Integrations
Salesforce Knowledge Integration
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.
NoteIf you are using a Salesforce Nested Layout, you can use Salesforce Preflight for Nested Layouts to preview the publication, choose what is published, set the status, and remotely delete content.
Paligo will then publish your content directly to Salesforce Knowledge. It will also download the HTML as a package in your browser.
Preparations for Salesforce Integration
Paligo can only connect to Salesforce Knowledge if certain things are in place in your Salesforce instance. Here, we summarize what you need to set up. We have included links to the official Salesforce documentation where you can find detailed instructions.
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 these features:
Salesforce Knowledge in the Lightning Experience.
Create an Experience Cloud Site
ImportantWe 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.
[Optional] Set up Data Categories. We recommend that you set up Data Categories as they allow you to organize your articles. For details, see the official Salesforce documentation.
You can only set up Data Categories in Salesforce. But once they are in place, you can choose which Data Categories to use from the publishing settings in Paligo.
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.
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]. 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.
Now that you have prepared your Salesforce Knowledge instance, you can proceed to the next step: Connect Paligo to Salesforce Knowledge.
Connect Paligo to Salesforce Knowledge
Before you start setting up the Paligo integration, make sure that you have configured your Salesforce Instance as described in Preparations for Salesforce Integration. When you have done that, you can set up the Salesforce integration in Paligo. You will then be able to publish from Paligo to Salesforce and use Paligo to delete Salesforce content remotely.
For the Paligo to Salesforce connection setup, there are quite a number of tasks to complete, so we have divided them into separate stages.
Setting up a new Salesforce integration
Stage 1: Get the User Credentials and Security Token
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.
If you are publishing to a Salesforce sandbox and a Salesforce production instance, you need separate user credentials for each instance. Also, you must include both sets of user credentials, even if you are only publishing to the sandbox.
Do not copy the user credentials for one instance into the settings for another instance. You need separate user credentials, including separate tokens, for each instance.
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.
NoteWe 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.
Stage 2: Get the Content API Field Name
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)
NoteIf 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.
Stage 3: 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.
Migrate existing Salesforce integration to new OAuth authentication
Since Salesforce is retiring the old username-password flow for connected apps, users with an existing Salesforce integration need to update their external client app in order to enable the new OAuth authentication method using consumer key and consumer secret.
In your Salesforce dashboard, select the Setup pages (
In the left navigation, select Apps > External Client Apps > External Client App Manager.
Select New External Client App (top right).
In the Basic Information section, enter the following parameters:
External Client App Name
API Name (this will be filled out automatically based on your client app name)
Contact Email
Set the Distribution State to Local
In the OAuth Settings section, the following parameters need to be set:
App Settings > Callback URL: this parameter is not really used by Paligo but is required; it is recommended you set it to the URL of your Paligo instance (e.g. companyname.paligoapp.net).
NoteURL must include https://.
App Settings > Oauth Scopes:
Access the identity URL service (id, profile, email, address, phone)
Manage user data via APIs (api)
Full access (full)
Perform requests at any time (refresh_token, offline_Access)
Flow Enablement: Enable Client Credentials Flow
Select Create.
Connect Paligo to Salesforce
When you have completed stages 1-3 inclusive in Salesforce, add the integration details to Paligo.
If you are going to use a Salesforce sandbox instance:
Complete the connection details for the production instance. Paligo needs these settings to be in place, even if you don't intend to publish to a production instance.
Complete the connection details for the sandbox instance in the dedicated Sandbox section. Only enter details for a sandbox instance in the dedicated sandbox section.
You need to complete both sets of settings. Paligo needs the connection details for the production instance and the sandbox, even if you only intend to publish to the sandbox.
Sign in to Paligo using a user account that has administrator permissions.
Select the avatar in the top-right corner.
Select Settings from the menu.
Select the Integrations and webhooks tab.
Select Add or Change for the Salesforce integration.
In the Client credentials Auth section enter the following:
My domain: your Salesforce domain.
NoteYou can find your domain by going to the Salesforce admin pages, and selecting View Profile (avatar at the top right). The domain is shown underneath your name, and should end in my.salesforce.com.
App Consumer Key
NoteTo copy your consumer key:
Log in to your Salesforce admin pages.
Select Setup (
In the left navigation, select Apps > External Client Apps > External Client App Manager.
Select your external client app in the list.
Select the Settings tab.
Expand the OAuth Settings section.
Select the Consumer key and Secret button. Copy your key and secret from there.
App Consumer Secret: see above under App Consumer Key to see how to copy your 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.
Use the Custom link prefix field to customize the URLs.
By default, Paligo uses this syntax for article URLs:
my-instance.force.com/If your articles use this syntax, leave the Custom link prefix field empty.
If you want to use a different URL structure, enter the required syntax in the Custom link prefix field. For example, if your articles are in an "sa" directory, enter:
my-instance.force.com/sa/
NotePaligo 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 set Paligo to create URLs that are based on each topic's title. When you publish, Paligo will create article URLs in Salesforce that are more descriptive and better for SEO.
