Salesforce Knowledge Developer Guide

PDF

Documento

Salesforce Knowledge

Developer Guide

Version 41.0, Winter ’18

@salesforcedocs

Last updated: October 12, 2017

© Copyright 2000–2017 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be trademarks of their respective owners.

Contents

Delete a Master Version of an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Delete a Translated Version of an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Edit an Online Version of a Master Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Publish the Master Version of an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94

Restore an Archived Version of an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Retrieve Article Metadata . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Retrieve Knowledge Language Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Retrieve a Version of an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Search for Metadata Elements of a Master Version . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Search for Metadata Elements of a Translated Version . . . . . . . . . . . . . . . . . . . . . . . . 98

Set a Translated Article Version to Complete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Set a Translated Article Version to Incomplete . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Submit an Article for Translation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Unpublish the Master Version of an Article . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Unpublish the Online Version of a Translated Article . . . . . . . . . . . . . . . . . . . . . . . . . 102

Parameterized Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110

Search Scope and Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Search Result Layouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Support Knowledge with REST API . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Data Category Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123

Data Category Detail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Articles List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127

Articles Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Chapter 4: Salesforce Knowledge Metadata API

. . . . . . . . . . . . . . . . . . . . . . . . . . . 136

ArticleType . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137

ArticleType Layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140

ChannelLayout . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

ArticleType CustomField . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

KnowledgeSettings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146

DataCategoryGroup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

SearchSettings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 157

SearchLayouts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

SynonymDictionary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162

ExternalDataSource . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164

Chapter 5: Salesforce Knowledge with SOQL and SOSL

. . . . . . . . . . . . . . . . . . . . . . 169

Update an Article’s Keyword Tracking with SOQL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Update an Article Viewstat with SOQL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

WITH filteringExpression . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Contents

WITH DATA CATEGORY filteringExpression . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Using Relationship Queries with Data Category Selection Objects . . . . . . . . . . . . . . . . . . . . 175

About SOSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Update an Article’s Keyword Tracking with SOSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Update an Article’s Viewstat with SOSL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

WITH DATA CATEGORY DataCategorySpec . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177

WITH SNIPPET . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 179

Chapter 6: Salesforce Knowledge, Apex, and Visualforce

. . . . . . . . . . . . . . . . . . . . 183

PublishingService Class . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

PublishingService Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Index

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

CHAPTER 1 Develop with Salesforce Knowledge

In this chapter ...

•

Set Up a Knowledge

Development

Organization

Salesforce Knowledge gives your website visitors, clients, partners, and service agents the ultimate in support. You can create and manage your company information and securely share it when and where it is needed. Most features are declarative and let you point-and-click your way to a successful implementation. However, with the Force.com platform, you can also code your way to case deflection, happier customers, and more productive support agents.

Articles capture information about your company's products and services that you want to make available in your knowledge base. Articles in the knowledge base can be classified by using one or more data categories to make it easy for users to find the articles they need. Administrators can use data categories to control access to articles.

Articles are based on article types, which rely on:

• Article-type layouts to organize the content in sections.

• Article-type templates to render articles.

Every article is managed in a publishing cycle.

Article Type

Question

and

Answer

, where article managers enter data when creating or updating FAQ articles. A more complex article type can have dozens of fields organized into several sections. Using layouts and templates, administrators can structure the article type in the most effective way for its particular content. User access to article types is controlled by permissions. For each article type, an administrator can grant “Create,” “Read,” “Edit,” or “Delete” permissions to users. For example, the article manager can allow internal users to read, create, and edit FAQ article types, but let partner users only read FAQs.

Article-Type Layout

An article-type layout enables administrators to create sections that organize the fields on an article, as well as choose which fields users can view and edit. One layout is available per article type.

Administrators modify the layout from the article-type detail page.

Article-Type Template

An article-type template specifies how the sections in the article-type layout are rendered. An article type can have a different template for each of its four channels. For example, if the Customer Portal channel on the FAQ article-type is assigned to the Tab template, the sections in the FAQ's layout appear as tabs when customers view an FAQ article. For the Table of Contents template, the sections defined in the layout appear on a single page (with hyperlinks) when the article is viewed. Salesforce provides two standard article-type templates, Tab and Table of Contents. Custom templates can be created with Visualforce.

Channel

A channel refers to the medium by which an article is available. Salesforce Knowledge offers four channels where you can make articles available.

• Internal App: Salesforce users can access articles in the Articles tab depending on their role visibility.

Develop with Salesforce Knowledge

• Customer: Customers can access articles if the Articles tab is available in a community or Customer

Portal. Customer users inherit the role visibility of the manager on the account. In a community, the article is only available to users with Customer Community or Customer Community Plus licenses.

• Partner: Partners can access articles if the Articles tab is available in a community or partner portal. Partner users inherit the role visibility of the manager on the account. In a community, the article is only available to users with Partner Community licenses.

• Public Knowledge Base: Articles can be made available to anonymous users by creating a public knowledge base using the Sample Public Knowledge Base for Salesforce Knowledge app from the

AppExchange. Creating a public knowledge base requires Sites and Visualforce.

Publishing Cycle

Salesforce Knowledge Articles move through a publishing cycle from their creation to their deletion.

The publishing cycle includes three different statuses:

Draft

is the stage when a new article is being created or an existing one is being updated. Articles with the Online status are draft articles that have been published and are now available to their different channels. Eventually, when a published article is at the end of its life, it can be moved to the

Archived

status or sent back to

Draft to be updated in a subsequent version.

Develop with Salesforce Knowledge Set Up a Knowledge Development Organization

Set Up a Knowledge Development Organization

To develop with Salesforce Knowledge, first enable Knowledge in your development organization.

To build a Knowledge base, you can follow the steps in this guide or get a badge while you’re at it with the Knowledge Basics Trailhead module .

IN THIS SECTION:

Enable Salesforce Knowledge

Get Knowledge turned on in your development organization.

Edit the Default Article Type

Article types, such as FAQs and procedures, provide a format, or structure, for agents to compose quality articles. An article-type is created for you to get started, but it has no fields for content. Add a custom field to the default article type.

Create an Article

Create articles from the Knowledge tab to build your knowledge base.

Publish an Article

Create articles from the Knowledge tab to build your knowledge base.

Enable Salesforce Knowledge

Get Knowledge turned on in your development organization.

1. From Setup, click Manage Users > Users.

2. Click Edit next to your name.

3. Select the Knowledge User checkbox.

4. Click Save.

Assigning a Knowledge User license makes the Knowledge pages show up in Setup.

Develop with Salesforce Knowledge

5. From Setup, type

Knowledge

into the

Quick Find

box.

6. Click Knowledge Settings.

7. Read the information on enabling Salesforce Knowledge in your org.

8. Check Yes, I understand the impact of enabling Salesforce Knowledge .

9. Click Enable Salesforce Knowledge.

Enable Salesforce Knowledge

Develop with Salesforce Knowledge Edit the Default Article Type

Edit the Default Article Type

1. From Setup, type Knowledge into the Quick Find box.

2. Click Knowledge Article Types.

3. Click Knowledge in the Label column.

4. Click New in the Fields section.

Develop with Salesforce Knowledge Edit the Default Article Type

5. Select Text Area (Rich).

6. Click Next.

7. Name your new field

ArticleBody

8. Click Next.

9. Here’s where you can hide this field from user profiles to add more security. Since your profile is System Administrator, the field is visible to you by default. For now, let’s leave the default settings and click Next.

Develop with Salesforce Knowledge Edit the Default Article Type

10. You must connect the article-type to a page layout. By default, the field is added as the last field in the first section, the information section. Let’s again go with the default settings and click Save.

Develop with Salesforce Knowledge Create an Article

The new field, ArticleBody, is added alphabetically to the article type detail page in the Fields section.

Create an Article

Create articles from the Knowledge tab to build your knowledge base.

The more articles you have the more realistic your development knowledge base. You can import multiple articles with

.csv

files; one for each article type. For information on importing articles, see https://help.salesforce.com/HTViewHelpDoc?id=knowledge_article_importer.htm

1. Click the Knowledge tab.

Note: You may need to click the plus sign at the end of your tabs and find the Knowledge tab in the list of all tabs available.

You can add the Knowledge and Article Management tabs to an app.

2. Click Create Article.

3. Select the Knowledge article type.

Develop with Salesforce Knowledge Publish an Article

4. Create a title for your article, such as “Our company address.”

5. Write a description, this goes under the title in the search results.

6. Put your company address in the rich text area field you created in the last unit. Notice that the article is available by default to your internal users.

7. Click Save.

Publish an Article

Create articles from the Knowledge tab to build your knowledge base.

You must publish the articles after creation or import. Non-published articles do not display on your public channels: customer and partner communities or public websites.

1. If you’ve navigated away from the article you created, you can find it in either tab, Knowledge or Article Management, under My

Drafts.

Develop with Salesforce Knowledge

2. Click the Our company address draft. Notice that the article now has an article number and a publishing status.

3. Click Publish.

Publish an Article

4. Determine if you want to publish now or at a scheduled time in the future. Let’s stick with the default once again and publish now.

5. Click OK.

Salesforce Knowledge takes you back to the Knowledge tab and your article is at the top of the list!

Develop with Salesforce Knowledge Publish an Article

CHAPTER 2 Salesforce Knowledge SOAP API

In this chapter ...

•

•

•

•

Articles are available through the KnowledgeArticleVersion and KnowledgeArticle objects in SOAP API.

They both represent an article but provide different capabilities.

KnowledgeArticleVersion

Every new draft article in Salesforce Knowledge has a version number. When an article is published and you want to update it, you can create a new Draft with a distinct version number. Each version has its own ID. Once the updated version is ready to be published, it replaces the former one and updates the version number. You can access the content of an article version using the

KnowledgeArticleVersion object and filter on its Draft or Online status. For example, the following query returns the title of the Draft version of all the articles across all article types in United States

English:

SELECT Title

FROM KnowledgeArticleVersion

WHERE PublishStatus='Draft'

AND language ='en_US'

You can change the language to return any other language your knowledge base supports, see

“Support a Multilingual Knowledge Base” in the Salesforce online help.

Articles are also auto-assigned an Article Number, which is not a unique identifier to an individual article, but an identifier to a master article and all of its available translations.

Note: Both the master version (the Knowledge article with IsMasterLanguage = 1) and the translations are KnowledgeArticleVersion objects.

KnowledgeArticle

Unlike KnowledgeArticleVersion, the ID of a KnowledgeArticle record is identical irrespective of the article's version (status). Where the KnowledgeArticleVersion object provides API access to an article's custom field values, the KnowledgeArticle object provides API access to an article's metadata fields.

The article record is the parent container of all versions of an article, whatever the publishing status (draft, published, archived) and the language. While KnowledgeArticle and KnowledgeArticleVersion represent any article in the Knowledge Base, <Article Type>__ka and <Article Type>__kav are the concrete representation of respectively KnowledgeArticle (“__ka” suffix) and KnowledgeArticleVersion (“__kav” suffix) for a specific article type. For example, Offer__kav gives access to every Offer articles.

KnowledgeArticle and <Article Type>__ka give access to an article independent of its version.

KnowledgeArticleVersion and <ArticleType>__kav enables you to retrieve a specific article version and all its standard (KnowledgeArticleVersion) and custom (<ArticleType>__kav) fields. The following query returns the title for all the published offers in United States English:

SELECT Title

FROM Offer__kav

WHERE PublishStatus='online'

AND language ='en_US'

Salesforce Knowledge SOAP API

Knowledge Object Diagram

This entity relationship diagram (ERD) illustrates relationships between the Salesforce Knowledge objects.

Knowledge Object Diagram

Salesforce Knowledge SOAP API Data Categories and Knowledge with SOAP API Objects

Data Categories and Knowledge with SOAP API Objects

Salesforce Knowledge uses data categories to support successful article search.

Data categories are organized by category group and let:

• Users classify and find records.

• Administrators control access to records.

Data categories can be used by Salesforce Knowledge (articles) and answers communities (questions).

Data Categories and Articles

Salesforce Knowledge uses data categories to classify articles and make them easier to find. For example, to classify articles by sales regions and products, create two category groups: Sales Regions and Products. The Sales Regions category group could consist of a geographical hierarchy, such as All Sales Regions as the top level and North America, Europe, and Asia at the second level. The

Products group could have All Products as the top level and Phones, Computers, and Printers at the second.

Data Category Limits Details

Maximum number of data category groups and active data category groups

5 category groups, with 3 groups active at a time

Maximum number of categories per data category group

100 categories in a data category group 100 categories in a data category group

Maximum number of levels in data category group hierarchy

5 levels in a data category group hierarchy

Maximum number of data categories from a data category group assigned to an article

8 data categories from a data category group assigned to an article

5 levels in a data category group hierarchy

8 data categories from a data category group assigned to an article

Data Categories and Answers

In an answers zone, data categories help organize questions for easy browsing. Each answers zone supports one category group.

For example, if you're a computer manufacturer you might create a Products category group that has four sibling categories:

Performance Laptops, Portable Laptops, Gaming Desktops, and Enterprise Desktops. On the Answers tab, zone members can assign one of the four categories to each question and then browse these categories for answers to specific questions.

Salesforce Knowledge SOAP API Knowledge SOAP API Objects

Knowledge SOAP API Objects

SOAP API object resources for working with Salesforce Knowledge.

IN THIS SECTION:

Article Type__DataCategorySelection

A data category selection represents a data category that classifies an article. This object is available in API version 19.0 and later.

Article Type__Feed

Represents a single feed item in the feed displayed on the detail page for an article. This object is available in API version 20.0 and later.

KnowledgeArticle

Provides read-only access to an article and the ability to delete the master article. This object is available in API version 19.0 and later.

KnowledgeArticleVersion

Provides a global view of standard article fields across all article types depending on their version. This object is available in API version 18.0 and later.

KnowledgeArticleVersionHistory

Enables read-only access to the full history of an article. This object is available in API version 25.0 and later.

