the class names, and test changes to the CSS. Then you can write a new CSS file.

    To learn about writing CSS to style Salesforce Knowledge content, please refer to the official Salesforce documentation.

The Salesforce Knowledge Layout provides a simpler form of mapping. It allows Paligo to map the top-level topics in a publication to articles. Any lower-level topics in the publication structure are mapped to sub-sections of the articles.

Example 1. Mapping with Salesforce Knowledge Layout

Let's say you have a 3 level publication in Paligo. You decide to use a Salesforce Knowledge Layout to publish your content, and it is mapped like this:

Paligo publication structure. There are callout labels to show how each part of the structure is mapped to Salesforce Knowledge. The top-level topics are mapped to articles. All second-level and lower topics are mapped to sub-sections of their parent article.
  • The publication is level 1.

  • "Air Filtering" is at level 2 (the highest level of fork inside the publication). It is mapped to an article in Salesforce Knowledge.

  • "Manual Air Flow Management" is at level 3. This is mapped as a sub-section of the "Air Filtering" article.

  • "Air Flow Overrides" is a level 4 fork. It is mapped to a sub-section of its parent ("Manual Air Flow Management" sub-section inside the "Air Filtering" article.

  • "Stop Air Flow" and "Start Air Flow" are level 5 forks. They are both mapped to sub-sections. These are sub-sections of their parent.

  • "Safety Precautions" is a level 3 fork and is mapped to a sub-section of the "Air Filtering" article.

  • "Customer Support" is a level 2 fork and is mapped to an article.


If this mapping does not suit your publication structure, you could consider using a Salesforce Nested Layout instead (see Mapping with a Salesforce Nested Layout). That supports more complex publication structures.

Alternatively, you could change the structure of your publication. A common approach is to move topics up at least one level, so that you have more articles and fewer sub-sections.

When you understand the mapping, you can publish your content to Salesforce Knowledge, see Publish to Salesforce Knowledge.

Paligo has a Salesforce Nested Layout that you can use to publish to Salesforce Knowledge. It allows you to publish content directly to both:

  • Articles

    The articles contain the information that users read.

  • Navigational Topics

    The Navigational Topics do not contain content. Instead, they are used to guide users to collections of related articles. In some themes, they are used as menu options.

We use the term "mapping" to describe the process of matching the Paligo content to the required structure in Salesforce Knowledge.

To understand how the mapping works, you need to be aware of:

  • Layout settings that affect the mapping

  • Mapping rules

When you understand how these work, you will be able to use the Layout settings to change the mapping to suit your requirements.

The Salesforce Nested Layout has two settings that you can use to control the mapping. These are:

  • Chunk section depth

    This is the most important setting for the mapping and you can find it in the Layout's TOC and chunking category. It tells Paligo how many levels of your publication structure can be mapped to Navigational Topics.

    By default, it is set to 3, which means the top 2 levels of forks (references to topics) in your publication may be mapped to Navigational Topics. (The first level is the publication itself). Lower-level forks are mapped to articles or sub-sections of the articles.

    pub-level-structure-123.png

    "Air Filtering" is a level 2 topic, "Manual Air Flow Management" is a level 3 topic. Both are mapped to Navigational Topics.

    Note that a fork being inside the Chunk section depth level does not guarantee that it will be mapped to a Navigational Topic. There are other criteria that also have to be met, as explained in Rules for Mapping with Salesforce Nested Layout.

  • Create article for the section topic

    You can find this setting in the Layout's Salesforce category. When enabled, it tells Paligo to create an extra article for each Navigational Topic. This can be useful if you do not want to lose content from topics that are mapped to Navigational Topics. For details, see Generate Articles for Navigational Topics.

Paligo has rules for mapping content to Salesforce Knowledge. It uses these rules as well as the Layout settings to determine whether content is mapped to a Navigational Topic, article, or sub-section of an article in Salesforce. Also, some content may not be mapped at all, due to not meeting the required criteria.

To explain the rules for mapping with a Salesforce Nested Layout, we are going to use an example publication structure (shown below). The publication structure has 6 levels of content, where the publication itself is level 1 and then there are forks (references to topics) at levels 2, 3, 4, 5 and 6.