If you clear the SEO links box , Paligo will generate article URLs based on the UUID of the topics. This creates a URL that contains a number and is less descriptive.
The SEO links is a global setting that acts as the default for all content you publish to Salesforce Knowledge. But you can override it when you publish by using the SEO friendly links option on the Publish document dialog.
NoteThere are certain characters that are not allowed in Salesforce URL names. If you use any of these characters, they will be filtered out when the URLs are created. Paligo will then ignore this setting and return to using default UUID.
Ignore the Smart restore box. This feature is being gradually retired. Use the Match articles based on URL setting to fix broken mapping instead (see Fix Broken Mapping for Salesforce).
Check the Automatically populate summary fields with abstracts if you want content contained in the
abstracttag to be rendered as Summary in Salesforce.Choose whether Paligo will update the URL fields of your articles when you publish to Salesforce:
Check the Always update URL Name Fields box to allow Paligo to create new URLs and change existing ones in Salesforce Knowledge. It will create URLs based on the UUID or title of mapped topics, depending on how you have set SEO links (see step 13) and SEO Friendly Links in the publishing settings (see Publish to Salesforce Knowledge).
Paligo can only update the URLs of articles that map to topics in Paligo.
Clear the Always Update URL Name Fields box to prevent Paligo from changing URLs for articles. It can only generate URLs for new articles that it is publishing to Salesforce Knowledge for the first time.
If you want to publish to a Salesforce sandbox environment instead of your production environment:
Check the Publish to sandbox box.
Uncheck the box if you want to switch back to publishing to the production Salesforce Knowledge.
Enter the Client credentials details for the sandbox environment. These are the Sandbox My Domain, Sandbox App Consumer Key, and Sandbox App Consumer Secret .
NoteThe user in the sandbox instance does not have to be a user in the production instance as well.
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 Layout or Salesforce Nested Layout or you can create your own.
For instructions on how to publish from Paligo to Salesforce Knowledge, see Publish to Salesforce Knowledge.
When you publish articles as drafts in Salesforce, they will have basic formatting. 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.
The " Lightning experience" view in Salesforce may be inconsistent in how it presents draft articles. If you do not see them in that view, switch to "Classic mode" and choose to view draft articles.
Create a Salesforce Layout
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".
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.
Edit a Salesforce Layout
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.
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 a 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 the Salesforce Knowledge Layout or Salesforce Nested Layout that you want to edit.
Apply your changes to the layout. The settings are:
Classes and attributes
Output Profile/filtering attributes as class names, when enabled, profile attribute values will be output as class names for almost all elements. Default is disabled.
TOC and chunking (Salesforce Nested Layout only)
Chunk section depth, see Control the 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.
Control the Mapping to Navigational Topics
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 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
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 Nested Layout that you want to edit.
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.
NoteIf 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.
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.
Set the Image Size for Salesforce Knowledge
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 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.
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.
Hide Missing Translations for 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 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.
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.
Generate Articles for Navigational Topics
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 on your 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.
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, see Layout Relationships - Base, New, Duplicate.
To learn about which topics are mapped to Navigational Topics, see Rules for Mapping with a Salesforce Nested Layout.
Select Save.
Add a Class to Labels, Numbers, and Titles in Salesforce
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.
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.
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.
Mapping with a Salesforce Knowledge Layout
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.
Mapping with a Salesforce Nested Layout
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 for Nested Layouts), the "Space Safety" topic is mapped to a navigational topic and the other topics are mapped to articles.
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 for Nested Layouts) 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.
Layout Settings that Affect the Salesforce Nested Mapping
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.
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.
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.
Examples of Salesforce Nested Layout Mapping
The following examples show how changing the Chunk section depth in a Salesforce Nested Layout can affect the mapping:
Example 69, “Mapping with Salesforce Nested Layout, Chunk section depth set to 3”
Example 70, “Mapping with Salesforce Nested Layout, Chunk section depth set to 2”
Example 71, “Mapping with Salesforce Nested Layout, Chunk section depth set to 4”.
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).
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.
Change the Mapping for a Salesforce Nested Layout
If you publish with a Salesforce Nested Layout, you can change how Paligo maps some types of 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.
Before you make any changes, make sure you understand the rules for mapping.
When using Salesforce Nested Layouts, you can use the Layout settings to change:
How many levels can be mapped to navigational topics.
Use the Chunk section depth setting on the Layout to increase or reduce the number of levels that can map to navigational topics (see Control the Mapping to Navigational Topics).
Whether Paligo creates an additional article for navigational topics.
In Paligo, all topics can contain content, but in Salesforce Knowledge, only articles can contain content. If you have content in a topic that maps to a navigation topic, you'll need to get that content into an article. Paligo can do these for you automatically by creating extra articles for those topics.
To set Paligo to create extra articles, use the Create article for the section topic setting in the Layout, see Generate Articles for Navigational Topics.
The length of your articles.
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 subsections. You should also consider Salesforce's size limits.
TipIf 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 cannot make changes to the mapping with Salesforce Knowledge Layouts.