KnowledgeArticleViewStat

Provides statistics on the number of views for the specified article across all article types. This object is read-only and available in API version 20 and later.

KnowledgeArticleVoteStat

Provides the weighted rating for the specified article on a scale of 1 to 5 across all article types. This object is read-only and available in API version 20 and later.

CaseArticle

Represents the association between a Case and a KnowledgeArticle. This object is available in API version 20.0 and later.

Salesforce Knowledge SOAP API Article Type__DataCategorySelection

LinkedArticle

Represents a Knowledge article that is attached to a record. This object is available in API version 37.0 and later.

LinkedArticleFeed

Represents a single feed item on a linked Knowledge article attached to a record. This object is available in API version 37.0 and later.

LinkedArticleHistory

Represents the history of changes made to tracked fields on a linked article. This object is available in API version 37.0 and later.

NewsFeed

Represents a single feed item on a user's home tab. A Chatter feed shows recent changes to records that the user is following.

RecentlyViewed

Represents records that the current user has recently viewed or referenced (by viewing a related record).

ReportFeed

Represents a single feed item in the feed displayed on a report. This object is available in API version 20.0 and later.

SearchPromotionRule

Represents a promoted search term, which is one or more keywords that you associate with a Salesforce Knowledge article. When a user’s search query includes these keywords, the associated article is returned first in search results. This object is available in API version 31.0 and later.

TopicAssignment

Represents the assignment of a topic to a specific feed item, record, or file. This object is available in API version 28.0 and later.

UserProfileFeed

Represents a user profile feed, which tracks all actions by a user on records that can be tracked in a feed. This feed is displayed on the user profile page.

Article Type

__DataCategorySelection

A data category selection represents a data category that classifies an article. This object is available in API version 19.0 and later.

This object can be used to associate an article with data categories from a data category group or to query the category selections for an article.

The object name is variable and has a syntax of Article Type __DataCategorySelection, where Article Type is the Object

Name

for the article type associated with the article. For example,

Offer__DataCategorySelection

represents the association between the

Offer

article type and its data categories. Every article is associated with an article type.

Supported Calls create() , delete() , describeSObjects() , query() , getDeleted() , retrieve()

Special Access Rules

Users can only access, create or delete data category selection visible to their role, permission set, or profile. If a user has partial visibility on an article's categorization, only the visible categories are returned.

Salesforce Knowledge SOAP API Article Type__DataCategorySelection

Fields

Field Name

DataCategoryGroupName

Details

Type

DataCategoryGroupReference

Properties

Create

Description

Unique name of the data category group which has categories associated with the article.

DataCategoryName

Type

DataCategoryGroupReference

Properties

Create

Description

Unique name of the data category associated with the article.

ParentId

Type reference

Properties

Create, Filter

Description

ID of the article associated with the data category selection.

Usage

Every article in Salesforce Knowledge can be categorized. A data category selection represents a category that has been selected to classify an article. You can use the Article Type __DataCategorySelection object to query and manage article categorization in your organization. Client applications can create a categorization for an article with a Draft status. They can also delete and query article categorizations.

Note: When using

Article Type

__DataCategorySelection to classify an article, you can't select both a category (for example

USA) and one of its descendants (California) or ascendant categories (North America). In this case, only the first category is selected.

Answer communities use QuestionDataCategorySelection to classify questions.

SOQL Sample

The following SOQL query returns the data category selections used to classify the article whose ID is ka0D000000005ApIAI .

SELECT Id,DataCategoryName, ParentId

FROM Offer__DataCategorySelection WHERE ParentId='ka0D000000005ApIAI'

This clause only returns category unique names. To retrieve category labels use the following clause:

SELECT Id,toLabel(DataCategoryName), ParentId

FROM Offer__DataCategorySelection WHERE ParentId='ka0D000000005ApIAI'

Salesforce Knowledge SOAP API Article Type__Feed

Tip: You can also use relationship queries to retrieve categorizations from an article type.

Article Type

__Feed

Represents a single feed item in the feed displayed on the detail page for an article. This object is available in API version 20.0 and later.

An article feed shows recent changes to an article record for any fields that are tracked in feeds, and posts and comments about the article. It is a useful way to stay up-to-date with changes made to articles in Salesforce Knowledge. This object is available in API version

20.0 and later. The object name is variable and uses a

Article Type

__Feed syntax, where

Article Type

is the

Object

Name for the article type associated with the article. For example, Offer__Feed represents a feed item on an article based on the

Offer article type.

Supported Calls delete()

, describeSObjects()

, getDeleted()

, getUpdated()

, query()

, retrieve()

Fields

Field

Body

CommentCount

Details

Type textarea

Properties

Nillable, Sort

Description

The content of Article Type __Feed. Required when Type is TextPost . Optional when Type is ContentPost or LinkPost . This field is the message that appears in the feed.

Type int

Properties

Filter, Group, Sort

Description

The number of FeedComments associated with this feed item.

Tip: In a feed that supports pre-moderation,

CommentCount

isn’t updated until a comment is published. For example, say you comment on a post that already has one published comment and your comment triggers moderation. Now there are two comments on the post, but the count says there's only one. In a moderated feed, your comment isn’t counted until it's approved by an admin or a person with

“CanApproveFeedPostAndComment” or “ModifyAllData” permission.

This has implications for how you retrieve feed comments. In a moderated feed, rather than retrieving comments by looping through CommentCount , go through pagination until end of comments is returned.

Salesforce Knowledge SOAP API

Field

ContentData

ContentDescription

ContentFileName

ContentSize

ContentType

CreatedDate

Article Type__Feed

Details

Type base64

Properties

Nillable

Description

Required if

Type

ContentPost

. Encoded file data in any format, and can’t be 0 bytes.

Setting this field automatically sets Type to ContentPost .

Type textarea

Properties

Nillable, Sort

Description

Available in API version 36.0 and earlier only. The description of the file specified in

ContentData .

Type string

Properties

Group, Nillable, Sort

Description

This field is required if

Type

ContentPost

.The name of the file uploaded to the feed.

Setting ContentFileName automatically sets Type to ContentPost .

Type int

Properties

Group, Nillable, Sort

Description

Available in API version 36.0 and earlier only. The size of the file (in bytes) uploaded to the feed. This field is read-only and is automatically determined during insert.

Type string

Properties

Group, Nillable, Sort

Description

Available in API version 36.0 and earlier only. The MIME type of the file uploaded to the feed.

This field is read-only and is automatically determined during insert.

Type dateTime

Salesforce Knowledge SOAP API

Field

FeedPostId

InsertedById

IsDeleted

IsRichText

Article Type__Feed

Details

Properties

Defaulted on create, Filter, Sort

Description

Date and time when this record was created. This field is a standard system field.

Ordering by CreatedDate DESC sorts the feed by the most recent feed item.

Type reference

Properties

Filter, Group, Nillable, Sort

Description

This field was removed in API version 22.0, and is available in earlier versions for backward compatibility only.

ID of the associated FeedPost. A FeedPost represents the following types of changes in an

FeedItem: changes to tracked fields, text posts, link posts, and content posts.

Type reference

Properties

Group, Nillable, Sort

Description

ID of the user who added this object to the feed. For example, if an application migrates posts and comments from another application into a feed, the InsertedBy value is set to the ID of the logged-in user.

Type boolean

Properties

Defaulted on create, Filter, Group, Sort

Description

Standard system field. Indicates whether the record has been moved to the Recycle Bin

( true

) or not ( false

Type boolean

Properties

Create, Defaulted on create, Filter, Group, Sort, Update

Description

Indicates whether the feed item

Body

contains rich text. Set

IsRichText

to true

if you post a rich text feed item via SOAP API. Otherwise, the post is rendered as plain text.

Rich text supports the following HTML tags:

Salesforce Knowledge SOAP API

Field

LastModifiedDate

LikeCount

LinkUrl

Article Type__Feed

Details

•

<p>

Tip: Though the <br> tag isn’t supported, you can use <p> </p> to create lines.

•

<b>

• <code>

•

<i>

•

<u>

• <s>

•

<ul>

•

<ol>

• <li>

• <img>

The

<img>

tag is accessible only via the API and must reference files in Salesforce similar to this example:

Note: In API version 35.0 and later, the system replaces special characters in rich text with escaped HTML. In API version 34.0 and prior, all rich text appears as a plain-text representation.

Type dateTime

Properties

Defaulted on create, Filter, Sort

Description

Date and time when a user last modified this record. This field is a standard system field.

When a feed item is created, LastModifiedDate is the same as CreatedDate . If a FeedComment is inserted on that feed item, then

LastModifiedDate

becomes the

CreatedDate

for that FeedComment. Deleting the FeedComment does not change the

LastModifiedDate .

Ordering by

LastModifiedDate DESC

sorts the feed by both the most recent feed item or comment.

Type int

Properties

Filter, Group, Sort

Description

The number of FeedLikes associated with this feed item.

Type url

Salesforce Knowledge SOAP API

Field

ParentId

RelatedRecordId

Title

Type

Article Type__Feed

Details

Properties

Nillable, Sort

Description

The URL of a

LinkPost

Type reference

Properties

Filter, Group, Sort

Description

ID of the article that is tracked in the feed. The feed is displayed on the detail page for this record.

Type reference

Properties

Group, Nillable, Sort

Description

ID of the ContentVersion object associated with a

ContentPost

. This field is null for all posts except

ContentPost

Type string

Properties

Group, Nillable, Sort

Description

The title of the feed item. When the

Type

LinkPost

, the

LinkUrl

is the URL and this field is the link name.

Type picklist

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Description

The type of feed item:

•

ActivityEvent

—indirectly generated event when a user or the API adds a Task associated with a feed-enabled parent record (excluding email tasks on cases). Also occurs when a user or the API adds or updates a Task or Event associated with a case record (excluding email and call logging).

For a recurring Task with CaseFeed disabled, one event is generated for the series only.

For a recurring Task with CaseFeed enabled, events are generated for the series and each occurrence.

Salesforce Knowledge SOAP API

Field

Article Type__Feed

Details

•

AdvancedTextPost

—created when a user posts a group announcement and, in

Lightning Experience as of API version 39.0 and later, when a user shares a post.

•

AnnouncementPost

—Not used.

• ApprovalPost —generated when a user submits an approval.

• BasicTemplateFeedItem —Not used.

•

CanvasPost

—a post made by a canvas app posted on a feed.

• CollaborationGroupCreated —generated when a user creates a public group.

• CollaborationGroupUnarchived —Not used.

•

ContentPost

—a post with an attached file.

• CreatedRecordEvent —generated when a user creates a record from the publisher.

• DashboardComponentAlert —generated when a dashboard metric or gauge exceeds a user-defined threshold.

• DashboardComponentSnapshot —created when a user posts a dashboard snapshot on a feed.

• LinkPost —a post with an attached URL.

• PollPost —a poll posted on a feed.

•

ProfileSkillPost

—generated when a skill is added to a user’s Chatter profile.

• QuestionPost —generated when a user posts a question.

• ReplyPost —generated when Chatter Answers posts a reply.

•

RypplePost

—generated when a user creates a Thanks badge in Work.com.

• TextPost —a direct text entry on a feed.

• TrackedChange —a change or group of changes to a tracked field.

•

UserStatus

—automatically generated when a user adds a post. Deprecated.

The following values appear in the Type picklist for all feed objects but apply only to

CaseFeed:

• CaseCommentPost —generated event when a user adds a case comment for a case object

• EmailMessageEvent —generated event when an email related to a case object is sent or received

•

CallLogPost

—generated event when a user logs a call for a case through the user interface. CTI calls also generate this event.

•

ChangeStatusPost

—generated event when a user changes the status of a case

• AttachArticleEvent —generated event when a user attaches an article to a case

Note: If you set Type to ContentPost , also specify ContentData and

ContentFileName .

Salesforce Knowledge SOAP API KnowledgeArticle

Usage

Use this object to track changes for an article. You can only delete a feed that you created, or if you have the “Modify All Data” permission or “Modify All” permission on the KnowledgeArticle object.

KnowledgeArticle

Provides read-only access to an article and the ability to delete the master article. This object is available in API version 19.0 and later.

Unlike KnowledgeArticleVersion, the ID of a KnowledgeArticle record is identical irrespective of the article's version (status). For more information on articles and article types, see “Work with Articles and Translations” and “Knowledge Article Types” in the Salesforce online help.

Supported Calls delete()

, describeSObjects()

, query()

, retrieve()

Special Access Rules

A user must have the “View Articles” permission enabled. Salesforce Knowledge users, unlike Customer Portal and partner portal users, must also be granted the

Knowledge User

feature license.

Fields

Field Name

ArchivedById

ArchivedDate

ArticleNumber

Details

Type reference

Properties

Filter, Group, Nillable, Sort

Description

The ID of the user who archived the article.

Type dateTime

Properties

Filter, Nillable, Sort

Description

The date when the article was archived.

Type string

Properties

Autonumber, Defaulted on create, Filter, Sort

Salesforce Knowledge SOAP API

Field Name

CaseAssociationCount

FirstPublishedDate

LastPublishedDate

LastReferencedDate

LastViewedDate

KnowledgeArticle

Details

Description

The unique number automatically assigned to the article when it's created. You can't change the format or value for this field.

Type int

Properties

Filter, Group, Sort

Description

The number of cases attached to the article.

Type dateTime

Properties

Filter, Nillable, Sort

Description

The date when the article was first published.

Type dateTime

Properties

Filter, Nillable, Sort

Description

The date when the article was last published.

Type date

Properties

Filter, Nillable, Sort, Update

Description

The timestamp for when the current user last viewed a record related to this record.

Type date

Properties

Filter, Nillable, Sort, Update

Description

The timestamp for when the current user last viewed this record. If this value is null, this record might only have been referenced ( LastReferencedDate ) and not viewed.

Salesforce Knowledge SOAP API

Field Name

MasterLanguage

KnowledgeArticleVersion

Details

Type picklist

Properties

Filter, Restricted picklist

Description

The article's original language. Only accessible if your knowledge base supports multiple languages.

