Salesforce Knowledge Integration
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:
Preparations for Salesforce Integration and check that you have the correct plans, features, and licenses.
Make sure you understand the differences between the two types of Salesforce Layout:
Salesforce Knowledge Layout, see Mapping with a Salesforce Knowledge Layout
Salesforce Nested Layout, see Mapping with a Salesforce Nested Layout
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.
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
Set up your Salesforce instance according to the steps below. For more details refer to the official Salesforce documentation.
After the setup, you Connect Paligo to Salesforce Knowledge.
To set up your Salesforce instance:
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.
Make sure you have the appropriate Salesforce Experience Cloud licenses.
Enable Salesforce Knowledge in the Lightning Experience. This allows the Lightning Knowledge interface to use your Knowledge articles, refer to the official Salesforce documentation.
Enable Experience Cloud.
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.
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.
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.
Example of Salesforce Digital Experience using Help Center theme.
If you are going to publish to multiple languages, make sure you have enabled those languages in Salesforce Knowledge.
From Setup, enter "Translate" in the Quick Find box.
Select Translation Language Settings.
Select Add.
Add the language(s) and translators.
Select Save.
For details, refer to the official Salesforce documentation.
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.
Note
If you are going to publish to a Salesforce sandbox as well as a Salesforce production, you will need the username, password and security token for both areas.
Using the Classic interface:
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.
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.
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:
In Salesforce, select your profile in the top-right corner.
Choose Settings.
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.
Go to Setup in Salesforce.
Search for Object Manager in the quick find, and select it.
In the Object Manager, select Knowledge.
Create a Rich Text Field.
Select Fields and Relationships.
Select New.
Select Text Area (Rich).
Select Next.
Fill out the fields:
(You can choose a different name if you want to)
Note
If you're going to publish large articles, increase the Length to its max value. If the length is too small, it can result in an error when you publish.
Select Next.
Leave the next screen as is by default. Select Next.
On the next screen, uncheck all boxes. We will add this field to a new Article type/Page layout later.
Select Save.
If you do not have an existing Page Layout you want to publish to, you can create a new one.
Select Save.
Drag your Rich Text field to the Knowledge Detail area:
Create a new record type:
Select Record Types in the left menu of the Object Manager.
Select New.
Fill in the fields something like below, but again you can choose your name:
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.
Select Next.
Select the Page Layout you want to use.
Select Save.
Get the API field content for the Paligo settings:
Select Fields & Relationships.
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.
Next, you need to create a connected app in Salesforce.
To connect Paligo to Salesforce, you need to have a connected app in Salesforce.
Go to Setup.
Enter "oauth" in the Quick Find box and select OAuth and OpenID Connect Settings.
Select the the slider Allow OAuth Username-Password Flows to enable it.
Enter "app" in the Quick Find box and select App Manager.
Create a New Connected App.
Enter a name for the app, for example,
Paligo. The API name is filled in automatically.Enter a contact email address.
Select Enable OAuth Settings.
In the Callback URL field, enter
https://login.salesforce.com/services/oauth2/callback.In the list of Available OAuth Scopes, add Full Access (full) to the Selected OAuth Scopes.
Select Save.
It takes up to 10 minutes before the app is ready to be used in Salesforce.
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.
Log in to Paligo via a user account that has administrator permissions.
Log in to Paligo via a user account that has administrator permissions.
Select the avatar in the top-right corner.
Select Settings from the menu.
Select the Integrations tab.
Select Add or Change for the Salesforce integration.
Add the Username and Password that you got from Salesforce.
Add the security Token from Salesforce.
Add the Consumer Key and Consumer Secret.
Add the rich text field name in the Content field API name field.
Choose whether you want Paligo to publish content as Draft or Published articles in Salesforce.
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.
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.
Check the SEO links box to update the URL name field in Salesforce to match the topic titles and make them SEO friendly.
This setting controls the global default, but it is also possible to override this in the publish dialog and in saved publish settings.
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.
Check the Smart restore box to make Paligo automatically remap the content to the article in Salesforce.
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.
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.
If you want to publish to a Salesforce Sandbox instead of your production Salesforce Knowledge.
Check the Publish to sandbox box.
Uncheck the box if you want to switch back to publishing to the production Salesforce Knowledge.
Enter the connection details for the sandbox. These are the Sandbox Username, Sandbox Password, and Sandbox Token (security token).
When the settings are in place, Paligo will publish to your sandbox if Publish to sandbox is checked. It will publish to your production Salesforce Knowledge if Publish to sandbox is unchecked .