Publish to Salesforce Knowledge
If you have set up the Paligo-Salesforce integration, you can publish content from Paligo to your Salesforce Knowledge instance. You can also use Paligo to delete content that already exists in Salesforce.
Decide whether you are going to use a Salesforce Nested Layout or a Salesforce Knowledge Layout for publishing.
Salesforce Nested Layouts are for publishing a structure of navigational topics and articles to a community. For these, you must publish from a publication.
Salesforce Knowledge Layouts are for publishing articles only, with no structure. For these, you can publish from a publication or an individual topic.
To learn more, see Mapping with a Salesforce Knowledge Layout and Mapping with a Salesforce Nested Layout.
Select the dotted menu (...) for the topic or publication in the Content Manager and then 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.
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.
Typically, mapping is lost if you have been publishing to one Salesforce instance and then switch to another Salesforce instance. But there may be other circumstances that also cause a loss of mapping.
To prevent the loss of mapping, check the Match articles based on URL box.
If you leave the box clear (unchecked), Paligo will create new articles if the mapping is lost. This can cause the publishing process to 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.
NoteThe Salesforce communities setting is only available if you are publishing with a Salesforce Nested Layout.
To associate the content you are publishing with data categories, click in the Salesforce Data Categories field and choose from the list. Alternatively, you can leave the field blank and publish without data categories.
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.
NoteIf 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.
WarningWhen you publish, Paligo will remove any existing relationships between the articles and data categories. It will then create the new relationships you chose in Paligo's publishing settings.
This step only applies if you did not select any data categories in the previous step.
Clear the Remove existing data categories box to keep any existing data categories.
Check the Remove existing data categories box to remove any existing data categories in your Salesforce Knowledge.
Select the languages to be published.
NoteIf 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.
ImportantIf Paligo is going to create new navigational topics, you must include the source language of your Salesforce Knowledge instance in the Languages.
For example, let's say your Salesforce Knowledge instance uses Spanish as its primary language. When you publish from Paligo, you must include Spanish, otherwise Paligo will be unable to create any new navigational topics.
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 in Paligo (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.
TipIf 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.
NoteThe 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 that Paligo creates when you publish. The zip file will be available from the Resource View and you can download it from the Saved Outputs tab. Clear the box if you don't want Paligo to store the zip file.
Notify 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.
Use Salesforce Preflight to:
Preview the content mapping
Choose which articles or navigational topics are going to be published
Set the status of articles
Remotely delete articles and navigational topics that already exist in your Salesforce Knowledge instance.
For instructions on using Preflight, see Salesforce Preflight for Nested Layouts or Salesforce Preflight for Knowledge Layouts.
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.
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.
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.
Salesforce Preflight for Nested Layouts
Salesforce Preflight provides a visual representation of what will happen when you publish from Paligo to Salesforce Knowledge. It is available as a tab on the Publish document dialog when you publish with a Salesforce Nested Layout.
Use Salesforce Preflight to:
Preview the publishing and see what content Paligo is going to add, update, or delete from Salesforce Knowledge
Control which Paligo topics are published to Salesforce Knowledge
Manage the mapping of Paligo topics and Salesforce Knowledge navigational topics and articles
Set the status of articles to draft or published
Remotely delete articles and navigational topics in Salesforce Knowledge.
The following steps guide you through each part of Salesforce Preflight.
Display Salesforce Preflight.
Locate your topic or 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 Knowledge Layout that you want to use for publishing.
Apply your publishing preferences.
To learn about the publishing settings, see Publish to Salesforce Knowledge.
Select the Preflight tab.
Look at the hierarchy in the Current publication tab. This shows how the publication's topics will be mapped to Community, Navigational Topic, and Article components in Salesforce Knowledge.
Entries with a green and white plus icon are going to be added by Paligo.
Note that Paligo can only create navigational topics if you include the source language used by your Salesforce Knowledge in the publishing settings (see Publish to Salesforce Knowledge).
Entries with a blue recycling icon already exist in Salesforce Knowledge and are going to be updated by Paligo.
Entries with a warning icon need your attention.
To learn how to solve the problems, see Warnings and Errors in Salesforce Preflight.
NoteTo change how the content maps, use the mapping settings in your Salesforce Nested Layout (see Change the Mapping for a Salesforce Nested Layout).
Use the blue checkboxes to control which topics Paligo will publish to Salesforce Knowledge:
Check the box to include the topic in the publication
Clear the box to exclude it from the publication.
To view the details of any navigational topic or article, select its cog icon. The details are shown in the Active component tab.
They include:
Paligo
A link to the topic in Paligo.
Status (articles only)
Choose from:
Use global to set the article to use the Global setting (see next step). Use global is the default setting for articles.
Draft to create or update the article as a draft in your Salesforce Knowledge instance. It cannot be seen by your end-users until you publish it locally, in Salesforce.
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.
Created (navigational topics only)
The date when the navigational topic was made.
Type
The type of Salesforce Knowledge resource, either Article or Navigational Topic.
URL preview or Link to Salesforce
A link to the article in Salesforce or a plain text predicted URL. Paligo predicts the URL if this is new content being added to Salesforce. To see the full URL in a hover pop-up, position the cursor on the link.