Publication's hierarchical structure. From top to bottom: Level 1: Acme Building Control publication Level 2: Air Filtering, mapped to navigational topic and article. Level 3: Automatic Air Flow Management, mapped to navigational topic and article Level 4: Program the auto-flow, mapped to article Level 5: Auto-Flow start time, mapped to sub-section Level 6: Auto-flow start (regular schedule) and Auto-flow start (custom schedule) both mapped as sub-sections of their parent sub-section.

Note

We assume that the Salesforce Nested Layout has its Chunk section depth set to 3 (default) and Create article for section topic is enabled (default).

The rules for mapping to Navigational Topics, articles, or sub-sections are:

  • Navigational Topic

    To be mapped to a Navigational Topic, a fork has to meet both of these criteria:

    • Inside the Chunk section depth.

    • Has a lower-level "child" fork.

    In the example structure, "Air Filtering" is mapped to a Navigational Topic as it is inside the Chunk section depth and has a child fork ("Automatic Air Flow Management"). The "Automatic Air Flow Management" fork also meets the criteria for a Navigational Topic.

  • Article

    To be mapped to an article, a fork has to meet any of these criteria:

    • Outside the Chunk section depth and has a parent fork that is mapped to a Navigational Topic.

      In the example, "Program the Airflow" meets this criteria.

    • Inside the Chunk section depth but has no child fork.

      In the example, "Safety Precautions" meets this criteria.

    • Mapped to a Navigational Topic and Create article for the section topic is enabled in the Layout.

      In the example, "Air Filtering" and "Automatic Air Flow Management" meet this criteria.

  • Sub-section

    To be mapped to an article, a fork has to meet any of these criteria:

    • Outside the Chunk section depth and has a parent fork that is mapped to an article.

      In the example, "Auto Flow Start Time" meets this criteria.

    • Outside the Chunk section depth and has a parent fork that is mapped to a sub-section.

      In the example, "Auto Flow Start (Regular Schedule)" and "Auto Flow Start (Custom Schedule)" both meet this criteria.

  • Not Mapped

    Paligo will not map any fork that meets all of these criteria:

    • Inside the Chunk section depth.

    • Has no parent fork (the publication does not count as a parent).

    • Has no child fork.

    In the example, "Customer Support" meets this criteria.

You will need to be aware of these rules if you make changes to the mapping.

The following examples show how changing the Chunk section depth in a Salesforce Nested Layout can affect the mapping:

Each example shows the mapping and also explains how Paligo applies the rules to determine whether a fork is mapped to a Navigational Topic, article, or sub-section of an article.

Example 2. Mapping with Salesforce Nested Layout, Chunk section depth set to 3

Let's look at how Paligo will map a 5-level topic structure to Salesforce Knowledge when the default settings are in place (Chunk section depth is 3, Create article for the section topic is set to Enable).

Publication's hierarchical structure. From top to bottom: Level 1: Acme Building Control publication Level 2: Air Filtering, mapped to navigational topic and article. Level 3: Automatic Air Flow Management, mapped to navigational topic and article Level 4: Program the auto-flow, mapped to article Level 5: Auto-Flow start time, mapped to sub-section Level 6: Auto-flow start (regular schedule) and Auto-flow start (custom schedule) both mapped as sub-sections of their parent sub-section.

Paligo uses the Layout settings and the rules for mapping to decide how each topic is mapped.

  • The publication is level 1

  • "Air Filtering" is at level 2.

    • Inside Chunk section depth: Yes.

    • Has child forks: Yes ("Automatic Air Flow Management" and "Safety Precautions").

    • Mapped to: Navigational Topic and article.

  • "Automatic Air Flow Management" is at level 3.

    • Inside Chunk section depth: Yes.

    • Has child forks: Yes ("Program the Auto-Flow").

    • Mapped to: Navigational Topic and article.

  • "Program the Auto-Flow" is at level 4.

    • Inside Chunk section depth: No

    • Parent fork is mapped to: Navigational Topic ("Automatic Flow Management")

    • Mapped to: Article.

  • "Auto-Flow Start Time" is at level 5.