Select Save.
Select the Change button for the integration.
Select Test Settings to run a connection test.
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.
To publish to Salesforce Knowledge, you need a Salesforce Layout. Paligo has two types of Salesforce Layout:
Salesforce Nested Layout.
Use this type of Layout if you want Paligo to publish to a structure that consists of articles and "Navigational Topics". Navigational Topics are a Salesforce concept and are often used as a way of categorizing articles. They are designed to guide users towards relevant articles. In some themes are used as a navigational menu.
Salesforce Knowledge Layout.
This type of Layout only allows Paligo to publish articles to Salesforce Knowledge. It does not allow Paligo to publish to a structure of "navigational topics".
Note
The two types of Layout map the content from Paligo to Salesforce Knowledge differently. To learn about the mapping, see Mapping with a Salesforce Knowledge Layout and Mapping with a Salesforce Nested Layout.
We recommend that you create your own custom Layout that is based on of the two Layout types. You can then edit your custom Layout to meet your requirements.
To create a custom Salesforce Layout:
Select Layout in the top menu.
Paligo displays a list of Layouts. The list is empty if there are no custom Layouts in your Paligo instance.
Select Create New Layout in the lower left corner.
Give your Layout a name in the Layout title field.
Set the Output Format to:
Salesforce Knowledge
Use Salesforce Knowledge if you only use articles in Salesforce Knowledge and do not use the "Navigational Topics".
Salesforce Nested
Use Salesforce Nested if you use "Navigational Topics" and articles in Salesforce Knowledge.
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.
To access the editing settings for a Salesforce Knowledge or Salesforce Nested Layout:
Select Layout in the top menu.
Paligo displays a list of Layouts. The list is empty if there are no custom Layouts in your Paligo instance.
Select the Salesforce Knowledge Layout or Salesforce Nested Layout that you want to edit.
Each custom Salesforce Layout has settings that you can use to control how Paligo publishes content to Salesforce Knowledge. These include options for changing the image resolution, mapping (Salesforce Nested Layouts only), and labels.
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.
To edit the Salesforce layout that you want to edit:
Apply your changes to the layout. The settings are:
TOC and chunking (Salesforce Nested Layout only)
Chunk section depth, see Control Mapping to Navigational Topics.
Images
Image size, see Set the Image Size for Salesforce Knowledge.
Languages
Hide missing translations, see Hide Missing Translations for Salesforce Knowledge.
Salesforce
Create article for the section topic, see Generate Articles for Navigational Topics (Salesforce Nested Layout only)
Use Separate styling for label, number, and title in formal elements, see Add a Class to Labels, Numbers, and Titles in Salesforce.
Select Save.
You can now use your custom Salesforce Layout to Publish to Salesforce Knowledge.
Salesforce Nested 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.
Note
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 a Salesforce Nested Layout
To change the amount of levels that can be mapped to navigational topics:
Increase the Chunk section depth number to map more levels. The default is 3 and the maximum depth is 8.
Decrease the Chunk section depth number to map fewer levels.
Paligo can only map to a navigational topic if the topic's fork is within the Chunk section depth and it has a lower-level "child" fork. For more details, see Mapping with a Salesforce Nested Layout.
For example, in the following images, the Chunk section depth is 3, where the top level is the publication, the second level is "Mission Control Center" and the third level is "Command Center". When you publish, the publication itself is not mapped, the "Mission Control Center" level 2 topic is mapped to a navigational topic, and the "Command Center" level 3 topic is mapped to both a navigational topic and an article. The lower-level "Controls System" and "Control Room" topics are mapped to articles.
Note
If you only want Paligo to map content to articles, with no navigational topics, use a Salesforce Knowledge Layout for publishing (see Publish to Salesforce Knowledge.
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.
When you publish to Salesforce Knowledge, Paligo leaves the images in their original size and resolution, by default. If you prefer, you can set the images to be a different size. This is available on Salesforce Knowledge Layouts and Salesforce Nested Layouts.
Select Images.
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)
Select Save.
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 Layout:
Select Language.
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, see Layout Relationships - Base, New, Duplicate.
Select Save.
When you publish with this Salesforce Layout, Paligo will apply the choice you made.
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, including Salesforce, 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 classes.
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, see Layout Relationships - Base, New, Duplicate.
Select Save.
If you enabled the span elements and class names, those will be applied to the labels, numbers, and titles in the HTML when you publish. You can use the Browser 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.
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:
 |
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.