Usage

Use this object to query or retrieve articles. KnowledgeArticle can be used in a SOQL clause, but doesn’t provide access to the fields from the article. Provides read-only access to an article and the ability to delete the master article.

KnowledgeArticleVersion

Provides a global view of standard article fields across all article types depending on their version. This object is available in API version

18.0 and later.

Use this object to:

• Query or search generically across multiple article types.

• Filter on a specific version.

• Update standard fields, those fields that are updateable, in draft versions.

When you query on the archived article, the results include both the article and the article’s archived versions.

Note: You can’t update draft translations with the API.

Supported Calls create()

, delete()

, describeLayout()

, describeSObjects()

, query()

, retrieve()

, search()

, and update() .

Note:

• You can only update draft versions.

• To create, update, or delete a Knowledge article version, use the call on ArticleType_kav, where ArticleType is the name of the article’s type. For example, to delete, use ArticleType_kav.delete().

Special Access Rules

A user must have the “View Articles” permission enabled. Salesforce Knowledge users, unlike Customer Portal and partner portal users, must also be granted the Knowledge User feature license to view and edit article versions.

Salesforce Knowledge SOAP API

Fields

Field Name

ArchivedById

ArchivedDate

ArticleNumber

ArticleType

FirstPublishedDate

IsLatestVersion

KnowledgeArticleVersion

Details

Type reference

Properties

Filter, Nillable

Description

The ID of the user who archived the article.

Type dateTime

Properties

Filter, Nillable

Description

The date when the article was archived.

Type string

Properties

Autonumber, Defaulted on create, Filter

Description

The unique number automatically assigned to the article when it's created. You can't change the format or value for this field.

Type string

Properties

Defaulted on create,Filter

Description

Indicates the API Name of the article type. The ArticleType is assigned to the article when it's created. You can't change the value of this field. This field is available in API version 26.0 and later.

Type dateTime

Properties

Filter, Nillable

Description

The date when the article was first published.

Type boolean

Salesforce Knowledge SOAP API

Field Name

IsMasterLanguage

IsOutOfDate

IsVisibleInApp

IsVisibleInCsp

KnowledgeArticleVersion

Details

Properties

Defaulted on create, Group, Filter, Sort

Description

Indicates whether the article is the most current version. ( true

) or not ( false

This field can be true

on the online or published version, a draft version in the master language, a draft version in a translation, and the latest archived version.

However, you can’t filter by (PublishState=’Online’) and (IsLatestVersion=false) because the online version is also the latest version. This field is available in API version 24.0

and later.

Type boolean

Properties

Defaulted on create, Filter

Description

Indicates whether the article has one or more translations associated with it ( true

) or not ( false

). Only accessible if your knowledge base supports multiple languages.

Type boolean

Properties

Defaulted on create, Filter

Description

Indicates whether the source article has been updated since this translated version was created ( true ) or not ( false ). Only accessible if your knowledge base supports multiple languages.

Type boolean

Properties

Defaulted on create, Filter

Description

Required. Indicates whether the article is visible in the Articles tab ( true ) or not

( false

Type boolean

Properties

Defaulted on create, Filter

Description

Required. Indicates whether the article is visible in the Customer Portal ( true ) or not ( false

Salesforce Knowledge SOAP API

Field Name

IsVisibleInPkb

IsVisibleInPrm

KnowledgeArticleId

Language

LastPublishedDate

KnowledgeArticleVersion

Details

Type boolean

Properties

Defaulted on create, Filter

Description

Required. Indicates whether the article is visible in the public knowledge base ( true

) or not ( false ).

Type boolean

Properties

Defaulted on create, Filter

Description

Required. Indicates whether the article is visible in the partner portal ( true

) or not

( false ).

Type reference

Properties

Filter

Description

The ID of the article independent from its version. The value for this field is retrieved from the Id field of the KnowledgeArticle object.

Type picklist

Properties

Filter, Restricted picklist

Description

The language that the article is written in, such as

French

Chinese

(Traditional) .

Querying or searching articles in SOQL or SOSL requires that you specify the

Language field in the WHERE clause. The language must be the same for all article types.

Type dateTime

Properties

Filter, Nillable

Description

The date when the article was last published.

Salesforce Knowledge SOAP API

Field Name

MasterVersionId

OwnerId

PublishStatus

SourceId

Summary

KnowledgeArticleVersion

Details

Type reference

Properties

Filter, Nillable

Description

ID of the source article, if the article is the translation of a source article. Only accessible if your knowledge base supports multiple languages.

Type reference

Properties

Filter

Description

The ID of the article's owner.

Type picklist

Properties

Defaulted on create, Filter, Restricted picklist

Description

The publication status for the article:

• Draft : any draft articles.

•

Online

: articles published in Salesforce Knowledge.

•

Archived

: archived articles.

A user must have the “Manage Articles” permission enabled to use Online .

Querying or searching articles in SOQL or SOSL requires that you specify either the

PublishStatus or the Id field in the WHERE clause. You can search for only one publication status per article type in a single SOSL query. When searching for articles with a

PublishStatus

Archived

, also check that

IsLatestVersion equals false in your WHERE clause.

Type reference

Properties

Filter, Nillable

Description

ID of the source from which the article was created (Case or Reply).

Type textarea

Salesforce Knowledge SOAP API KnowledgeArticleVersion

Field Name

Title

TranslationCompletedDate

TranslationExportedDate

TranslationImportedDate

UrlName

Details

Properties

Filter, Nillable

Description

Summary of the article. Maximum size is 1000 characters.

Type string

Properties

Defaulted on create, Filter, idLookup

Description

Required. Article's title. Maximum size is 255 characters.

Type dateTime

Properties

Filter, Nillable

Description

Date and time when the article was last translated. Only accessible if your knowledge base supports multiple languages.

Type dateTime

Properties

Filter, Nillable

Description

Date and time when the article was last exported for translation. Only accessible if your knowledge base supports multiple languages.

Type dateTime

Properties

Filter, Nillable

Description

Date and time when the article was last imported for translation. Only accessible if your knowledge base supports multiple languages.

Type string

Properties

Filter

Salesforce Knowledge SOAP API

Field Name

ValidationStatus

VersionNumber

KnowledgeArticleVersion

Details

Description

Required. Represents the article's URL. Can contain alphanumeric characters and hyphens but can't begin or end with a hyphen.

UrlName

is case-sensitive and its maximum size is 255 characters.

Type picklist

Properties

Filter, Group

Description

Shows whether the content of the article has been validated. Default values are

Validated

and

Not Validated

. This field is available in API version 24.0 or later.

Type int

Properties

None

Description

The number assigned to a version of an article. This field is available in API version

24.0 and later.

Usage

Use this object to query, retrieve, or search for articles across all article types depending on their version. You can update draft master articles. Additionally, you can delete articles that are not drafts. Client applications can use KnowledgeArticleVersion with describeDataCategoryGroups() and describeDataCategoryGroupStructures() to return the category groups and the category structure associated with Salesforce Knowledge.

Alternatively, client applications can use the article type API Name followed by __kav to query, retrieve, or search for articles for a specific article type.

To access an article independent of its version, use the KnowledgeArticle object.

SOQL Samples

The following SOQL clause uses KnowledgeArticleVersion to query all published articles from all article types complying with the classification specified in the WITH DATA CATEGORY clause:

SELECT Title, Summary

FROM KnowledgeArticleVersion

WHERE PublishStatus='Online'

AND Language = 'en_US'

WITH DATA CATEGORY Geography__c ABOVE_OR_BELOW europe__c AND Product__c BELOW All__c

Salesforce Knowledge SOAP API KnowledgeArticleVersionHistory

The following SOQL clause uses the article type

API Name

to limit the query to all draft articles from the

Offer__kav

article type:

SELECT Id, Title

FROM Offer__kav

WHERE PublishStatus='Draft'

AND Language = 'en_US'

WITH DATA CATEGORY Geography__c AT (france__c,usa__c) AND Product__c ABOVE dsl__c

The following SOQL clause uses KnowledgeArticleVersion to query the Ids of all archived versions of a particular article:

SELECT Id

FROM KnowledgeArticleVersion

WHERE PublishStatus='Archived'

AND IsLatestVersion=false

AND KnowledgeArticleId='kA1D00000001PQ6KAM'

SOQL and SOSL with KnowledgeArticleVersion

• Always filter on a single value of PublishStatus unless the query filters on one or more primary key IDs. To support security, only users with the “Manage Articles” permission see articles whose PublishStatus value is Draft .

• Archived article versions are stored in the articletype_kav object. To query archived article versions, specify the article

and set

IsLatestVersion='0' .

• Always filter on a single value of

Language

. However, in SOQL, you can filter on more than one

Language

if there is a filter on

Id or KnowledgeArticleId .

KnowledgeArticleVersionHistory

Enables read-only access to the full history of an article. This object is available in API version 25.0 and later.

Supported Calls describeSObjects()

, getDeleted()

, getUpdated()

, query()

, retrieve()

Special Access Rules

This object respects field, entity, and record-level security. You must have at least “Read” permission on the article type or the field to access its history. For data category security, Salesforce determines access based on the categorization of the online version of an article.

If there is no online version, then security is applied based on the archived version, followed by the security of the draft version.

Fields

Field Name

EventType

Details

Type picklist

Properties

Filter, Group, Restricted picklist, Sort

Salesforce Knowledge SOAP API

Field Name

FieldName

Language

NewValue

OldValue

ParentId

KnowledgeArticleVersionHistory

Details

Description

The type of event that is tracked in the history table.

Type picklist

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Description

Name of the tracked field.

Type picklist

Properties

Filter, Group, Restricted picklist, Sort

Description

The language that the article is written in, such as

French

Chinese

(Traditional)

. Querying or searching articles in SOQL or SOSL requires that you specify the Language field in the WHERE clause. The language must be the same for all article types.

Type anyType

Properties

Nillable, Sort

Description

The new value of the field that was changed.

Type anyType

Properties

Nillable, Sort

Description

The most recent value of the field before it was changed.

Type reference

Properties

Filter, Group, Sort

Description

The ID of the article.

Salesforce Knowledge SOAP API

Field Name

ParentSobjectType

VersionId

VersionNumber

KnowledgeArticleViewStat

Details

Type picklist

Properties

Filter, Group, Restricted picklist, Sort

Description

The type of object that contains the field.

Type reference

Properties

Filter, Group, Nillable, Sort

Description

The ID assigned to a version of the article.

Type int

Properties

Filter, Group, Sort

Description

The number assigned to a version of an article. This field is available in API version

24.0 and later.

Usage

Use this object to query events in the history of an article. For example, you can retrieve the number of edits a particular user has made to an article, how many times the article has been published, and so on.

KnowledgeArticleViewStat

Provides statistics on the number of views for the specified article across all article types. This object is read-only and available in API version 20 and later.

Supported Calls describeSObjects() , query() , retrieve()

Special Access Rules

Users must have access to the published version of an article to retrieve its views. For more information on published article version, see the PublishStatus field in KnowledgeArticleVersion.

Salesforce Knowledge SOAP API

Fields

Field Name

Channel

NormalizedScore

ParentId

ViewCount

KnowledgeArticleViewStat

Details

Type picklist

Properties

Filter, Restricted picklist

Description

The channel where the article is viewed:

•

AllChannels

for article views across all channels.

• App for the internal Salesforce Knowledge application.

• Pkb for article views in public knowledge base.

•

Csp

for Customer Portal.

• Prm for article view in partner portal.

Type double

Properties

Filter, Nillable

Description

Article's weighted views in the selected channel. The article with most views has a score of 100. Other article views are then calculated relative to this highest view score.

For example, if the best read article has 2000 views and another has 1000. The first one gets a score of 100 while the second gets 50.

Type reference

Properties

Filter

Description

ID of the viewed article. This corresponds to a KnowledgeArticle record.

Type int

Properties

Filter, Group, Sort

Description

The number of unique views an article has received in the selected channel. An article with a high number of views may not always have a high normalized score. The normalized score for an article is calculated based on views over time, with more recent views earning a higher score. This field is available in API version 27.0 and later.

Salesforce Knowledge SOAP API KnowledgeArticleVoteStat

Usage

Use this object to query or retrieve statistics for article views.

Alternatively, client applications can use the article type API Name followed by __ViewStat to query or retrieve most viewed articles from a specific article type.

SOQL Samples

The following SOQL clause uses KnowledgeArticleViewStat to query all the article views in Salesforce Knowledge and return the related articles:

SELECT Id, NormalizedScore, Parent.Id

FROM KnowledgeArticleViewStat where Channel = 'App'

ORDER BY NormalizedScore

Use the following clause to restrict your query to Offer articles for the

Offer

article type:

SELECT Id, NormalizedScore, Parent.Id

FROM Offer__ViewStat where Channel = 'App'

ORDER BY NormalizedScore

KnowledgeArticleVoteStat

Provides the weighted rating for the specified article on a scale of 1 to 5 across all article types. This object is read-only and available in

API version 20 and later.

Supported Calls describeSObjects() , query() , retrieve()

Special Access Rules

Users must have access to the published version of an article to retrieve its votes. For more information on published article version, see the

PublishStatus

field in KnowledgeArticleVersion

Fields

Field Name

Channel

Details

Type picklist

Properties

Filter, Restricted picklist

Description

The channel where the article is rated:

• AllChannels for article views across all channels.

•

App

for the internal Salesforce Knowledge application.

• Pkb for article views in public knowledge base.

Salesforce Knowledge SOAP API

Field Name

NormalizedScore

ParentId

CaseArticle

Details

•

Csp

for Customer Portal.

• Prm for article view in partner portal.

Type double

Properties

Filter, Nillable

Description

Article's weighted score on a scale of 1 to 5. A higher score means more votes. Articles without recent votes trend towards an average rating of three stars.

Type reference

Properties

Filter

Description

The rated article. This corresponds to a KnowledgeArticle record.

Usage

Use this object to query or retrieve the rating for an article.