    • Inside Chunk section depth: No.

    • Parent fork is mapped to: Article ("Program the Auto-Flow").

    • Mapped to: Sub-section of parent article.

  • "Auto-Flow Start (Regular Schedule)" and "Auto-Flow Start (Custom Schedule)"

    • Inside Chunk section depth: No.

    • Parent fork is mapped to: Sub-section ("Auto-Flow Start Time").

    • Mapped to: Sub-section of parent sub-section.

  • "Safety Precautions" is at level 3.

    • Inside Chunk section depth: Yes

    • Parent fork is mapped to: Navigational Topic ("Air Filtering")

    • Mapped to: Article.

  • "Customer Support" is at level 2.

    • Inside Chunk section depth: Yes.

    • Parent fork is mapped to: No parent (publication is not counted as a parent fork).

    • Has child fork: No.

    • Mapped to: Cannot be mapped as no parent fork and no child fork.


Example 3. Mapping with Salesforce Nested Layout, Chunk section depth set to 2

Let's look at how changing the Chunk section depth to 2 affects the mapping of a publication with 5 levels of content. For this example, we assume the Create article for section topic is set to Enable.

Publication's hierarchical structure. From top to bottom: Level 1: Acme Building Control publication Level 2: Air Filtering, mapped to navigational topic and article. Level 3: Automatic Air Flow Management, mapped to article Level 4: Program the auto-flow, mapped to sub-section Level 5: Auto-Flow start time, mapped to sub-section Level 6: Auto-flow start (regular schedule) and Auto-flow start (custom schedule) both mapped as sub-sections of their parent sub-section.

Paligo uses the Layout settings and the rules for mapping to decide how each topic is mapped.

  • The publication is level 1.

  • "Air Filtering" is at level 2.

    • Inside Chunk section depth: Yes.

    • Has child forks: Yes ("Automatic Air Flow Management" and "Safety Precautions").

    • Mapped to: Navigational Topic and article.

  • "Automatic Air Flow Management" is at level 3.

    • Inside Chunk section depth: No.

    • Parent fork is mapped to: Navigational Topic ("Air Filtering").

    • Mapped to: Article.

  • "Program the Auto-Flow" is at level 4.

    • Inside Chunk section depth: No.

    • Parent fork is mapped to: Article ("Automatic Flow Management").

    • Mapped to: Sub-section of article.

  • "Auto-Flow Start Time" is at level 5.

    • Inside Chunk section depth: No.

    • Parent fork is mapped to: Sub-section ("Program the Auto-Flow").

    • Mapped to: Sub-section of parent sub-section.

  • "Auto-Flow Start (Regular Schedule)" and "Auto-Flow Start (Custom Schedule)"

    • Inside Chunk section depth: No.

    • Parent fork is mapped to: Sub-section ("Auto-Flow Start Time").

    • Mapped to: Sub-section of parent sub-section.

  • "Safety Precautions" is at level 3.

    • Inside Chunk section depth: Yes

    • Parent fork is mapped to: Navigational Topic ("Air Filtering")

    • Mapped to: Article.

  • "Customer Support" is at level 2.

    • Inside Chunk section depth: Yes.

    • Parent fork is mapped to: No parent (publication is not counted as a parent fork).

    • Has child fork: No.

    • Mapped to: Cannot be mapped as no parent fork and no child fork.


Example 4. Mapping with Salesforce Nested Layout, Chunk section depth set to 4

Let's look at how changing the Chunk section depth to 4 affects the mapping of a publication with 5 levels of content. For this example, we assume the Create article for section topic is set to Enable.

Publication's hierarchical structure. From top to bottom: Level 1: Acme Building Control publication Level 2: Air Filtering, mapped to navigational topic and article. Level 3: Automatic Air Flow Management, mapped to navigational topic and article Level 4: Program the auto-flow, mapped to navigational topic and article Level 5: Auto-Flow start time, mapped to article Level 6: Auto-flow start (regular schedule) and Auto-flow start (custom schedule) both mapped as sub-sections of their parent sub-

Paligo uses the Layout settings and the rules for mapping to decide how each topic is mapped.