Select the Global tab and set the Status. The status you choose here will apply to any articles that have the Use default status in their individual settings.
Choose from:
Published to set all the "Use default" articles to be published as "live" articles that can be seen by your end-users.
Draft to set all the "Use default" articles to be published as a "draft". 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.
NoteArticles that have their own status set to Draft or Published do not inherit the status from the Global setting.
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 new 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 navigational topics and mapped articles Paligo will update. These resources are already mapped as Paligo has published them to Salesforce Knowledge before and remembers them.
The Delete panel shows how many Salesforce Knowledge resources Paligo will remove when you publish.
Use the Salesforce tab to view the content that currently exists in your Salesforce Knowledge instance.
The Salesforce tab shows:
Navigational topics related to the community you selected on the Settings tab.
Articles related to those navigational topics. Expand the navigational topics to see the articles.
List of all articles that are not related to any navigational topic ("orphan" articles)
List of all articles that are related to navigational topics from other communities.
If you select the cog icon for a navigational topic or article, the Active component tab shows information about the content. This information can be useful if you want to find out the name of existing articles or the date a navigational topic was created.
Each article and navigation topic also has a trash icon that you can use to Delete Salesforce Articles and Navigational Topics .
NoteThe Salesforce tab does not include any navigational topics or articles from your current publication, even if they have been published to Salesforce Knowledge before. It only shows the other content that exists in your Salesforce Knowledge instance.
If you are happy with the mapping, you can either:
Select Publish to start the publishing process.
Select Close to return to the Publish document dialog. You can publish from there as well as change any publishing settings, such as languages, variables, and filters (see Publish to Salesforce Knowledge).
To change the mapping, see Change the Mapping for a Salesforce Nested Layout.
If you cancel any changes you have made, such as name changes to articles, select Reset Preflight. This resets the content to how it was at the time you opened the Preflight tab.
Salesforce Preflight for Knowledge Layouts
If you publish with a Salesforce Knowledge Layout, you can use Salesforce Preflight to preview what will be published. It provides a provides a visual representation of what will happen in Salesforce Knowledge when you publish.
If you are using a Salesforce Nested Layout, see Salesforce Preflight for Nested Layouts
Use Salesforce Preflight to:
Preview the publishing and see what content Paligo is going to add, update, or delete from Salesforce Knowledge
Control which Paligo topics are published to Salesforce Knowledge
Set the status of articles to draft or published
Remotely delete articles in Salesforce Knowledge.
The following steps guide you through each part of Salesforce Preflight.
Display Salesforce Preflight.
Locate your topic or 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 Knowledge Layout that you want to use for publishing.
Apply your publishing preferences.
To learn about the publishing settings, see Publish to Salesforce Knowledge.
Select the Preflight tab.
Look at the hierarchy in the Current publication tab. This shows how the publication's topics will be mapped to Articles in Salesforce Knowledge.
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 a warning icon need your attention.
To learn how to solve the problems, see Warnings and Errors in Salesforce Preflight.
Use the blue checkboxes to control which topics Paligo will publish to Salesforce Knowledge:
Check the box to include the topic in the publication
Clear the box to exclude it from the publication.
To view the details of an article, select its cog icon. The details are shown in the Active component tab.
They include:
Paligo
A link to the topic in Paligo.
Status
Choose from:
Use global to set the article to use the Global setting (see next step). Use global is the default setting for articles.
Draft to create or update the article as a draft in your Salesforce Knowledge instance. It cannot be seen by your end-users until you publish it locally, in Salesforce.
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.
Type
The type of Salesforce Knowledge resource. For Salesforce Knowledge Layouts, this is always Article.
URL preview
A plain text version of the URL Paligo predicts will be used in Salesforce when it publishes. This focuses on the part of the URL that is specific to the article.
If you move the article in Salesforce Knowledge after publishing, the article-specific part of the URL should remain the same, even if the full URL is different.
Select the Global tab and set the Status. The status you choose here will apply to any articles that have the Use default status in their individual settings.
Choose from:
Published to set all the "Use default" articles to be published as "live" articles that can be seen by your end-users.
Draft to set all the "Use default" articles to be published as a "draft". 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.
NoteArticles that have their own status set to Draft or Published do not inherit the status from the Global setting.
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 new 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 mapped articles Paligo will update. These resources are already mapped as Paligo has published them to Salesforce Knowledge before and remembers them.
The Delete panel shows how many Salesforce Knowledge resources Paligo will remove when you publish.
Use the Salesforce tab to view a list of all the other articles that currently exist in your Salesforce Knowledge instance.
The list does not include any articles from the publication you are currently publishing. This applies even if you have published the articles in the publication before.
This can be useful if you want to:
Find out the names of articles that are already in Salesforce Knowledge. Select the cog icon for the article and look at the Active Component tab in the side panel.
Use Paligo to remotely delete articles that already exist in Salesforce Knowledge. Select the article and then select its delete icon. For details, see Delete Salesforce Articles and Navigational Topics .