If your Salesforce Knowledge structure uses "Navigational Topics" as well as articles, make sure you use a Salesforce Nested Layout for publishing. The nested Layout allows Paligo to publish a structure, with navigational topics and articles at different levels. It does this by matching the content in Paligo to the structure in Salesforce Knowledge. We use the term "mapping" for this matching of content.
For example, in the following image (taken from Salesforce Preflight), the "Space Safety" topic is mapped to a navigational topic and the other topics are mapped to articles.
Note
Navigational topics are a Salesforce Knowledge concept. They are used to guide users towards a collection of related articles and in some themes are used as menu options. For more information, see the official Salesforce Knowledge documentation.
Salesforce Preflight) is a great way to see what mapping Paligo will apply before you publish. But to understand why topics are being mapped to navigational topics and articles, you need to be aware of:
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. You need to be aware of these settings, as if set incorrectly, they may produce unwanted mapping.
The settings 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 may be mapped to navigational topics.
If you have a topic inside the Chunk section depth, it may be mapped to a navigational topic. But this is not guaranteed as other criteria also have to be met, as explained in Rules for Mapping with a Salesforce Nested Layout.
If you have a topic outside the Chunk section depth, it cannot be mapped to a navigational topic.
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.
If you are unsure why Paligo is mapping a topic to a navigational topic or article, it is likely that it is due to one of these settings or the Rules for Mapping with a Salesforce Nested Layout.
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 subsection of an article. Also, some content may not be mapped at all, due to not meeting the required criteria.
Here, we explain the rules for each type of component and also the limits that are set by Salesforce Knowledge. For examples that show how the rules affect the mapping, see Examples of Salesforce Nested Layout Mapping.
Tip
Use Salesforce Preflight to see a preview of the Paligo-to-Salesforce Knowledge mapping.
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.
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.
Inside the Chunk section depth but has no child fork.
Mapped to a navigational topic and Create article for the section topic is enabled in the Layout.
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.
Outside the Chunk section depth and has a parent fork that is mapped to a subsection.
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.
There are limits to how many levels of navigational topics you can have in Salesforce Knowledge. These are not set by Paligo.
The maximum limits are:
25 top-level navigational topics
8 levels of navigational topics
10 navigational topics per level
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.
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).
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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.
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.
 |
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.
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.
 |
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 Mapping to 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:
Complete the Preparations for Salesforce Integration
Decided on which type of Salesforce Layout you are going to use for publishing (see Mapping with a Salesforce Knowledge Layout, Mapping with a Salesforce Nested Layout, and Create a Salesforce Layout).
Select the dotted menu (...) for the topic or publication in Content Manager.
Select Publish.
Paligo displays the Publish document dialog.
Select the HTML output and choose the Salesforce Layout that you want to use for publishing. We recommend that you use a custom Salesforce Nested or Salesforce Knowledge Layout. To learn how to create a custom Layout, see Create a Salesforce Layout.
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.
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.
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.
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.
Use the Salesforce communities setting to choose the Experience Cloud that will receive the content from Paligo. The Experience Cloud is the site that contains your Salesforce Knowledge articles. You can find out about Experience Clouds in the official Salesforce documentation.
Note
The Salesforce communities setting is only available if you are publishing with a Salesforce Nested Layout.
Click in the Salesforce Data Categories field and then choose a data category from the list.
Data categories are a Salesforce concept and they allow you to classify and control access to articles. You need to set them up in Salesforce Knowledge. When they are in place, Paligo can detect them and will display them as options in the Salesforce Data Categories setting.
To learn about data categories, see the official Salesforce documentation.
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.
Select the languages to be published.
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.
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.
Select OK to add your chosen profiling attribute(s).
Select Edit in the Variables section to apply Variables (Optional).
If you do not want to apply a variable, leave the field blank.
Select OK to add the selected variables.
Use the Upload output section to upload a zip file of the content to a repository, see Integrations.
Use the Output filename section to control the filename.
By default, Paligo will use the filename syntax that is defined in the System Settings.
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.
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.
Select the Preflight tab and use the Salesforce Preflight feature to preview the content mapping. You can also choose which topics are published and delete articles and navigation topics remotely, if required. This is an optional but recommended step.
Publish to Salesforce Knowledge.
You can start the publishing process by selecting Publish document on the Settings tab or Publish on the Preflight 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.
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Salesforce Preflight provides a visual representation of what will happen when you publish your Paligo content to your Salesforce Knowledge instance. It shows how your Paligo topics will map to Salesforce Knowledge's navigational topics and articles. You can also use it to:
Control which topics are published
Set the status of content (Draft or Published)
Delete articles and navigational topics (from Paligo).