Alternatively, client applications can use the article type

API Name

followed by

__VoteStat

to query or retrieve the rating for an article for a specific article type.

SOQL Samples

See KnowledgeArticleViewStat.

CaseArticle

Represents the association between a Case and a KnowledgeArticle. This object is available in API version 20.0 and later.

Supported Calls create()

, delete()

, describeSObjects()

, query()

, retrieve()

Special Access Rules

Access to this object is controlled by the parent Case and KnowledgeArticle. However, when querying, access is only controlled by the parent Case.

Customer Portal users can't access this object.

Salesforce Knowledge SOAP API CaseArticle

Fields

Field

ArticleLanguage

ArticleVersionNumber

CaseId

IsSharedByEmail

KnowledgeArticleId

Details

Type picklist

Properties

Filter, Restricted picklist

Description

The language of the article associated with the case.

Type int

Properties

Create, Group, Nillable

Description

The number assigned to a version of an article. This field is available in API version 24.0 and later.

Type reference

Properties

Create, Filter, Group, Sort

Description

ID of the Case associated with the KnowledgeArticle.

Type int

Properties

Create, Group, Nillable

Description

Indicates that the article has been shared with the customer through an email.

Type reference

Properties

Create, Filter, Group, Sort

Description

ID of the KnowledgeArticle associated with the Case.

Salesforce Knowledge SOAP API LinkedArticle

Usage

This object represents the association of a knowledge article with a Case. An article is associated with a case when it’s relevant to a specific issue, when it helps an agent solve the case, or when the agent sends the article to a customer.

You can use this object to include case-article associations in Apex and Visualforce.

You can't update this object via the API. If you attempt to create a record that matches an existing record, the create request simply returns the existing record.

LinkedArticle

Represents a Knowledge article that is attached to a record. This object is available in API version 37.0 and later.

As of Summer ’16, linked articles are supported only for work orders and work order line items.

Supported Calls create()

, delete()

, describeLayout()

, describeSObjects()

, getDeleted()

, getUpdated()

, query() , retrieve() , undelete() , update() , upsert()

Special Access Rules

Knowledge must be set up in your org.

Fields

Field Name

CurrencyIsoCode

KnowledgeArticleId

KnowledgeArticleVersionId

Details

Type picklist

Properties

Create, Defaulted on create, Filter, Group, Nillable, Restricted picklist, Sort, Update

Description

Available only for orgs with the multicurrency feature enabled. Contains the ISO code for any currency allowed by the organization.

Type reference

Properties

Create, Filter, Group, Nillable, Sort

Description

The ID of the Knowledge article attached to the record. The label in the user interface is Knowledge Article ID.

Type reference

Salesforce Knowledge SOAP API

Field Name

LinkedEntityId

Name

RecordTypeId

Type

LinkedArticle

Details

Properties

Create, Filter, Group, Nillable, Sort

Description

The version of the Knowledge article attached to the record. This field lists the title of the attached version and links to the version. The label in the user interface is Article Version.

When you attach an article to a work order, that version of the article stays associated with the work order, even if later versions are published. If needed, you can detach and reattach an article to a work order to link the latest version.

Type reference

Properties

Create, Filter, Group, Nillable, Sort

Description

The ID of the record that the Knowledge article is attached to. The label in the user interface is Linked Record ID.

Type string

Properties

Create, Filter, Group, Sort, Update

Description

The title of the article. The label in the user interface is Article Title.

Type reference

Properties

Create, Filter, Group, Nillable, Sort, Update

Description

The ID of the article’s record type, if used.

Type string

Properties

Filter, Group, Nillable, Sort

Description

(Read only) The type of record that the Knowledge article is attached to. For example, work order. The label in the user interface is Linked Object Type.

Salesforce Knowledge SOAP API LinkedArticleFeed

Usage

Admins can customize linked articles’ page layouts, fields, validation rules, and more from the Linked Articles node in Setup under

Knowledge.

LinkedArticleFeed

Represents a single feed item on a linked Knowledge article attached to a record. This object is available in API version 37.0 and later.

As of Summer ’16, linked articles are supported only for work orders and work order line items.

Supported Calls delete()

, describeSObjects()

, getDeleted()

, getUpdated()

, query()

, retrieve()

Special Access Rules

Knowledge must be set up in your org.

Fields

Field Name

Body

CommentCount

InsertedById

Details

Type textarea

Properties

Nillable, Sort

Description

The content of the feed item. Required when

Type

TextPost

. Optional when Type is ContentPost or LinkPost .

Type int

Properties

Filter, Group, Sort

Description

The number of comments associated with the feed item.

Type reference

Properties

Group, Nillable, Sort

Description

ID of the user who added this object to the feed. For example, if an application migrates posts and comments from another application into a feed, the

InsertedBy

value is set to the ID of the logged-in user.

Salesforce Knowledge SOAP API

Field Name

IsRichText

LikeCount

LinkUrl

NetworkScope

LinkedArticleFeed

Details

Type boolean

Properties

Defaulted on create, Filter, Group, Sort

Description

Indicates whether the feed item

Body

contains rich text. Set

IsRichText to true if you post a rich text feed item via the SOAP API. Otherwise, the post is rendered as plain text.

Rich text supports the following HTML tags.

•

<p>

Tip: Although the

<br>

tag isn’t supported, you can use

to create lines.

•

<b>

• <i>

• <u>

•

<s>

• <ul>

• <ol>

•

<li>

• <img>

The

<img>

tag is accessible only via the API and must reference files in

Salesforce similar to this example: <img src="sfdc://069B0000000omjh"></img>

Type int

Properties

Filter, Group, Sort

Description

The number of Likes associated with the feed item.

Type url

Properties

Nillable, Sort

Description

The URL of a LinkPost .

Type picklist

Salesforce Knowledge SOAP API

Field Name

ParentId

RelatedRecordId

Title

Type

Visibility

LinkedArticleFeed

Details

Properties

Group, Nillable, Restricted picklist, Sort

Description

Specifies whether the feed item is available in the default community, a specific community, or all communities.

Type reference

Properties

Filter, Group, Sort

Description

The ID of the object type to which the feed item is related. For example, set this field to a UserId to post to someone’s profile feed. Or set it to an AccountId to post to a specific account.

Type reference

Properties

Group, Nillable, Sort

Description

The ID of the

ContentVersion

object associated with a content post. This field is null for all posts, except

ContentPost

Type string

Properties

Group, Nillable, Sort

Description

The title of the feed item. When the

Type

LinkPost

, the

LinkUrl

is the URL, and this field is the link name.

Type picklist

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Description

The type of feed item.

Type picklist

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Salesforce Knowledge SOAP API

Field Name

LinkedArticleHistory

Details

Description

Specifies whether this feed item is available to all users or only internal users.

LinkedArticleHistory

Represents the history of changes made to tracked fields on a linked article. This object is available in API version 37.0 and later.

As of Summer ’16, linked articles are supported only for work orders and work order line items.

Supported Calls describeSObjects() , getDeleted() , getUpdated() , query() , retrieve()

Special Access Rules

Knowledge must be set up in your org.

Fields

Field Name

Field

LinkedArticleId

NewValue

Details

Type picklist

Properties

Filter, Group, Restricted picklist, Sort

Description

The name of the field that was changed.

Type reference

Properties

Filter, Group, Sort

Description

The ID of the tracked linked article. The history is displayed on the detail page for this record.

Type anyType

Properties

Nillable, Sort

Description

The new value of the field that was changed.

Salesforce Knowledge SOAP API

Field Name

OldValue

Details

Type anyType

Properties

Nillable, Sort

Description

The value of the field before it was changed.

NewsFeed

Represents a single feed item on a user's home tab. A Chatter feed shows recent changes to records that the user is following.

NewsFeed is available in API version 18.0 through API version 26.0. In API version 27.0 and later, NewsFeed is no longer available in the

SOAP API. Use the Chatter REST API to access NewsFeed.

Supported Calls delete() , describeSObjects() , getDeleted() , getUpdated() , query() , retrieve()

Fields

Field

Body

CommentCount

Details

Type textarea

Properties

Nillable, Sort

Description

The content of NewsFeed. Required when

Type

TextPost

. Optional when

Type

ContentPost

LinkPost

. This is the message that appears in the feed.

Type int

Properties

Filter, Group, Sort

Description

The number of FeedComments associated with this feed item.

Tip: In a feed that supports pre-moderation,

CommentCount

“CanApproveFeedPostAndComment” or “ModifyAllData” permission.

Salesforce Knowledge SOAP API

Field

ConnectionId

ContentData

ContentDescription

ContentFileName

ContentSize

NewsFeed

Details

This has implications for how you retrieve feed comments. In a moderated feed, rather than retrieving comments by looping through

CommentCount

, go through pagination until end of comments is returned.

Type reference

Properties

Filter, Group, Nillable, Sort

Description

When a PartnerNetworkConnection makes a change to a record that is tracked, the

CreatedBy

field contains the ID of the system administrator while the

ConnectionId contains the ID of the PartnerNetworkConnection that made the change. Available if Salesforce to Salesforce is enabled for your organization.

Type base64

Properties

Nillable

Description

Available in API version 36.0 and earlier only.Required if Type is ContentPost . Encoded file data in any format, and can’t be 0 bytes. Setting this field automatically sets

Type

ContentPost

Type textarea

Properties

Nillable, Sort

Description

Available in API version 36.0 and earlier only.The description of the file specified in

ContentData

Type string

Properties

Group, Nillable, Sort

Description

Available in API version 36.0 and earlier only.This field is required if

Type

ContentPost

The name of the file uploaded to the feed. Setting

ContentFileName

automatically sets Type to ContentPost .

Type int

Salesforce Knowledge SOAP API

Field

ContentType

CreatedDate

FeedPostId

InsertedById

NewsFeed

Details

Properties

Group, Nillable, Sort

Description

Available in API version 36.0 and earlier only. The size of the file (in bytes) uploaded to the feed. This field is read-only and is automatically determined during insert.

Type string

Properties

Group, Nillable, Sort

Description

Available in API version 36.0 and earlier only. The MIME type of the file uploaded to the feed.

This field is read-only and is automatically determined during insert.

Type dateTime

Properties

Defaulted on create, Filter, Sort

Description

Date and time when this record was created. This is a standard system field.

Ordering by CreatedDateDESC sorts the feed by the most recent feed item.

Type reference

Properties

Filter, Group, Nillable, Sort

Description

This field was removed in API version 22.0, and is available in earlier versions for backward compatibility only.

ID of the associated FeedPost. A FeedPost represents the following types of changes in an

FeedItem: changes to tracked fields, text posts, link posts, and content posts.

Type reference

Properties

Group, Nillable, Sort

Description

Salesforce Knowledge SOAP API

Field

IsDeleted

LastModifiedDate

LikeCount

LinkUrl

NetworkScope

NewsFeed

Details

Type boolean

Properties

Defaulted on create, Filter, Group, Sort

Description

Standard system field. Indicates whether the record has been moved to the Recycle Bin

( true ) or not ( false ).

Type dateTime

Properties

Defaulted on create, Filter, Sort

Description

Date and time when a user last modified this record. This field is a standard system field.

When a feed item is created,

LastModifiedDate

is the same as

CreatedDate

. If a FeedComment is inserted on that feed item, then LastModifiedDate becomes the

CreatedDate for that FeedComment. Deleting the FeedComment does not change the

LastModifiedDate

Ordering by LastModifiedDate DESC sorts the feed by both the most recent feed item or comment.

Type int

Properties

Filter, Group, Sort

Description

The number of FeedLikes associated with this feed item.

Type url

Properties

Nillable, Sort

Description

The URL of a LinkPost .

Type picklist

Properties

Group, Nillable, Restricted picklist, Sort

Salesforce Knowledge SOAP API

Field

ParentId

RelatedRecordId

Title

Type

NewsFeed

Details

Description

Specifies whether this feed item is available in the default community, a specific community, or all communities. This field is available in API version 26.0 and later, if Salesforce Communities is enabled for your organization.

NetworkScope can have the following values:

•

NetworkId

—The ID of the community in which the FeedItem is available. If left empty, the feed item is only available in the default community.

•

AllNetworks

—The feed item is available in all communities.

Note the following exceptions for NetworkScope :

• Only feed items with a Group or User parent can set a

NetworkId

or a null value for

NetworkScope

• For feed items with a record parent, users can set

NetworkScope

only to

AllNetworks

• You can’t filter a FeedItem on the

NetworkScope

field.

Type reference

Properties

Filter, Group, Sort

Description

ID of the newsfeed record that is tracked in the feed. The feed is displayed on the detail page for this record.

Type reference

Properties

Group, Nillable, Sort

Description

ID of the ContentVersion object associated with a

ContentPost

. This field is null for all posts except ContentPost .

Type string

Properties

Group, Nillable, Sort

Description

The title of the feed item. When the

Type

LinkPost

, the

LinkUrl

is the URL and this field is the link name.

Type picklist

Salesforce Knowledge SOAP API

Field Details

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Description

The type of feed item:

• ActivityEvent —indirectly generated event when a user or the API adds a Task associated with a feed-enabled parent record (excluding email tasks on cases). Also occurs when a user or the API adds or updates a Task or Event associated with a case record (excluding email and call logging).

For a recurring Task with CaseFeed disabled, one event is generated for the series only.

For a recurring Task with CaseFeed enabled, events are generated for the series and each occurrence.

• AdvancedTextPost —created when a user posts a group announcement and, in

Lightning Experience as of API version 39.0 and later, when a user shares a post.

•

AnnouncementPost

—Not used.

• ApprovalPost —generated when a user submits an approval.

•

BasicTemplateFeedItem

—Not used.

•

CanvasPost

—a post made by a canvas app posted on a feed.

• CollaborationGroupCreated —generated when a user creates a public group.

•

CollaborationGroupUnarchived

—Not used.

•

ContentPost

—a post with an attached file.

• CreatedRecordEvent —generated when a user creates a record from the publisher.

•

DashboardComponentAlert

—generated when a dashboard metric or gauge exceeds a user-defined threshold.