NoteThe Salesforce tab does not include any articles for the content you are about to publish, even if they have been published to Salesforce Knowledge before. It only shows the other content that exists in your Salesforce Knowledge instance.
If you are happy with the mapping, you can either:
Select Publish to start the publishing process.
Select Close to return to the Publish document dialog. You can publish from there as well as change any publishing settings, such as languages, variables, and filters (see Publish to Salesforce Knowledge).
If you cancel any changes you have made, such as name changes to articles, select Reset Preflight. This resets the content to how it was at the time you opened the Preflight tab.
Apply Data Categories to your Content
Salesforce articles can have data categories and you can apply them from Paligo when you publish your content. Here, we summarize what you need to do when applying data categories to a single topic, a collection of topics, or an entire publication. Once you understand what you need to set and how many times you need to publish, you can apply the data categories when you Publish to Salesforce Knowledge.
Paligo can only apply data categories to content that you publish to Salesforce Knowledge. You can't use Paligo to remove data categories from Salesforce Knowledge. You will need to remove them locally in your Salesforce Knowledge instance.
Apply the Same Data Categories to All Topics in a Publication
To apply the same data categories to all topics in a publication, follow the instructions in Publish to Salesforce Knowledge. You choose the data categories that you want in the publishing settings. When you publish, Paligo applies the data categories to every topic that you are publishing.
Apply Different Data Categories to Topics in a Publication
To apply different data categories to topics in a publication, you will need to publish several times. This is because Paligo can only apply one "set" of data categories when you publish. (A set is a collection of one or more data categories).
Here is a summary of what you need to do to apply a mix of data categories to a publication's topics. We assume you are familiar with the publishing process and settings (as described in Publish to Salesforce Knowledge).
Select the dotted menu ( ... ) for your publication and then select Publish. Choose HTML as the output type and select your Salesforce Layout.
Use the publishing settings to apply your preferences. For the Data Categories, see the next step.
To learn about the other publishing settings, see Publish to Salesforce Knowledge.
Select the set of Data Categories that you want to use. When you publish, Paligo will apply all of the selected data categories to all of the topics you have chosen to publish.
For example, let's say you want some topics to use a "Technical" data category. Other topics will use a "Power" data category. Here, you will need to publish twice. The first time, you choose the "Technical" data category and then you publish that to the relevant topics only (see next steps). The second time, you choose the "Power" data category and then publish that to the relevant topics.
With the publishing settings in place, select Preflight.
Set Preflight to:
Include the topic that should use your selected data categories
Exclude any topics that need to use different data categories.
Publish to Salesforce Knowledge.
Repeat this process, only this time:
Choose a different set of data categories
Include the topics that relate to the newly selected data categories
Exclude the topics that do not relate to the selected data categories.
Continue to repeat this process until you have published all of the topics you want, with the appropriate data categories.
Apply Data Categories to an Individual Topic
The steps for applying data categories to an individual topic vary, depending on whether you are using a Salesforce Knowledge Layout or a Salesforce Nested Layout.
Here is a summary of what you need to do for each type of Layout. We assume you are familiar with the publishing process and settings, as described in Publish to Salesforce Knowledge.
If you are publishing a single topic/article, select the dotted menu ( ... ) for the topic and then select Publish. Follow the instructions in Publish to Salesforce Knowledge and choose the data categories you want to apply.
If you are publishing a publication, you will need to apply the Data Categories you want and then use Preflight to set Paligo to only publish one topic, as described below:
Select the dotted menu ( ... ) for your publication and then select Publish. Choose HTML as the output type and select your Salesforce Layout.
Use the publishing settings to apply your preferences. For the Data Categories, see the next step.
To learn about the other publishing settings, see Publish to Salesforce Knowledge.
Select the set of Data Categories that you want to use. When you publish, Paligo will apply all of the selected data categories to the topic you choose to publish.
With the publishing settings in place, select Preflight.
Set Preflight to:
Include the topic that should use your selected data categories
Exclude any topics that need to use different data categories.
Publish to Salesforce Knowledge.
To publish with a Salesforce Nested Layout, you have to start the publishing process from a publication. But you can still use it to publish a single topic by using Preflight to limit what will be published. When you do that, your chosen data categories only apply to the topic you are publishing.
Select the dotted menu ( ... ) for your publication and then select Publish. Choose HTML as the output type and select your Salesforce Layout.
Use the publishing settings to apply your preferences. For the Data Categories, see the next step.
To learn about the other publishing settings, see Publish to Salesforce Knowledge.
Select the set of Data Categories that you want to use. When you publish, Paligo will apply all of the selected data categories to the topic you choose to publish.
With the publishing settings in place, select Preflight.
Set Preflight to:
Include the topic that should use your selected data categories
Exclude any topics that need to use different data categories.
Publish to Salesforce Knowledge.
Set the Status for Salesforce articles
If you are using a Salesforce Nested Layout, you can use Salesforce Preflight to set the status of content that you publish. Depending on your requirements, you can set the status to Draft or Published for each article.
Alternatively, you can set articles to use the default, which then allows you apply the status to many articles at once from Salesforce Preflight's Global tab.