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Note
Salesforce Preflight is only available when both of these apply:
You are using a Salesforce Nested Layout for publishing
Your Paligo publication has multiple levels of topics (nested content).
To learn how to use Salesforce Preflight, follow the steps below:
Apply the publishing settings:
Locate the publication in the Content Manager and select its dotted menu (...).
Select Publish to display the Publish document dialog.
Select HTML and then select the Salesforce Nested Layout that you want to use for publishing.
Use the other options on the Settings tab to instruct Paligo on what languages to use, what Salesforce Experience Cloud site to publish to, etc. For details on these settings, see Publish to Salesforce Knowledge.
Note
The option to choose a Salesforce Experience Cloud site is only available when publishing with a Salesforce Nested Layout.
Select the Preflight tab.
Look at the hierarchical list on the left side. This shows the content that will exist in your Salesforce Community after publishing.
Entries with a green and white plus icon are going to be added by Paligo.
Entries with a blue recycling icon already exist in Salesforce Knowledge and are going to be updated by Paligo.
Entries with no checkbox or icon are shown at the bottom of the list. These resources were created in Salesforce Knowledge and do not exist in Paligo. Paligo will not make any changes to these and they are not "mapped".
Note
We use the word "resource" as a collective term for articles and/or navigation topics.
Note
When you publish content from Paligo to Salesforce Knowledge, Paligo "maps" the article to the corresponding topic in Paligo. In future, when you publish the same content again, Paligo "remembers" the mapping. This means it can recognize which articles can be updated with changes from the matching topics in Paligo.
To control whether Paligo will add or update a resource, use the check box to the left. Each entry has a checkbox that works as a toggle:
Check the box to set Paligo to publish the resource
Clear the box to prevent Paligo from publishing the resource.
To set different statuses for individual articles:
Select the cog icon
for the article you want to change.
On the Active component tab, set the Status to:
Use default to set the article to use the Global setting (see step 6). Use default is the default setting for articles.
Draft to send the article as a draft to Salesforce Knowledge. It will then be stored as a draft in your Salesforce Knowledge instance, but cannot be seen by your end-users until you publish it. You can publish it in Salesforce Knowledge.
If a published version of the article already exists, that remains in place. Your end-users will still be able to see it (until you publish the new draft version).
Published to send the article as a "live" published article. It will appear in your Salesforce Knowledge instance and will be available to your end-users.
If your Salesforce Knowledge instance contains a draft version of the article that you publish, Paligo will delete the draft.
Repeat these steps for each article, as required.
To set the publishing status for all articles (that are set to "Use default") at once:
Select the Global tab.
Set the Status to:
Published if you want Paligo to publish articles that will be "live" in your Salesforce Knowledge community and can be seen by users.
Draft if you want Paligo to send draft articles to Salesforce Knowledge. They will exist in your Salesforce Knowledge instance, but cannot be seen by your end-users until you publish them. You can publish them in Salesforce Knowledge.
When you publish, Paligo will apply the status to any article that has its own status set to Use default (see previous step). Articles that have their own status set to Draft or Published do not inherit the status from the Global setting.
To use Paligo to delete content that exists in Salesforce Knowledge, select the red trash icon for the resource you want to remove.
If you delete an article, Paligo removes that article from Salesforce Knowledge.
If you delete a navigational topic, Paligo removes that navigational topic only. Any articles that were "children" of the deleted navigation topic remain in place. They still exist in Salesforce Knowledge's "Articles list".
Look at the top of the Preflight tab for information about what Paligo will do when you publish.
The Create panel shows you how many resources Paligo will create in Salesforce Knowledge. These are resources that Paligo has not published to Salesforce Knowledge before (or if it has, it no longer has the mapping in place).
The Update panel shows how many navigation topics and mapped articles Paligo will update (with changes that have been made in the matching Paligo topics). These resources are already mapped (Paligo has published them to Salesforce Knowledge before and "remembers" them).
To publish, select the Publish button at the bottom of the Preflight tab. Alternatively, you can select the Settings tab at the top and publish from there (see Publish to Salesforce Knowledge).
With Paligo's Salesforce Preflight feature, you can use Paligo to delete articles in Salesforce Knowledge. It currently allows you to delete any articles that were created locally in Salesforce Knowledge (and so are not mapped to Paligo content).
The articles that only exist in Salesforce Knowledge have a red trash icon when viewed in Salesforce Preflight. Select the icon to set Paligo to delete the article in Salesforce Knowledge.
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For more detailed instructions, see Salesforce Preflight.
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.