• DashboardComponentSnapshot —created when a user posts a dashboard snapshot on a feed.

• LinkPost —a post with an attached URL.

•

PollPost

—a poll posted on a feed.

•

ProfileSkillPost

—generated when a skill is added to a user’s Chatter profile.

• QuestionPost —generated when a user posts a question.

• ReplyPost —generated when Chatter Answers posts a reply.

•

RypplePost

—generated when a user creates a Thanks badge in Work.com.

• TextPost —a direct text entry on a feed.

• TrackedChange —a change or group of changes to a tracked field.

•

UserStatus

—automatically generated when a user adds a post. Deprecated.

The following values appear in the Type picklist for all feed objects but apply only to

CaseFeed:

• CaseCommentPost —generated event when a user adds a case comment for a case object

• EmailMessageEvent —generated event when an email related to a case object is sent or received

NewsFeed

Salesforce Knowledge SOAP API

Field

Visibility

NewsFeed

Details

•

CallLogPost

—generated event when a user logs a call for a case through the user interface. This event is also generated by CTI calls.

•

ChangeStatusPost

—generated event when a user changes the status of a case

• AttachArticleEvent —generated event when a user attaches an article to a case

Note: If you set Type to ContentPost , you must specify ContentData and ContentFileName .

Type picklist

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Description

Specifies whether this feed item is available to all users or internal users only. This field is available in API version 26.0 and later, if Salesforce Communities is enabled for your organization.

Visibility

can have the following values:

• AllUsers —The feed item is available to all users who have permission to see the feed item.

•

InternalUsers

—The feed item is available to internal users only.

Note the following exceptions for Visibility :

• For record posts,

Visibility

is set to

InternalUsers

for all internal users by default.

• External users can set

Visibility

only to

AllUsers

• On user and group posts, only internal users can set Visibility to

InternalUsers

Usage

Use this object to query and retrieve record changes tracked in a news feed. Note the following when working with news feeds:

• This object is read only in the API.

• Users can only query their own news feed.

• Queries retrieve feed items that include mentions from other users.

• Use this object to query and retrieve lead feed items that were associated with a converted lead record.

Users that do not have the “View All Data” permission have the following limitations when querying records:

• Must specify a LIMIT clause and the limit must be less than or equal to 1000.

• May include a

WHERE

clause that references NewsFeed fields, but may not include references to fields in related objects. For example, you can filter by

CreatedDate

ParentId

, but not by

Parent.Name

• May include an

ORDER BY

clause that references NewsFeed fields, but may not include references to fields in related objects. For example, you can

ORDER BY CreatedDate

ParentId

, but not by

Parent.Name

Salesforce Knowledge SOAP API RecentlyViewed

Tip: To query for the most recent feed items, you should

ORDER BY CreatedDate DESC, Id DESC

Note the following SOQL restrictions.

• No SOQL limit if logged-in user has “View All Data” permission. If not, specify a LIMIT clause of 1,000 records or fewer.

• SOQL ORDER BY on fields using relationships is not available. Use ORDER BY on fields on the root object in the SOQL query.

RecentlyViewed

Represents records that the current user has recently viewed or referenced (by viewing a related record).

Supported Calls query() , update()

Special Usage Rules

The RecentlyViewed object does not support the Report, KnowledgeArticle, and Article objects.

Fields

Field

Alias

FirstName

Details

Type string

Properties

Filter, Group, Nillable, Sort

Description

The alias on the record.

Type email

Properties

Filter, Group, Nillable, Sort

Description

The email address on the record.

Type string

Properties

Filter, Group, Nillable, Sort

Description

The first name on the record. If the recently viewed record is a user, this is the user’s first name.

Salesforce Knowledge SOAP API

Field

IsActive

LastName

LastReferencedDate

LastViewedDate

Name

RecentlyViewed

Details

Type

Properties

Defaulted on create, Filter, Group, Sort

Description

The ID of the recently viewed record.

Type boolean

Properties

Defaulted on create, Filter, Group, Sort

Description

Indicates whether the recently viewed record is an active user ( true

) or not ( false

). This field contains a value only if the recently viewed record is a user.

Type string

Properties

Filter, Group, Nillable, Sort

Description

The last name on the record.

Type dateTime

Properties

Filter, Nillable, Sort, Update

Description

The timestamp for when the current user last viewed a record related to this record.

Type dateTime

Properties

Filter, Nillable, Sort, Update

Description

The timestamp for when the current user last viewed this record. If this value is null, this record might only have been referenced ( LastReferencedDate ) and not viewed.

Type string

Properties

Filter, Group, Nillable, Sort

Salesforce Knowledge SOAP API

Field

NetworkId

Phone

ProfileId

Title

Type

RecentlyViewed

Details

Description

The name on the recently viewed record. If the recently viewed record is a user, contact, or lead, the value is a concatenation of the firstname

and lastname

field values.

Type reference

Properties

Filter, Group, Nillable, Sort

Description

ID of the community that this group is part of. This field is available only if Salesforce

Communities is enabled in your organization.

You can add a

NetworkId

only when creating a group. You can’t change or add a

NetworkId for an existing group. This field is available in API version 27.0 and later.

Type phone

Properties

Filter, Group, Nillable, Sort

Description

The phone number on the record.

Type reference

Properties

Filter, Group, Nillable, Sort

Description

If the recently viewed record is a user, this is the user’s profile ID.

Type string

Properties

Filter, Group, Nillable, Sort

Description

If the recently viewed record is a user, this is the title of the user; for example CFO or CEO.

Type picklist

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Description

The sObject type for this recently viewed record. Valid values include any standard or custom objects that RecentlyViewed supports.

Salesforce Knowledge SOAP API

Field

UserRoleId

Details

Type reference

Properties

Filter, Group, Nillable, Sort

Description

The ID of the user role associated with this object.

ReportFeed

Usage

This object provides a heterogeneous list of different object types and consists of recently viewed records or records that were recently referenced (a related record was viewed). A record is considered viewed when the user sees the details associated with it, but not when the user sees it in a list with other records. Use this object to programmatically construct a list of recently viewed items specific to the current user, for example, on a custom user interface or for search auto-complete options. You can also retrieve a filtered list of records by object type ( Type ). The RecentlyViewed data is periodically truncated down to 200 records per object.

Use this query in your code to retrieve a list of all the records that were recently viewed. The results are ordered from most to least recent.

SELECT Id, Name

FROM RecentlyViewed

WHERE LastViewedDate !=null

ORDER BY LastViewedDate DESC

Use this query to retrieve data that was either viewed or referenced, but only for a limited set of objects.

SELECT Id, Name

FROM RecentlyViewed

WHERE Type IN ('Account', 'Contact', 'Plan__c')

ORDER BY LastViewedDate DESC

This query retrieves a list of all recently viewed contacts with contact-specific fields, such as the contact’s account name, and the custom website field. Records are ordered from most to least recent.

SELECT Account.Name, Title, Email, Phone, Website__c

FROM Contact

WHERE LastViewedDate != NULL

ORDER BY LastViewedDate DESC

ReportFeed

Represents a single feed item in the feed displayed on a report. This object is available in API version 20.0 and later.

Supported Calls delete() , describeSObjects() , getDeleted() , getUpdated() , query() , retrieve()

Special Access Rules

You can delete all feed items you created. To delete feed items you didn’t create, you must have one of these permissions:

Salesforce Knowledge SOAP API

• “Modify All Data”

• “Moderate Chatter”

Note: Users with the “Moderate Chatter” permission can delete only the feed items and comments they see.

Fields

Field

Body

CommentCount

ConnectionId

ReportFeed

Details

Type textarea

Properties

Nillable, Sort

Description

The content of ReportFeed. Required when

Type

TextPost

. Optional when

Type is

ContentPost

LinkPost

. This field is the message that appears in the feed.

Type int

Properties

Filter, Group, Sort

Description

The number of FeedComments associated with this feed item.

Tip: In a feed that supports pre-moderation,

CommentCount

“CanApproveFeedPostAndComment” or “ModifyAllData” permission.

Type reference

Properties

Filter, Group, Nillable, Sort

Description

When a PartnerNetworkConnection modifies a record that is tracked, the

CreatedBy

field contains the ID of the system administrator. The

ConnectionId

contains the ID of the

PartnerNetworkConnection. Available if Salesforce to Salesforce is enabled for your organization.

Salesforce Knowledge SOAP API

Field

ContentData

ContentDescription

ContentFileName

ContentSize

ContentType

ReportFeed

Details

Type base64

Properties

Nillable

Description

Available in API version 36.0 and earlier only. Required if

Type

ContentPost

. Encoded file data in any format, and can’t be 0 bytes. Setting this field automatically sets Type to

ContentPost .

Type textarea

Properties

Nillable, Sort

Description

Available in API version 36.0 and earlier only. The description of the file specified in

ContentData

Type string

Properties

Group, Nillable, Sort

Description

Available in API version 36.0 and earlier only. This field is required if Type is ContentPost .

The name of the file uploaded to the feed. Setting

ContentFileName

automatically sets

Type

ContentPost

Type int

Properties

Group, Nillable, Sort

Description

Available in API version 36.0 and earlier only. The size of the file (in bytes) uploaded to the feed. This field is read-only and is automatically determined during insert.

Type string

Properties

Group, Nillable, Sort

Description

Available in API version 36.0 and earlier only. The MIME type of the file uploaded to the feed.

This field is read-only and is automatically determined during insert.

Salesforce Knowledge SOAP API

Field

CreatedDate

FeedPostId

InsertedById

IsDeleted

IsRichText

ReportFeed

Details

Type dateTime

Properties

Defaulted on create, Filter, Sort

Description

Date and time when this record was created. This field is a standard system field.

Ordering by

CreatedDateDESC

sorts the feed by the most recent feed item.

Type reference

Properties

Filter, Group, Nillable, Sort

Description

This field was removed in API version 22.0, and is available in earlier versions for backward compatibility only.

ID of the associated FeedPost. A FeedPost represents the following types of changes in an

FeedItem: changes to tracked fields, text posts, link posts, and content posts.

Type reference

Properties

Group, Nillable, Sort

Description

Type boolean

Properties

Defaulted on create, Filter, Group, Sort

Description

Standard system field. Indicates whether the record has been moved to the Recycle Bin

( true ) or not ( false ).

Type boolean

Properties

Defaulted on create, Filter, Group, Sort

Description

Indicates whether the feed item

Body

contains rich text. Set

IsRichText

to true

if you post a rich text feed item via SOAP API. Otherwise, the post is rendered as plain text.

Salesforce Knowledge SOAP API

Field

LastModifiedDate

LikeCount

ReportFeed

Details

Rich text supports the following HTML tags:

• <p>

Tip: Though the

<br>

tag isn’t supported, you can use

<p> </p> to create lines.

• <b>

• <code>

•

<i>

• <u>

• <s>

•

<ul>

• <ol>

• <li>

•

<img>

The <img> tag is accessible only via the API and must reference files in Salesforce similar to this example:

Note: In API version 35.0 and later, the system replaces special characters in rich text with escaped HTML. In API version 34.0 and prior, all rich text appears as a plain-text representation.

Type dateTime

Properties

Defaulted on create, Filter, Sort

Description

Date and time when a user last modified this record. This field is a standard system field.

When a feed item is created, LastModifiedDate is the same as CreatedDate . If a FeedComment is inserted on that feed item, then

LastModifiedDate

becomes the

CreatedDate

for that FeedComment. Deleting the FeedComment does not change the

LastModifiedDate .

Ordering by

LastModifiedDate DESC

sorts the feed by both the most recent feed item or comment.

Type int

Properties

Filter, Group, Sort

Description

The number of FeedLikes associated with this feed item.

Salesforce Knowledge SOAP API

Field

LinkUrl

NetworkScope

ParentId

RelatedRecordId

ReportFeed

Details

Type url

Properties

Nillable, Sort

Description

The URL of a

LinkPost

Type picklist

Properties

Group, Nillable, Restricted picklist, Sort

Description

NetworkScope can have the following values:

•

NetworkId

—The ID of the community in which the FeedItem is available. If left empty, the feed item is only available in the default community.

•

AllNetworks

—The feed item is available in all communities.

Note the following exceptions for NetworkScope :

• Only feed items with a Group or User parent can set a

NetworkId

or a null value for

NetworkScope .

• For feed items with a record parent, users can set

NetworkScope

only to

AllNetworks .

• You can’t filter a FeedItem on the

NetworkScope

field.

Type reference

Properties

Filter, Group, Sort

Description

ID of the account record that is tracked in the feed. The feed is displayed on the detail page for this record.

Type reference

Properties

Group, Nillable, Sort

Description

ID of the ContentVersion object associated with a ContentPost . This field is null for all posts except ContentPost .

Salesforce Knowledge SOAP API

Field

Title

Type

ReportFeed

Details

Type string

Properties

Group, Nillable, Sort

Description

The title of the report record. When the

Type

LinkPost

, the

LinkUrl

is the URL and this field is the link name.

Type picklist

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Description

The type of feed item:

•

ActivityEvent

For a recurring Task with CaseFeed disabled, one event is generated for the series only.

For a recurring Task with CaseFeed enabled, events are generated for the series and each occurrence.

•

AdvancedTextPost

—created when a user posts a group announcement and, in

Lightning Experience as of API version 39.0 and later, when a user shares a post.

• AnnouncementPost —Not used.

•

ApprovalPost

—generated when a user submits an approval.

• BasicTemplateFeedItem —Not used.

• CanvasPost —a post made by a canvas app posted on a feed.

•

CollaborationGroupCreated

—generated when a user creates a public group.

• CollaborationGroupUnarchived —Not used.

• ContentPost —a post with an attached file.

•

CreatedRecordEvent

—generated when a user creates a record from the publisher.

• DashboardComponentAlert —generated when a dashboard metric or gauge exceeds a user-defined threshold.

•

DashboardComponentSnapshot

—created when a user posts a dashboard snapshot on a feed.