For details, see Salesforce Preflight for Nested Layouts.
Delete Salesforce Articles and Navigational Topics
With Paligo's Salesforce Preflight feature, you can delete articles that already exist in your Salesforce Knowledge. This applies to articles that are mapped to topics in Paligo and also articles that were created locally in Salesforce Knowledge.
If your Salesforce Knowledge uses navigational topics, you can use Salesforce Preflight to delete those too.
Display Salesforce Preflight.
Locate your publication or topic in the Content Manager and select its dotted menu (...).
NoteIf you are using a Salesforce Nested Layout, you can only publish a publication.
Select Publish to display the Publish document dialog.
Select HTML and then select the Salesforce Knowledge or Salesforce Nested Layout that you want to use for publishing.
Apply your publishing preferences.
To learn about the publishing settings, see Publish to Salesforce Knowledge.
Select the Preflight tab.
Select the Salesforce tab.
Select the trash icon for the resource you want to remove.
If you mark an article for deletion, Paligo will remove that article from Salesforce Knowledge when you publish.
If you delete a navigational topic, Paligo will removes that navigational topic only. Any articles that are "children" of the navigation topic will remain in place.
If you cannot see the article or navigational topic you want to delete, use a different publication to access Salesforce Preflight. It needs to be a publication that does not contain the content you want to delete. Remember, the Salesforce tab in Preflight only shows content that exists in Salesforce already and is not part of the content you selected in step 1 of the procedure above.
Select Publish.
Paligo will remove the articles that you marked for deletion as part of the publishing process.
Warnings and Errors in Salesforce Preflight
Paligo detects if there are problems when you try to publish to Salesforce Knowledge. Depending on the type of problem, it will either display an error message or show a warning icon next to the relevant content in Salesforce Preflight. The warning icons are shown on the Current Publication tab.
If you try to publish to Salesforce Knowledge while there are warnings in place, Paligo will display one of the error messages listed below.
The navigational topic with the title already exists
This warning message means either:
Salesforce Knowledge already has an unmapped navigational topic with this name.
Your Paligo publication contains multiple topics that have the same title and will become navigational topics in Salesforce.
To fix, rename the titles in your topics. Make sure that when your Paligo content is published, every navigational topic in Salesforce Knowledge has a unique name.
Upper case and lower case are recognised as the same, for example, "SERVICE" is regarded as identical to "service".
The article with the url already exists
Articles in Salesforce Knowledge should have unique URLs (addresses). If Salesforce Preflight shows "The article with the url already exists" warnings, it means the URLs for those articles are already being used by content in Salesforce Knowledge. This can happen if:
Content was published from Paligo to Salesforce Knowledge previously, and was mapped correctly, but has since lost its mapping. For instructions on how to fix it, see Fix Broken Mapping for Salesforce.
You have created content in Salesforce and it has the same URL that Paligo intends to use when publishing. Paligo gives each article a URL that includes a unique ID, so it would be extremely unlikely that you would have a matching URL in Salesforce already. But technically it is possible, so we mention it here. In this scenario, change the URLs in Salesforce so that Paligo can publish.
The number of top-level topics cannot be more than 25
This limit is set by Salesforce. To fix, restructure your content so that your publication has 25 or fewer top-level topics.
The number of sub-topics cannot be more than 10
This limit is set by Salesforce. To fix, restructure your content so that your publication has 10 or fewer second-level and lower-level topics.
One of your Paligo resources conflicts with another Paligo resource
This means that two or more of the navigational topics in your publication have the same title. Salesforce requires navigational topics to have unique names.
To fix this problem, make sure that the navigational topics in your publication have unique names. You can either rename them or reorganize your publication levels.
One of your Paligo resources conflicts with a Salesforce resource
This means that one of your publication's navigational topics has the same name as a different navigational topic that already exists in Salesforce. Salesforce requires navigational topics to have unique names.
To fix this problem, make sure that the navigational topics in your publication are named differently to the navigational topics in Salesforce Knowledge.
This error does not apply to navigational topics that are mapped. Paligo understands that mapped navigational topics are the same topic in Paligo and Salesforce Knowledge.
Several of your Paligo resources conflict with other Paligo resources
This means that your publication has many navigational topics with the same name. Salesforce Knowledge requires navigational topics to have unique names.
To fix this problem, give the navigational topics in your publication unique names. Alternatively, restructure the publication so that Paligo will only create navigational topics with unique names.
Several of your Paligo resources conflict with Salesforce resources
This means that many of your publication's navigational topics have the same name as different navigational topics that already exist in Salesforce. Salesforce requires navigational topics to have unique names.
To fix this problem, make sure that the navigational topics in your publication are named differently to the navigational topics in Salesforce Knowledge.
This error does not apply to navigational topics that are mapped. Paligo understands that mapped navigational topics are the same topic in Paligo and Salesforce Knowledge.
This component's title conflicts with a Salesforce resource
The navigational topic you are viewing has the same title as a different navigational topic in Salesforce Knowledge. Navigational topics need to have unique names (it is a Salesforce Knowledge requirement).