  • The publication is level 1

  • "Air Filtering" is at level 2.

    • Inside Chunk section depth: Yes.

    • Has child forks: Yes ("Automatic Air Flow Management" and "Safety Precautions".

    • Mapped to: Navigational Topic and article.

  • "Automatic Air Flow Management" is at level 3.

    • Inside Chunk section depth: Yes.

    • Has child forks: Yes ("Program the Auto-Flow").

    • Mapped to: Navigational Topic and article.

  • "Program the Auto-Flow" is at level 4.

    • Inside Chunk section depth: Yes.

    • Has child forks: Yes ("Auto-Flow Start Time").

    • Mapped to: Navigational Topic and article.

  • "Auto-Flow Start Time" is at level 5.

    • Inside Chunk section depth: No.

    • Parent fork is mapped to: Navigational Topic ("Program the Auto-Flow").

    • Mapped to: Article.

  • "Auto-Flow Start (Regular Schedule)" and "Auto-Flow Start (Custom Schedule)"

    • Inside Chunk section depth: No.

    • Parent fork is mapped to: Article ("Auto-Flow Start Time").

    • Mapped to: Sub-section of parent article.

  • "Safety Precautions" is at level 3.

    • Inside Chunk section depth: Yes

    • Parent fork is mapped to: Navigational Topic ("Air Filtering")

    • Mapped to: Article.

  • "Customer Support" is at level 2.

    • Inside Chunk section depth: Yes.

    • Parent fork is mapped to: No parent (publication is not counted as a parent fork).

    • Has child fork: No.

    • Mapped to: Cannot be mapped as no parent fork and no child fork.


If you publish with a Salesforce Nested Layout, you can change how Paligo maps content to Salesforce Knowledge. For example, you may want to have fewer levels of a publication mapped to Navigational Topics, or perhaps you have articles that are too long and need fewer sub-sections.

Note

You cannot make changes to the mapping with Salesforce Knowledge Layouts.

Before you make any changes, make sure you understand the rules for mapping. When you understand how they work, you can alter the mapping by:

  • Changing the Chunk section depth setting in the Layout

    For details, see Control the Mapping to Salesforce Navigational Topics.

  • Change the value of the Create article for the section topic setting in the Layout

    For details, see Generate Articles for Navigational Topics.

  • Change the structure of your publication in Paligo.

    If overlong articles are an issue, consider reorganizing your publication so it has a "flatter" structure. Aim to have more topics at the article level, with fewer sub-sections. You should also consider Salesforce's size limits.

Tip

If you are going to change your publication's structure, we recommend that you first make a copy of the publication or make a branch of it. This means you can keep the original version for use with other outputs, such as PDF or HTML5. Then you can rearrange the copy or branch to create a version for publishing to Salesforce.

You can publish a Paligo publication to "push" content from Paligo to Salesforce Knowledge. You cannot publish individual topics.

Note

Before you publish, you have to:

  1. Select the dotted menu (...) for the topic or publication in Content Manager.

    selectpublish.png
  2. Select Publish. Publish_button_small.png

    publish-document-jan23.png

    Paligo displays the Publish document dialog.

  3. Select the HTML output and choose Salesforce Knowledge.

    publish-salesforce.png
  4. Use the Salesforce link prefix field to customize any cross-references. You should only use this field if your articles in Salesforce are not located directly in the root of your instance.

    For example, if the URL for your articles is 'my-instance.force.com/<name of article>', leave the Salesforce link prefix field empty. Paligo will publish your cross-references correctly by default.

    If the URL for your articles has one or more extra directories between the instance and the article, enter the syntax in the Salesforce link prefix field. For example, if the URL for your articles is 'my-instance.force.com/sa/<name of article>, enter /sa/ in the Salesforce link prefix field.

    Note

    The Salesforce integration settings also have a link prefix setting, but the Salesforce link prefix in the publishing settings takes priority.

    The possible combinations and results are:

    • Integration settings has no link entry, publishing settings has no link entry. Result: Cross-references use the syntax <salesforce instance>/<article>

    • Integration settings has link entry, publishing settings has no link entry. Result: Cross-references use the syntax defined in the integration settings.