•

LinkPost

—a post with an attached URL.

• PollPost —a poll posted on a feed.

• ProfileSkillPost —generated when a skill is added to a user’s Chatter profile.

•

QuestionPost

—generated when a user posts a question.

•

ReplyPost

—generated when Chatter Answers posts a reply.

Salesforce Knowledge SOAP API

Field

Visibility

ReportFeed

Details

•

RypplePost

—generated when a user creates a Thanks badge in Work.com.

• TextPost —a direct text entry on a feed.

•

TrackedChange

—a change or group of changes to a tracked field.

•

UserStatus

—automatically generated when a user adds a post. Deprecated.

The following values appear in the Type picklist for all feed objects but apply only to

CaseFeed:

• CaseCommentPost —generated event when a user adds a case comment for a case object

• EmailMessageEvent —generated event when an email related to a case object is sent or received

• CallLogPost —generated event when a user logs a call for a case through the user interface. CTI calls also generate this event.

•

ChangeStatusPost

—generated event when a user changes the status of a case

• AttachArticleEvent —generated event when a user attaches an article to a case

Note: If you set

Type

ContentPost

, also specify

ContentData

and

ContentFileName .

Type picklist

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Description

Specifies whether this feed item is available to all users or internal users only. This field is available in API version 26.0 and later, if Salesforce Communities is enabled for your organization.

Visibility

can have the following values:

• AllUsers —The feed item is available to all users who have permission to see the feed item.

• InternalUsers —The feed item is available to internal users only.

Note the following exceptions for

Visibility

• For record posts, Visibility is set to InternalUsers for all internal users by default.

• External users can set

Visibility

only to

AllUsers

• On user and group posts, only internal users can set Visibility to

InternalUsers

Usage

Use this object to retrieve the current contents of the feed fields, such as type of feed or feed ID.

Salesforce Knowledge SOAP API SearchPromotionRule

SearchPromotionRule

31.0 and later.

Supported Calls create() , delete() , describeSObjects() , getDeleted() , getUpdated() , query() , retrieve() , undelete() , update() , upsert()

Special Access Rules

A user must have the “Manage Promoted Search Terms” permission.

Fields

Field Name

PromotedEntityId

Query

Details

Type reference

Properties

Create, Filter, Group, Nillable, Sort, Update

Description

The ID of the KnowledgeArticleVersion that the promoted search term is associated with. The article must be in published status.

Type string

Properties

Create, Filter, Group, Sort, Update

Description

The text of the promoted search term. Maximum length: 100 characters.

You can associate the same promoted search term with multiple articles. If the user’s search matches the promoted term, all associated articles are promoted in search results, ordered by relevancy. For best results, create promoted search terms selectively and limit the number of articles that are promoted per term.

Usage

Use this object to optimize article search results in Salesforce Knowledge.

TopicAssignment

Represents the assignment of a topic to a specific feed item, record, or file. This object is available in API version 28.0 and later.

Salesforce Knowledge SOAP API TopicAssignment

Administrators must enable topics for objects before users can add topics to records of that object type. Topics for most objects are available in API version 30.0 and later. Topics for ContentDocument are available in API version 37.0 and later.

Supported Calls create()

, describeSObjects()

, query()

, retrieve()

Fields

Field Name

EntityId

EntityKeyPrefix

EntityType

NetworkId

Details

Type reference

Properties

Create, Filter, Group, Sort

Description

Identifier of the feed item, record, or file.

Type string

Properties

Filter, Group, idLookup, Sort

Description

The first three digits of the EntityID field, which identify the object type

(account, opportunity, etc). This read-only field is available in API version 32.0

and later.

Interface label is “Record Key Prefix,” which appears only in reports.

Type string

Properties

Filter, Group, Nillable, Sort

Description

The standard name for the object type (account, opportunity, etc). This read-only field is available in API version 33.0 and later.

Interface label is “Object Type,” which appears only in reports.

Tip: In most cases, you should use this field rather than

EntityKeyPrefix , which exists primarily to support older reports.

Type reference

Properties

Create, Filter, Group, Nillable, Sort

Salesforce Knowledge SOAP API

Field Name

TopicId

UserProfileFeed

Details

Description

Identifier of the community to which the TopicAssignment belongs. This field is available only if Salesforce Communities is enabled in your organization.

Type reference

Properties

Create, Filter, Group, Sort

Description

Identifier of the topic.

Usage

Use this object to query the assignments of topics to feed items, records, or files. To assign or remove topics, you must have the “Assign

Topics” permission.

In SOQL

SELECT

syntax, this object supports nested semi-joins, allowing queries on Knowledge articles assigned to specific topics.

For example:

SELECT parentId FROM KnowledgeArticleViewStat

WHERE parentId in (SELECT KnowledgeArticleId FROM KnowledgeArticleVersion

WHERE publishStatus = 'Online' AND language = 'en_US'

AND Id in (select EntityId from TopicAssignment where TopicId ='0T0xx0000000xxx'))

No SOQL limit if logged-in user has “View All Data” permission. If not, do one of the following:

• Specify a LIMIT clause of 1,100 records or fewer.

• Filter on Id or Entity when using a WHERE clause with "=".

UserProfileFeed

Represents a user profile feed, which tracks all actions by a user on records that can be tracked in a feed. This feed is displayed on the user profile page.

UserProfileFeed is available in API version 18.0 through API 26.0. In API version 27.0 and later, UserProfileFeed is no longer available in the SOAP API. Use the Chatter REST API to access UserProfileFeed.

Supported Calls delete()

, describeSObjects()

, getDeleted()

, getUpdated()

, query()

, retrieve()

Special Access Rules

You can delete all feed items you created. To delete feed items you didn’t create, you must have one of these permissions:

• “Modify All Data”

• “Moderate Chatter”

Salesforce Knowledge SOAP API UserProfileFeed

Note: Users with the “Moderate Chatter” permission can delete only the feed items and comments they see.

• “Manage Unlisted Groups”

Only users with this permission can delete items in unlisted groups.

Fields

Field

Body

CommentCount

ContentData

ContentDescription

Details

Type textarea

Properties

Nillable, Sort

Description

The content of UserProfileFeed. Required when

Type

TextPost

. Optional when

Type is ContentPost or LinkPost . This field is the message that appears in the feed.

Type int

Properties

Filter, Group, Sort

Description

The number of FeedComments associated with this feed item.

Tip: In a feed that supports pre-moderation,

CommentCount

“CanApproveFeedPostAndComment” or “ModifyAllData” permission.

Type base64

Properties

Nillable

Description

Required if

Type

ContentPost

. Encoded file data in any format, and can’t be 0 bytes.

Setting this field automatically sets Type to ContentPost .

Type textarea

Salesforce Knowledge SOAP API

Field

ContentFileName

ContentSize

ContentType

CreatedDate

FeedPostId

UserProfileFeed

Details

Properties

Nillable, Sort

Description

The description of the file specified in

ContentData

Type string

Properties

Group, Nillable, Sort

Description

This field is required if Type is ContentPost . The name of the file uploaded to the feed.

Setting

ContentFileName

automatically sets

Type

ContentPost

Type int

Properties

Group, Nillable, Sort

Description

Available in API version 36.0 and earlier only. The size of the file (in bytes) uploaded to the feed. This field is read-only and is automatically determined during insert.

Type string

Properties

Group, Nillable, Sort

Description

Available in API version 36.0 and earlier only. The MIME type of the file uploaded to the feed.

This field is read-only and is automatically determined during insert.

Type dateTime

Properties

Defaulted on create, Filter, Sort

Description

Date and time when this record was created. This field is a standard system field.

Ordering by

CreatedDateDESC

sorts the feed by the most recent feed item.

Type reference

Properties

Filter, Group, Nillable, Sort

Salesforce Knowledge SOAP API

Field

InsertedById

IsDeleted

LastModifiedDate

LikeCount

UserProfileFeed

Details

Description

This field was removed in API version 22.0, and is available in earlier versions for backward compatibility only.

ID of the associated FeedPost. A FeedPost represents the following types of changes in an

FeedItem: changes to tracked fields, text posts, link posts, and content posts.

Type reference

Properties

Group, Nillable, Sort

Description

Type boolean

Properties

Defaulted on create, Filter, Group, Sort

Description

Standard system field. Indicates whether the record has been moved to the Recycle Bin

( true ) or not ( false ).

Type dateTime

Properties

Defaulted on create, Filter, Sort

Description

Date and time when a user last modified this record. This field is a standard system field.

When a feed item is created,

LastModifiedDate

is the same as

CreatedDate

. If a FeedComment is inserted on that feed item, then

LastModifiedDate

becomes the

CreatedDate for that FeedComment. Deleting the FeedComment does not change the

LastModifiedDate

Ordering by LastModifiedDate DESC sorts the feed by both the most recent feed item or comment.

Type int

Properties

Filter, Group, Sort

Description

The number of FeedLikes associated with this feed item.

Salesforce Knowledge SOAP API

Field

LinkUrl

NetworkScope

ParentId

RelatedRecordId

UserProfileFeed

Details

Type url

Properties

Nillable, Sort

Description

The URL of a

LinkPost

Type picklist

Properties

Group, Nillable, Restricted picklist, Sort

Description

NetworkScope can have the following values:

•

NetworkId

—The ID of the community in which the FeedItem is available. If left empty, the feed item is only available in the default community.

•

AllNetworks

—The feed item is available in all communities.

Note the following exceptions for NetworkScope :

• Only feed items with a Group or User parent can set a

NetworkId

or a null value for

NetworkScope .

• For feed items with a record parent, users can set

NetworkScope

only to

AllNetworks .

• You can’t filter a FeedItem on the

NetworkScope

field.

Type reference

Properties

Filter, Group, Sort

Description

ID of the account record that is tracked in the feed. The feed is displayed on the detail page for this record.

Type reference

Properties

Group, Nillable, Sort

Description

ID of the ContentVersion object associated with a ContentPost . This field is null for all posts except ContentPost .

Salesforce Knowledge SOAP API

Field

Title

Type

UserProfileFeed

Details

Type string

Properties

Group, Nillable, Sort

Description

The title of the user profile record. When the

Type

LinkPost

, the

LinkUrl

is the

URL and this field is the link name.

Type picklist

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Description

The type of feed item:

•

ActivityEvent

For a recurring Task with CaseFeed disabled, one event is generated for the series only.

For a recurring Task with CaseFeed enabled, events are generated for the series and each occurrence.

•

AdvancedTextPost

—created when a user posts a group announcement and, in

Lightning Experience as of API version 39.0 and later, when a user shares a post.

• AnnouncementPost —Not used.

•

ApprovalPost

—generated when a user submits an approval.

• BasicTemplateFeedItem —Not used.

• CanvasPost —a post made by a canvas app posted on a feed.

•

CollaborationGroupCreated

—generated when a user creates a public group.

• CollaborationGroupUnarchived —Not used.

• ContentPost —a post with an attached file.

•

CreatedRecordEvent

—generated when a user creates a record from the publisher.

• DashboardComponentAlert —generated when a dashboard metric or gauge exceeds a user-defined threshold.

•

DashboardComponentSnapshot

—created when a user posts a dashboard snapshot on a feed.

•

LinkPost

—a post with an attached URL.

• PollPost —a poll posted on a feed.

• ProfileSkillPost —generated when a skill is added to a user’s Chatter profile.

•

QuestionPost

—generated when a user posts a question.

•

ReplyPost

—generated when Chatter Answers posts a reply.

Salesforce Knowledge SOAP API

Field

Visibility

UserProfileFeed

Details

•

RypplePost

—generated when a user creates a Thanks badge in Work.com.

• TextPost —a direct text entry on a feed.

•

TrackedChange

—a change or group of changes to a tracked field.

•

UserStatus

—automatically generated when a user adds a post. Deprecated.

The following values appear in the Type picklist for all feed objects but apply only to

CaseFeed:

• CaseCommentPost —generated event when a user adds a case comment for a case object

• EmailMessageEvent —generated event when an email related to a case object is sent or received

• CallLogPost —generated event when a user logs a call for a case through the user interface. CTI calls also generate this event.

•

ChangeStatusPost

—generated event when a user changes the status of a case

• AttachArticleEvent —generated event when a user attaches an article to a case

Note: If you set

Type

ContentPost

, also specify

ContentData

and

ContentFileName .

Type picklist

Properties

Filter, Group, Nillable, Restricted picklist, Sort

Description

Specifies whether this feed item is available to all users or internal users only. This field is available in API version 26.0 and later, if Salesforce Communities is enabled for your organization.

Visibility

can have the following values:

• AllUsers —The feed item is available to all users who have permission to see the feed item.

• InternalUsers —The feed item is available to internal users only.

Note the following exceptions for

Visibility

• For record posts, Visibility is set to InternalUsers for all internal users by default.

• External users can set

Visibility

only to

AllUsers

• On user and group posts, only internal users can set Visibility to

InternalUsers

Usage

Use this object to query and retrieve record changes tracked in a user profile feed. Note the following when working with user profile feeds:

Salesforce Knowledge SOAP API Knowledge SOAP API Calls

• This object is read only in the API.

• Queries retrieve feed items that include mentions from other users.

• Use this object to query and retrieve lead feed items that were associated with a converted lead record.

• Include a WITH clause and specify the UserId of the user whose profile you want to query. The WITH clause must come after a

WHERE

clause.

Users that do not have the “View All Data” permission have the following limitations when querying records:

• Must specify a

LIMIT

clause and the limit must be less than or equal to 1000.

• Can include a

WHERE

clause that references UserProfileFeed fields, but cannot include references to fields in related objects. For example, you can filter by

CreatedDate

ParentId

, but not by

Parent.Name

• Can include an

ORDER BY

clause that references UserProfileFeed fields, but cannot include references to fields in related objects.

For example, you can

ORDER BY CreatedDate

ParentId

, but not by

Parent.Name

Tip: To query for the most recent feed items, you should

ORDER BY CreatedDate DESC, Id DESC

Note the following SOQL restrictions.