To fix this problem, make sure that the navigational topics in your publication are named differently to the navigational topics in Salesforce Knowledge.
This component's title conflicts with another Paligo resource
The navigational topic you are viewing has the same title as another navigational topic in the same publication. Salesforce Knowledge requires all navigational topics to have unique names.
To fix, change the title of the navigational topic so that it is unique.
You haven't made any changes
This error happens if you deselect all content in Preflight and then try to publish. You can only publish if you select one or more navigational topics or articles.
This Salesforce community only has content that is related to your current publication
This is shown on the Salesforce tab when the only content that exists in your Salesforce Knowledge belongs to your current publication. There is no other content.
The Salesforce tab only shows content that exists in your Salesforce Knowledge and is not part of your current publication.
Add at least one more topic level to your publication
This is shown when you are using the Salesforce Nested Layout for publishing, but the structure of your publication is incorrect. To publish with Salesforce Nested, your content has to have navigational topics as "parents" and articles as their "children".
To fix, change the structure of your publication. For details, see Mapping with a Salesforce Nested Layout .
Something went wrong while generating Preflight
This is a general error. Please try again. If you keep getting the error, contact customer support for help.
Some required Salesforce settings are missing
Paligo was unable to retrieve the necessary settings for calling the Salesforce Knowledge API. Our developers will need to investigate. Please contact customer support.
Couldn't find your Salesforce community
Paligo was unable to retrieve the Saleforce community ID. Our developers will need to investigate. Please contact customer support.
Couldn't retrieve Salesforce communities
Paligo was unable to retrieve the Salesforce communities information. Our developers will need to investigate. Please contact customer support.
Couldn't retrieve Salesforce categories
Paligo was unable to retrieve the Salesforce categories information. Our developers will need to investigate. Please contact customer support.
Couldn't get Salesforce resources
Paligo was unable to access the Salesforce resources. Our developers will need to investigate. Please contact customer support.
Fix Broken Mapping for Salesforce
The mapping between your Paligo content and the matching Salesforce articles can break in certain circumstances. This can happen for several technical reasons, but the most likely cause is that the articles were deleted locally in Salesforce and then restored.
If the mapping for your content is broken, Paligo shows the following in Salesforce Preflight:
A warning with the error message:
The article with the URL already exists.Plus icons to show that Paligo is going to add new articles instead of updating the existing ones.
There is also an error message in the "transformation.log" file that downloads in the browser if you publish. The error message is: "The URL Name cannot match the draft or published version of any other article".
To fix the broken mapping, either:
Use Smart restore in the Integration settings to allow Paligo to always overwrite existing Salesforce articles*. This will apply as the default every time you publish to Salesforce Knowledge.
Use Match articles by URL to allow Paligo to overwrite existing Salesforce articles*, but only for an individual publishing attempt.
* If Paligo has permission to overwrite, it will check the URI of each Paligo topic and compare it to the URL used by each Salesforce article. It will only overwrite an article if the topic URI matches the article URL.
If either Smart restoreor Match articles by URL is enabled, Paligo will push the Paligo content into the matching articles. It will also fix the mapping automatically.
Use Smart Restore to Fix Broken Mapping
Use the Smart restore setting to tell Paligo how to handle broken mapping. You can choose to:
Enable Smart restore.
If there is broken mapping, Paligo will overwrite the existing Salesforce articles with the content from Paligo. It will fix the mapping automatically.
Disable Smart restore, which prevents Paligo from overwriting existing articles when the mapping is broken.
Paligo will not be able to overwrite existing articles by default. (It can still overwrite articles for an individual publishing task if you enable the the Match articles by URL setting).
The choice you make for Smart restore applies as the default behavior for all Salesforce Knowledge publishing.
Sign in to Paligo using a user account that has administrator permissions.
Select the avatar in the top-right corner.
Select Settings from the menu.
Select the Integrations and webhooks tab.
Select Change on the Salesforce Knowledge panel.
Use the checkbox to enable or disable Smart restore.
If you enable it, Paligo will be able to overwrite the existing Salesforce articles and will try to fix broken mapping automatically.
ImportantOnly check the box if the transform.log file that is generated when you try to publish contains the error:
The URL Name cannot match the draft or published version of any other articleSelect Save.
Publish your content to Salesforce. This time around, Paligo should fix the broken mapping automatically by matching the Paligo content to the Salesforce content by the URLs.
If you still have problems with broken mapping, contact Paligo customer support.
We recommend that you leave Smart restore disabled, and only enable it when you suspect there is broken mapping. When the mapping is fixed, repeat the steps above and disable Smart restore.
Use Match Articles Based on URL to Fix Broken Mapping
To get Paligo to overwrite the existing Salesforce articles and fix the broken mapping for a single publishing task, use the Match articles based on URL setting. It is available on the Settings tab of the Publish Document dialog.
On the Salesforce Preflight tab, make sure that you have dealt with any other warnings (see Warnings and Errors in Salesforce Preflight).
For the broken mapping warnings, make sure that the topics and articles with broken mapping do actually contain similar content. This is because when Paligo fixes the mapping, it will push the content of the topics into the matching articles. In most cases, this is exactly what you want. But it is possible that you could have a topic and article using the same URL, but they contain different content and you don't want them to be mapped.