    • Integration settings has link entry, publishing settings has link entry. Result: Cross-references use the syntax defined in the publishing settings.

    • Integration settings has no link entry, publishing settings has link entry. Result: Cross-references use the syntax defined in the publishing settings.

  5. Use the SEO friendly switch to control how Paligo generates URLs for the articles.

    • Set the switch to on (blue) if you want Paligo to generate URLs that are based on the title of the topic. This creates a more meaningful URL that is better for search engines and your readers. For example, if you have a topic with the title "Research Articles", Paligo will generate its URL as "/articles/research-grants-12345". Spaces in the title are replaced by hyphens and the ID of the topic is added to the end to make sure the URL is unique.

      Paligo publishing settings. SEO friendly links switch is set to on. Its background is blue.
    • Set the switch to off (white) if you want Paligo to generate URLs that are based on the UUID of the topic. This create a URL that contains the UUID, such as /articles/UUID-123-1230654.

      Paligo publishing settings. The SEO friendly links switch is set to off. Its background is white.
  6. Use Match articles based on URL to control what action Paligo takes if the mapping between Paligo and Salesforce is lost.

    If you have published your content to Salesforce previously, Paligo keeps a record of which topics match the URLs in Salesforce. We call this “mapping”. If you then switch your Salesforce from Production to Sandbox or Sandbox to Production, the mapping can be lost.

    To prevent the loss of mapping, check the Match articles based on URL box.

    If you leave the box clear (unchecked), Paligo will lose the mapping and create new articles if you switch between Production and Sandbox. In this scenario, the publishing process can fail if the Salesforce instance already contains an article with the URL Paligo is trying to use.

    Salesforce Knowledge publishing settings in Paligo. Close up of the Match articles based on URL setting and checkbox.
  7. Click in the Salesforce Data Categories field and then choose a data category from the list. The data categories in the list have to be set up in Salesforce (Paligo pulls them from Salesforce). They can be set up for different purposes, including targeting different audiences.

    Paligo publishing settings. Salesforce Data Categories setting has a dropdown list showing a hierarchy of Data Categories.

    Note

    If you select a "parent" data category, you cannot select any of its "child" data categories. This is because Salesforce does not allow you to associate an article with both a parent category and its child categories.

    Warning

    When you publish, Paligo will remove any existing relationships between the article and Data Categories. It will then create the new relationships you chose in Paligo's publishing settings.

  8. Select the languages to be published.

    Languages section of Publish document dialog. There are options for each language. English UK and Swedish are selected.

    Note

    If no translations are available, only the Source Language will show. If you have multiple languages translated and approved, you can select which ones to include. Paligo will publish each language as a separate output.

    For PDF output you can publish them as one multilingual publication, check the Combine selected languages box.

  9. Select Edit in the Profiling attributes section to apply Filtering / Profiling (Optional).

    If you do not want to apply a filter, leave the field blank.

    Profiling attributes dialog. Outputformat is set to include HTML.

    Select OK to add your chosen profiling attribute(s).

    Profiling attributes section of Publish document dialog. Shows Outputformat: HTML selected.
  10. Select Edit in the Variables section to apply Variables (Optional).

    If you do not want to apply a variable, leave the field blank.

    Variables dialog showing ACME 100 200 300 as variables and ACME 100 is set.

    Select OK to add the selected variables.

    Variables section of publish document dialog. The ACME 100 200 300 variable set is selected with the ACME 100 variant.
  11. Use the Upload output section to upload a zip file of the content to a repository, see Integrations.

  12. Use the Output filename section to control the filename.

    By default, Paligo will use the filename syntax that is defined in the System Settings.

    Output filename section. There is a Template field that contains the values ID, Title, and Format. In the top-right corner is a preview of the filename that Paligo will generate if the current settings are used.

    To change the information included in the filename, enter your preferred format in the publishing settings. Default is: ID-Title-Format.

    You can use:

    • ID - The ID of the document.

    • Title - The title of the publication or topic that you are publishing.

    • Format - The name of the output format, for example, PDF or HTML5.

    • Edit date - The date that the publication or topic was last edited.