• No SOQL limit if logged-in user has “View All Data” permission. If not, specify a LIMIT clause of 1,000 records or fewer.

• SOQL ORDER BY on fields using relationships is not available. Use ORDER BY on fields on the root object in the SOQL query.

Knowledge SOAP API Calls

SOAP API calls for working with Salesforce Knowledge.

IN THIS SECTION:

describeKnowledge()Call Name

Retrieves the Knowledge language settings in the organization.

describeDataCategoryGroups()

Retrieves available category groups for objects specified in the request.

describeDataCategoryGroupStructures()

Retrieves available category groups along with their data category structure for objects specified in the request.

search()

Executes a text search in your organization’s data.

describeKnowledge()

Call Name

Retrieves the Knowledge language settings in the organization.

Syntax

KnowledgeSettings result = _connection.describeKnowledgeSettings();

Salesforce Knowledge SOAP API describeKnowledge()Call Name

Usage

Use this call to describe the existing Knowledge language settings, including the default Knowledge language, supported languages, and a list of Knowledge language information. You can also use KnowledgeSettings in the Metadata API to obtain similar information.

Sample Code—Java

This sample shows how to retrieve the Knowledge language settings. It returns the default Knowledge language, a list of Knowledge supported language, including the language code and whether is an active Knowledge language.

public void describeKnowledgeSettingsSampl e() { try {

// Make the describe call for KnowledgeSettings

KnowledgeSettings result = connection.describeKnowledgeSettings();

// Get the properties of KnowledgeSettings

System.out.println("Knowledge default language: " + result.getDefaultLanguage()); for (KnowledgeLanguageItem lang : result.getLanguages()) {

System.out.println("Language: " + lang.getName());

System.out.println("Active: " + lang.isActive());

}

} catch (ConnectionException ex) { ex.printStackTrace();

}

Sample Code—C#

public void describeKnowledgeSettingsSampl e() { try {

// Make the describe call for KnowledgeSettings

KnowledgeSettings result = connection.describeKnowledgeSettings();

}

// Get the properties of KnowledgeSettings

Console.WriteLine("Knowledge default language: " + result.getDefaultLanguage()); for (KnowledgeLanguageItem lang : result.getLanguages()) {

Console.WriteLine("Language: " + lang.getName());

Console.WriteLine("Active: " + lang.isActive());

}

} catch (SoapException ex) { ex.printStackTrace();

Response

KnowledgeSettings

Salesforce Knowledge SOAP API describeDataCategoryGroups()

describeDataCategoryGroups()

Retrieves available category groups for objects specified in the request.

Syntax

DescribeDataCategoryGroupResult

[] = connection.

describeDataCategoryGroups() (string[] sObjectTypes);

Usage

Use this call to describe the available category groups for the objects specified in the request. This call can be used with the

describeDataCategoryGroupStructures()

call to describe all the categories available for a specific object. For additional

information about data categories, see “Data Categories in Salesforce.com” in the Salesforce online help.

Sample Code—Java

This sample shows how to retrieve the data category groups associated with:

• Salesforce Knowledge articles

• Questions from the Answers feature

It returns the name, label and description of a category group and the name of the associated sobject (article or question). It also returns the number of data categories in the data category group.

public void describeDataCategoryGroupsSample() { try {

// Make the describe call for data category groups

DescribeDataCategoryGroupResult[] results = connection.describeDataCategoryGroups(new String[] {

"KnowledgeArticleVersion", "Question"});

// Get the properties of each data category group for (int i = 0; i < results.length; i++) {

System.out.println("sObject: " + results[i].getSobject());

System.out.println("Group name: " + results[i].getName());

System.out.println("Group label: " + results[i].getLabel());

System.out.println("Group description: " +

(results[i].getDescription()==null? "" : results[i].getDescription()));

System.out.println("Number of categories: " + results[i].getCategoryCount());

}

} catch (ConnectionException ce) { ce.printStackTrace();

Salesforce Knowledge SOAP API describeDataCategoryGroups()

Sample Code—C#

This sample shows how to retrieve the data category groups associated with:

• Salesforce Knowledge articles

• Questions from the Answers feature

It returns the name, label and description of a category group and the name of the associated sobject (article or question). It also returns the number of data categories in the data category group.

public void describeDataCategoryGroups() { try {

// Make the describe call for data category groups

DescribeDataCategoryGroupResult[] results = binding.describeDataCategoryGroups(new String[] {

"KnowledgeArticleVersion", "Question"});

// Get the properties of each data category group for (int i = 0; i < results.Length; i++) {

Console.WriteLine("sObject: " + results[i].sobject);

Console.WriteLine("Group name: " + results[i].name);

Console.WriteLine("Group label: " + results[i].label);

Console.WriteLine("Group description: " +

(results[i].description==null? "" : results[i].description));

Console.WriteLine("Number of categories: " + results[i].categoryCount);

}

} catch (SoapException e) {

Console.WriteLine("An unexpected error has occurred: " + e.Message + "\n" + e.StackTrace);

}

Arguments

Name sObjectTypes

Type string[]

Description

The specified value can be:

• KnowledgeArticleVersion —to retrieve category groups associated with article types.

• Question —to retrieve category groups associated with questions.

For additional information about articles and questions, see “Work with Articles and Translations” and “Answers Overview” in the Salesforce online help.

Response

DescribeDataCategoryGroupResult

Salesforce Knowledge SOAP API describeDataCategoryGroupStructures()

Faults

InvalidSObjectFault

UnexpectedErrorFault

IN THIS SECTION:

DescribeDataCategoryGroupResult

The describeDataCategoryGroups() call returns a DescribeDataCategoryGroupResult object containing the list of the category groups associated with the specified objects.

DescribeDataCategoryGroupResult

The describeDataCategoryGroups() call returns a DescribeDataCategoryGroupResult object containing the list of the category groups associated with the specified objects.

Name categoryCount description label name sobject

Type int string string string string

Description

The number of visible data categories in the data category group.

The description of the data category group.

Label for the data category group in the Salesforce user interface.

The unique name used for API access to the data category group .

The object associated with the data category group.

describeDataCategoryGroupStructures()

Retrieves available category groups along with their data category structure for objects specified in the request.

Syntax describeDataCategoryGroupStructures() [] = connection.

describeDataCategoryGroupStructures() (

DataCategoryGroupSObjectTypePair []

pairs , boolean topCategoriesOnly )

Usage

Use this call to return the visible data category structure for the given object category group pairs. First use

describeDataCategoryGroups()

to find the available category groups for the objects specified. From the returned list, choose the object category group pairs to pass as the input in describeDataCategoryGroupStructures()

. This call returns all the visible categories and data category structure as output. For additional information about data categories and data category visibility, see “Data Categories in Salesforce.com” and “Data Category Visibility” in the Salesforce online help.

Salesforce Knowledge SOAP API describeDataCategoryGroupStructures()

Sample Code—Java

This sample shows how to use sObject and data category group pairs to retrieve data categories for each pair. It calls describeDataCategoryGroupStructures() with two pairs, KnowledgeArticleVersion/Regions and Question/Regions, and iterates through the results of this call. It gets the top categories for each result, which is “All”, and then gets the first-level child categories. The sample requires that you set up a data category group called

Regions

with some child categories and associate it with a knowledge article and questions. Alternatively, you can replace the data category group name in the sample if you want to use an existing data category group in your org that has a different name.

public void describeDataCateogryGroupStructuresSample() { try {

// Create the data category pairs

DataCategoryGroupSobjectTypePair pair1 = new DataCategoryGroupSobjectTypePair();

DataCategoryGroupSobjectTypePair pair2 = new DataCategoryGroupSobjectTypePair(); pair1.setSobject("KnowledgeArticleVersion"); pair1.setDataCategoryGroupName("Regions"); pair2.setSobject("Question"); pair2.setDataCategoryGroupName("Regions");

DataCategoryGroupSobjectTypePair[] pairs = new DataCategoryGroupSobjectTypePair[] { pair1, pair2

};

// Get the list of top level categories using the describe call

DescribeDataCategoryGroupStructureResult[] results = connection.describeDataCategoryGroupStructures( pairs, false

);

// Iterate through each result and get some properties

// including top categories and child categories for (int i = 0; i < results.length; i++) {

DescribeDataCategoryGroupStructureResult result = results[i];

String sObject = result.getSobject();

System.out.println("sObject: " + sObject);

System.out.println("Group name: " + result.getName());

System.out.println("Group label: " + result.getLabel());

System.out.println("Group description: " + result.getDescription());

// Get the top-level categories

DataCategory[] topCategories = result.getTopCategories();

// Iterate through the top level categories and retrieve

// some information for (int j = 0; j < topCategories.length; j++) {

DataCategory topCategory = topCategories[j];

System.out.println("Category name: " +

Salesforce Knowledge SOAP API describeDataCategoryGroupStructures() topCategory.getName());

System.out.println("Category label: " + topCategory.getLabel());

DataCategory [] childCategories = topCategory.getChildCategories();

System.out.println("Child categories: "); for (int k = 0; k < childCategories.length; k++) {

System.out.println("\t" + k + ". Category name: " + childCategories[k].getName());

System.out.println("\t" + k + ". Category label: " + childCategories[k].getLabel());

}

} catch (ConnectionException ce) { ce.printStackTrace();

}

Sample Code—C#

This sample shows how to use sObject and data category group pairs to retrieve data categories for each pair. It calls describeDataCategoryGroupStructures()

with two pairs, KnowledgeArticleVersion/Regions and Question/Regions, and iterates through the results of this call. It gets the top categories for each result, which is “All”, and then gets the first-level child categories. The sample requires that you set up a data category group called

Regions

public void describeDataCateogryGroupStructuresSample() { try {

// Create the data category pairs

DataCategoryGroupSobjectTypePair pair1 = new DataCategoryGroupSobjectTypePair();

DataCategoryGroupSobjectTypePair pair2 = new DataCategoryGroupSobjectTypePair(); pair1.sobject = "KnowledgeArticleVersion";

//pair1.setDataCategoryGroupName("Regions"); pair1.dataCategoryGroupName = "KBArticleCategories"; pair2.sobject = "Question";

//pair2.setDataCategoryGroupName("Regions"); pair2.dataCategoryGroupName = "KBArticleCategories";

DataCategoryGroupSobjectTypePair[] pairs = new DataCategoryGroupSobjectTypePair[] { pair1, pair2

};

// Get the list of top level categories using the describe call

DescribeDataCategoryGroupStructureResult[] results = binding.describeDataCategoryGroupStructures( pairs, false

Salesforce Knowledge SOAP API describeDataCategoryGroupStructures()

);

// Iterate through each result and get some properties

// including top categories and child categories for (int i = 0; i < results.Length; i++) {

DescribeDataCategoryGroupStructureResult result = results[i];

String sObject = result.sobject;

Console.WriteLine("sObject: " + sObject);

Console.WriteLine("Group name: " + result.name);

Console.WriteLine("Group label: " + result.label);

Console.WriteLine("Group description: " + result.description);

// Get the top-level categories

DataCategory[] topCategories = result.topCategories;

// Iterate through the top level categories and retrieve

// some information for (int j = 0; j < topCategories.Length; j++) {

DataCategory topCategory = topCategories[j];

Console.WriteLine("Category name: " + topCategory.name);

Console.WriteLine("Category label: " + topCategory.label);

DataCategory [] childCategories = topCategory.childCategories;

Console.WriteLine("Child categories: "); for (int k = 0; k < childCategories.Length; k++) {

Console.WriteLine("\t" + k + ". Category name: " + childCategories[k].name);

}

Console.WriteLine("\t" + k + ". Category label: " + childCategories[k].label);

}

} catch (SoapException e)

{

}

Console.WriteLine("An unexpected error has occurred: " + e.Message + "\n" + e.StackTrace);

Arguments

Name pairs topCategoriesOnly

Type boolean

Description

DataCategoryGroupSObjectTypePair []

Specifies a category group and an object to query. Visible data categories are retrieved for that object.

Indicates whether the call returns only the top ( true

) or all the categories ( false ) visible depending on the user's data category

Salesforce Knowledge SOAP API describeDataCategoryGroupStructures()

Name Type Description group visibility settings. For more information on data category group visibility, see Data Category Visibility in the Salesforce online help.

DataCategoryGroupSObjectTypePair contains the following fields:

Name Type dataCategoryGroupName string sobject string

Description

The unique name used for API access to the data category group.

The object associated with the data category group

Response

describeDataCategoryGroupStructures()

[]

Faults

InvalidSObjectFault

UnexpectedErrorFault

IN THIS SECTION:

describeDataCategoryGroupStructures()

The describeDataCategoryGroupStructures() call returns an array of DescribeDataCategoryGroupStructureResult objects containing the category groups and categories associated with the specified objects.

describeDataCategoryGroupStructures()

Name description label name sobject topCategories

Type string string string string

DataCategory []

Description

The description of the data category group.

The label for the data category group in the Salesforce user interface.

The unique name used for API access to the data category group.

The object associated with the data category group.

A list of top level categories visible depending on the user's data category group visibility settings. For more information on data category group visibility, see “Data

Category Visibility” in the Salesforce online help.

Salesforce Knowledge SOAP API

DataCategory

Name childDataCategories label name

Type

DataCategory

[] string string

Description

A recursive list of visible sub categories in the data category.

The label for the data category in the Salesforce user interface.

The unique name used for API access to the data category.

search()

Executes a text search in your organization’s data.

Syntax

SearchResult

= connection.search(String searchString);

Usage

Use

search() to search for records based on a search string. The search() call supports searching custom objects. For an extensive

discussion about the syntax and rules used for text searches, see the Salesforce SOQL and SOSL Reference Guide .

Certain objects cannot be searched via the API, such as Attachment objects. To search an object via the search()

call, the object must be configured as searchable ( isSearchable

is true

). To determine whether an object can be searched, your client application can invoke the describeSObjects()

call on the object and inspect its searchable

property.