If you have topics and articles that should not be mapped, change the article's URL in Salesforce. The Paligo topic will then map to a new article with a different URL.
On the Publish document dialog, select the Settings tab.
Check the Match articles based on URL box.
When checked, Paligo will attempt to fix any broken links. It will compare the URL that the Paligo content will use to the URLs that already exist in your Salesforce. If the URLs match, Paligo will remap the content. If there are no matches, Paligo will add the content as a new article or navigational topic.
Apply any other publishing settings you want to use and then publish your content.
To learn about the publishing settings, see Publish to Salesforce Knowledge.
When you publish, Paligo should publish the content and fix the broken mapping. To check, access the publishing settings again and look in Salesforce Preflight. You should see that the warnings have gone and the mapping is restored.
If you still have broken mapping warnings, please contact customer support.
Navigational Topics Not Appearing in Salesforce
Did Salesforce Preflight show you that Paligo would create new Navigational Topics, but they have not appeared in Salesforce? That's most likely because you didn't include the appropriate language when you published.
If you need Paligo to create Navigational Topics, make sure you publish in the language used by your Salesforce Knowledge. Once that is done, you can publish from Paligo in as many languages as you like and it will work. It is only when you need Paligo to create a Navigational Topic that you must include the same language as your Salesforce Knowledge.
To learn how to include the languages, see Publish to Salesforce Knowledge.
Let's say your Salesforce Knowledge uses German as its primary language.
In Paligo, you work in English.
You want to publish new content from Paligo to your Salesforce Knowledge, and this will require Paligo to create two new Navigational Topics.
When you publish, you choose English only.
You check your Salesforce Knowledge and the new Navigational Topics are not included. This is because you didn't include German in the languages when you published.
You publish again and this time you include German. Paligo creates the new Navigational Topics as expected.
Some time later, you need to publish again. This time, Paligo will create new articles, but there are no new Navigational Topics. When you publish, you could publish to English only, if you wanted to, or you could publish to many languages.
You only need to include the Salesforce Knowledge primary language when you want Paligo to create new Navigational Topics.
URLs for Salesforce articles
When Paligo publishes to Salesforce Knowledge, it creates new URLs for any new articles. Depending on the settings, it may also update the URLs of articles that it published to Salesforce previously.
The following sections explain why Paligo changes the URLs and how you can control the URL format:
Why has Paligo changed the URLs?
When Paligo publishes to Salesforce Knowledge, it may change the URLs of articles that it published previously. It will only make changes if both of the following apply:
Always update URL name field is checked in the Salesforce integration settings
You have changed the syntax for the URLs, either in the Salesforce integration settings or in the publishing settings.
You change the syntax by using the SEO Links, SEO-friendly links, Custom link prefix, or Salesforce link prefix settings.
NoteSEO links consist of a topic title combined with a topic ID. For example, "replace-the-battery-124".
This helps to prevent URL conflicts if there are multiple topics with the same title.
To learn about applying the integration settings, see ???.
To learn about applying the overrides in the publication settings, see Publish to Salesforce Knowledge.
Set the Salesforce URLs to use UUIDs or Topic Titles
When you publish from Paligo to Salesforce Knowledge, Paligo can generate URLs for the articles. The URLs are based on either the UUID of the topics or the title of the topics, depending on the SEO Links and SEO-friendly links settings:
SEO Links
This is available in the Salesforce integration settings. If checked, Paligo will base URLs on the topic title. If cleared, Paligo will base URLs on the topic UUIDs (unique ID numbers).
This setting is global. It applies to all topics unless you override it with the SEO-friendly links feature in the publishing settings.
SEO-friendly links
This is available on the Publish Document dialog when you publish a publication. If checked, Paligo will base URLs on the topic title. If cleared, Paligo will base URLs on the topic UUIDs (unique ID numbers).
This setting only applies to the content you are publishing. It takes priority over the SEO Links in the Salesforce integration settings.
To learn about applying the integration settings, see ???.
To learn about applying the overrides in the publication settings, see Publish to Salesforce Knowledge.
Set a Custom Path for the Article URLs in Salesforce
Paligo uses the default path syntax for Salesforce article URLs:
my-instance.force.com/<name of article>But you can customize the path to add one or more directories. For that, use:
Custom link prefix
This is available in the Salesforce integration settings. It tells Paligo to use a custom URL for your articles instead of the standard Salesforce Knowledge URL.
Custom link prefix is used globally for all articles, unless it is overridden by the Salesforce link prefix in the publishing settings.
Salesforce link prefix
This is available on the Publish Document dialog when you publish a publication. It tells Paligo to use a custom URL for your articles.
This setting only applies to the content you are publishing. It takes priority over Custom link prefix in the Salesforce integration settings.
To learn about applying the integration settings, see ???.
To learn about applying the overrides in the publication settings, see Publish to Salesforce Knowledge.
Import Content from Salesforce Knowledge
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.
Size Limitations in Salesforce
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.
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.