    • Branch label - The text from the branch label for the publication or topic. This only applies if your content has been branched and it has a branch label. For details, see Add or Edit Branch Labels.

    • Unique value - A random string of characters, generated by Paligo, that is added to the filename to make it unique. This can stop the file from being overwritten by later publishes of the same document.

    Tip

    If you type @ into the field, Paligo displays a list of the available values and you can select from the list. To remove a value, click in it and use the delete key or backspace key to remove all of its characters.

    Note

    The filename shown in the top-right corner is a preview of the filename that Paligo will use when you publish.

  13. Set the Optional Parameters (leave unchecked if you do not want these features):

    • Save the output in Paligo - Check the box to save the zip file in the Resource View. Clear the box if you want Paligo only download the published output file in your browser.

      If you save the output in Paligo, you can download the zip file from the Resource Detail Panel for the publication or topic and then download the zip file from the Saved Outputs tab.

    • Email me - Check this box if you want Paligo to send you an email when the publication is ready. This is useful if you have very large publications that can take a longer time to process and publish.

    • Make debug build - Check this box if you want Paligo to include a log file and link report. If there is an issue with your content, Paligo support may ask you to enable this feature so that they can use the log files to investigate.

  14. Select Publish Document.

    Paligo starts processing your content and applies your layout and publishing settings. The time that this takes can vary depending on how much content you are publishing (the more content there is, the longer it takes).

    Publication process dialog showing process is 98% complete.

    A progress bar shows you how much of the processing Paligo has completed and how much is left to do. When the processing is complete, a notification is shown.

    The published output appears as:

    • A ZIP file with the published output appears in the downloads folder on your computer.

      If you have altered your browser's settings to store downloaded files somewhere else, the zip file will be found there instead.

      If you are using a publishing integration, the zip file will also be sent to the relevant service.

    • A link in the Activity Feed Panel to download the published content.

    Note

    To make the content available online, first unzip the file. You can then use the file locally or you can use an FTP client, such as Filezilla, to upload the unzipped content to a web server.

    Tip

    You can save your publishing settings and reuse them to achieve a smoother publishing process, see Publishing Settings. Any settings you save can also be used for Batch Publishing.

    Publish document dialog has a Save Settings option and a Saved Settings tab. The option saves the currently shown settings and these can then be selected in a single action on the tab.

When the publishing is done, go to your Salesforce Knowledge account and check the results. You can set the look and feel of the articles in Salesforce. Typically, this is done by setting up a Create a Salesforce Layout and using CSS to style the content there.

Note

If Salesforce displays an error relating to the article size, and your article is 130 KB or less, it is likely due to size limits that are set in Salesforce. Please refer to Salesforce's documentation for details on how to change the limits.

Paligo can publish topics of up to 130 KB and content is "pushed" into a single field in Salesforce.

Tip

It is often easiest to manage articles in the Salesforce Classic mode. You can find the published articles by selecting to view all tabs (the plus sign at the top-right), and then select Article Management.

All tabs section in Salesforce. A callout box highlights the article management option. Another callout box highlights the plus icon in the top-right corner.

Import Content from Salesforce Knowledge

Abstract

Importing content from Salesforce Knowledge is possible, but varies depending on how your content is set up. Contact your account manager for information.

It is possible to import content from Salesforce Knowledge into Paligo. There are several different ways to do this and the best approach for you will depend on your requirements and the structure of your content.

For more information, please contact your account manager.

Salesforce enforces some size limitations that it's important to be aware of.

  • Images can not be larger than 1 MB. In general, it is of course good to reduce the size of images, but in Salesforce, the publishing will not go through at all if there is an image larger than this limit.

  • Each article can not be larger than 130 KB (in terms of plain text, excluding images).

    It can of course be difficult to know exactly how large your output articles will be, but as an indication, 130 KB is quite a lot of text and would make for a very long article.

Note

If Salesforce displays an error relating to the article size, and your article is 130 KB or less, it is likely due to size limits that are set in Salesforce. Please refer to Salesforce's documentation for details on how to change the limits.

Paligo content is "pushed" into a single field in Salesforce.