Sample Code—Java

This sample makes the search()

call by passing it a SOSL query, which returns contacts, leads, and accounts whose phone fields contain a specified value. Next, it gets the sObject records from the results and stores the records in arrays depending on the record type. Finally, it writes the fields of the returned contacts, leads, and accounts to the console.

public void searchSample() { try {

// Perform the search using the SOSL query.

SearchResult sr = connection.search(

"FIND {4159017000} IN Phone FIELDS RETURNING "

+ "Contact(Id, Phone, FirstName, LastName), "

+ "Lead(Id, Phone, FirstName, LastName), "

+ "Account(Id, Phone, Name)");

// Get the records from the search results.

SearchRecord[] records = sr.getSearchRecords();

ArrayList<Contact> contacts = new ArrayList<Contact>();

ArrayList<Lead> leads = new ArrayList<Lead>();

ArrayList<Account> accounts = new ArrayList<Account>();

// For each record returned, find out if it's a

// contact, lead, or account and add it to the search()

Salesforce Knowledge SOAP API

// appropriate array, then write the records

// to the console.

if (records.length > 0) { for (int i = 0; i < records.length; i++) {

SObject record = records[i].getRecord(); if (record instanceof Contact) { contacts.add((Contact) record);

} else if (record instanceof Lead) {

}

} leads.add((Lead) record);

} else if (record instanceof Account) { accounts.add((Account) record);

System.out.println("Found " + contacts.size() + " contacts."); for (Contact c : contacts) {

System.out.println(c.getId() + ", " + c.getFirstName() + ", "

+ c.getLastName() + ", " + c.getPhone());

}

System.out.println("Found " + leads.size() + " leads."); for (Lead d : leads) {

System.out.println(d.getId() + ", " + d.getFirstName() + ", "

+ d.getLastName() + ", " + d.getPhone());

}

System.out.println("Found " + accounts.size() + " accounts."); for (Account a : accounts) {

System.out.println(a.getId() + ", " + a.getName() + ", "

+ a.getPhone());

}

} else {

System.out.println("No records were found for the search.");

}

} catch (Exception ce) { ce.printStackTrace();

}

Sample Code—C#

This sample makes the search()

public void searchSample()

{ try

{

// Perform the search using the SOSL query.

SearchResult sr = binding.search(

"FIND {4159017000} IN Phone FIELDS RETURNING "

+ "Contact(Id, Phone, FirstName, LastName), "

+ "Lead(Id, Phone, FirstName, LastName), "

+ "Account(Id, Phone, Name)"); search()

Salesforce Knowledge SOAP API

// Get the records from the search results.

SearchRecord[] records = sr.searchRecords;

List<Contact> contacts = new List<Contact>();

List<Lead> leads = new List<Lead>();

List<Account> accounts = new List<Account>();

// For each record returned, find out if it's a

// contact, lead, or account and add it to the

// appropriate array, then write the records

// to the console.

if (records.Length > 0)

{ for (int i = 0; i < records.Length; i++)

{ sObject record = records[i].record; if (record is Contact)

{ contacts.Add((Contact)record);

} else if (record is Lead)

{ leads.Add((Lead)record);

} else if (record is Account)

{ accounts.Add((Account)record);

}

Console.WriteLine("Found " + contacts.Count + " contacts."); foreach (Contact c in contacts)

{

Console.WriteLine(c.Id + ", " + c.FirstName + ", " + c.LastName + ", " + c.Phone);

}

Console.WriteLine("Found " + leads.Count + " leads."); foreach (Lead d in leads)

{

Console.WriteLine(d.Id + ", " + d.FirstName + ", " + d.LastName + ", " + d.Phone);

}

Console.WriteLine("Found " + accounts.Count + " accounts."); foreach (Account a in accounts)

{

Console.WriteLine(a.Id + ", " + a.Name + ", " + a.Phone);

}

84 search()

Salesforce Knowledge SOAP API else

{

Console.WriteLine("No records were found for the search.");

}

} catch (SoapException e)

{

Console.WriteLine("An unexpected error has occurred: " + e.Message + "\n" + e.StackTrace);

}

Arguments

Name search

Type string

Description

Search string that specifies the text expression to search for, the scope of fields to search, the list of objects and fields to retrieve, and the maximum number of records to return. For more information, see the Salesforce SOQL and SOSL Reference Guide .

Response

SearchResult

Fault

InvalidFieldFault

InvalidSObjectFault

MalformedSearchFault

UnexpectedErrorFault

IN THIS SECTION:

SearchResult

The search() call returns a SearchResult object, which has the following properties.

SearchResult

The search() call returns a SearchResult object, which has the following properties.

Name queryId

Type string

Description

Unique identifier for the

SOSL

search.

searchRecords

SearchRecord []

Array of SearchRecord objects, each of which contains an sObject.

searchResultsMetadata

SearchResultsMetadata

Metadata for SearchRecords.

search()

Salesforce Knowledge SOAP API

SearchRecord

Represents an individual record returned from a search.

Name record searchRecordMetadata snippet

Type sObject

Description

The individual record returned by the search.

SearchRecordMetadata

Metadata for searchRecords

SearchSnippet

On the search results page, shows terms that match the search string highlighted within the surrounding text.

search()

SearchRecordMetadata

Metadata for search results at the record level.

Name spellCorrected

Type boolean

Description

Indicates that a record matches a spell-corrected search term. Appears in the response only when true.

SearchSnippet

Excerpts shown on search results pages for article, case, feed, and idea searches.

Name text wholeFields

Type string

WholeFields

Description

The excerpt that contains the match for the search term.

The list of highlighted fields.

WholeFields

Contains the complete text of each field that contains highlighting for terms that match the search query. The highlighted terms are surrounded by

<mark>

tags.

Name name value

Type string string

Description

The name of the highlighted field.

The highlighted text.

SearchResultsMetadata

Global metadata for the search result.

Name entityMetadata

Type

EntitySearchMetadata

Description

Search results metadata at the object level.

Salesforce Knowledge SOAP API

EntitySearchMetadata

Metadata for search results at the object level.

Name fieldMetadata

Type Description

FieldLevelSearchMetadata

Metadata for search results at the field level.

spellCorrectionMetadata

EntitySpellCorrectionMetadata

Metadata for spelling correction at the object level.

entityName string Identifies the object.

FieldLevelSearchMetadata

Metadata for search results at the field level.

Name name label type

Type string string string

Description

The field name.

The field label.

The field type.

EntitySpellCorrectionMetadata

Metadata for spelling correction at the object level. Appears in the response only when at least one record for an object matches a spell-corrected search term.

Name correctedQuery

Type string hasNonCorrectedResults boolean

Description

The spell-corrected search term.

If true

, indicates that the user has access to at least one record that matches a search term that wasn't spell-corrected. Each object sometimes returns a different value.

search()

CHAPTER 3 Salesforce Knowledge REST APIs

In this chapter ...

•

Manage Knowledge with REST APIs

•

Support Knowledge with REST API

You can manage articles and get support information with REST APIs.

REST API uses the same underlying data model and standard objects as those in SOAP API. For generic

REST API information see the Force.com REST API Developer Guide .

Salesforce Knowledge REST APIs Manage Knowledge with REST APIs

Manage Knowledge with REST APIs

REST APIs provide programmatic access to many actions you can perform on your Knowledge base, an article, and its translations.

IN THIS SECTION:

Archive the Master Version of an Article

Archives the master version of an article. The actions are defined by the field change you request on the resource. To archive the master version, use "publishStatus":"Archived" . To schedule a date for archiving, use "archiveScheduleDate"

: <date>

Assign a Task Related to a Master Article

Assigns a task to a user for a master article, including due date and instructions. The actions are defined by the field change you request on the resource.

Assign a Task Related to a Translation

Assigns a task to a user for a translated article, including due date and instructions. The actions are defined by the field change you request on the resource.

Delete a Master Version of an Article

Deletes the master version of an article.

Delete a Translated Version of an Article

Deletes a translated version of an article.

Edit an Online Version of a Master Article

Creates a draft copy of the online version of a master article. This does not unpublish the online version.

Publish the Master Version of an Article

Publishes the master version of an article.

Restore an Archived Version of an Article

Restores an archived version of the article. If versionNumber

isn’t specified, restores the latest version of the archived article.

Retrieve Article Metadata

Retrieves the metadata of an article.

Retrieve Knowledge Language Settings

Returns the existing Knowledge language settings, including the default knowledge language and a list of supported Knowledge language information.

Retrieve a Version of an Article

Retrieves the version ID of an article.

Search for Metadata Elements of a Master Version

Searches for metadata elements of the online master version of an article.

Search for Metadata Elements of a Translated Version

Searches for metadata elements of a translated version of an article.

Set a Translated Article Version to Complete

Sets a translated article version to complete.

Set a Translated Article Version to Incomplete

Sets a translated article version to incomplete.

Salesforce Knowledge REST APIs Archive the Master Version of an Article

Submit an Article for Translation

Submits an article for translation and keeps the online version. Copies or creates a new draft translation if there is already a translation in the specified language. The publishing actions are defined by the field change you request on the resource.

Unpublish the Master Version of an Article

Unpublishes the online master version of an article when there isn’t an existing draft article.

Unpublish the Online Version of a Translated Article

Unpublishes the online version of a translated article.

Parameterized Search

Executes a simple RESTful search using parameters instead of a SOSL clause. Indicate parameters in a URL in the GET method. Or, use POST for more complex JSON searches.

Executes the specified SOSL search. The search string must be URL-encoded.

Search Scope and Order

Returns an ordered list of objects in the default global search scope of a logged-in user. Global search keeps track of which objects the user interacts with and how often and arranges the search results accordingly. Objects used most frequently appear at the top of the list.

Search Result Layouts

Returns search result layout information for the objects in the query string. For each object, this call returns the list of fields displayed on the search results page as columns, the number of rows displayed on the first page, and the label used on the search results page.

Search Suggested Records

Returns a list of suggested records whose names match the user’s search string. The suggestions resource provides a shortcut for users to navigate directly to likely relevant records, before performing a full search.

Search Suggested Article Title Matches

Returns a list of Salesforce Knowledge article titles that match the user’s search query string. Provides a shortcut to navigate directly to likely relevant articles before the user performs a search.

Search Suggested Queries

Returns a list of suggested searches based on the user’s query string text matching searches that other users have performed in

Salesforce Knowledge. Provides a way to improve search effectiveness, before the user performs a search.

Archive the Master Version of an Article

<date>

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/masterVersions/<versionID>

Formats

JSON, XML

Salesforce Knowledge REST APIs Assign a Task Related to a Master Article

HTTP Method

PATCH

Authentication

Authorization: OAuth accesstoken

Parameters

Parameter publishStatus archiveScheduleDate

Description

Publishing status of the article. Use archived

Date to archive the article.

Input:

Archive:

{

"publishStatus":"Archived"

}

Schedule for archiving (using GMT date format):

{

"archiveScheduleDate" : "2012-04-19T07:00:00.000+0000"

}

Output:

HTTP status code 204 is returned when an existing record is updated.

Assign a Task Related to a Master Article

Assigns a task to a user for a master article, including due date and instructions. The actions are defined by the field change you request on the resource.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/masterVersions/<versionID>

Formats

JSON, XML

HTTP Method

PATCH

Authentication

Authorization: OAuth accesstoken

Parameters

Parameter assigneeId

Description

Assigns the master article to a user ID.

Salesforce Knowledge REST APIs Assign a Task Related to a Translation

Parameter dueDate instruction

Description

Date that the task is due.

Instructions for the task.

Input:

{

"assigneeId":"05Dxx0000dsads"

"dueDate":"2012-04-19T07:00:00.000+0000"

"instruction":"Please review."

}

Output:

HTTP status code 204 is returned when an existing record is updated.

Assign a Task Related to a Translation

Assigns a task to a user for a translated article, including due date and instructions. The actions are defined by the field change you request on the resource.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/translations/<translationVersionId>

Formats

JSON, XML

HTTP Method

PATCH

Authentication

Authorization: OAuth accesstoken

Parameters

Parameter assigneeId dueDate instruction

Description

Assigns the master article to a user ID.

Date that the task is due.

Instructions for the task.

Input:

{

"assigneeId":"05Dxx0000dsads"

"dueDate":"2012-04-19T07:00:00.000+0000"

Salesforce Knowledge REST APIs Delete a Master Version of an Article

"instruction":"Please review."

}

Output:

HTTP status code 204 is returned when an existing record is updated.

Delete a Master Version of an Article

Deletes the master version of an article.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/masterVersions/<versionID>

Formats

JSON, XML

HTTP Method

DELETE

Authentication

Authorization: OAuth accesstoken

Parameters

None

Input:

None required

Output:

HTTP status code 204 is returned when an existing record is deleted.

Delete a Translated Version of an Article

Deletes a translated version of an article.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/translations/<versionID>

Formats

JSON, XML

HTTP Method

DELETE

Authentication

Authorization: OAuth accesstoken

Parameters

None

Salesforce Knowledge REST APIs Edit an Online Version of a Master Article

Input

None needed

Output

HTTP status code 204 is returned when an existing record is deleted.

Edit an Online Version of a Master Article

Creates a draft copy of the online version of a master article. This does not unpublish the online version.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/masterVersions

Formats

JSON, XML

HTTP Method

POST

Authentication

Authorization: OAuth accesstoken

Parameters

Parameter articleId

Description

The ID of the article.

Input:

{

"articleId":<articleID>

}

Publish the Master Version of an Article

Publishes the master version of an article.

The publishing actions are defined by the field change you request on the resource. To publish a minor version, use

"publishStatus":"Online" . To publish a major version, use "publishStatus":"Online" and

"versionNumber":"NextVersion" . To schedule a publication date, use "publishScheduleDate" : <date> .

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/masterVersions/<versionId>

Formats

JSON, XML

Salesforce Knowledge REST APIs Restore an Archived Version of an Article

HTTP Method

PATCH

Authentication

Authorization: OAuth accesstoken

Parameters

Parameter publishStatus versionNumber publishScheduleDate

Description

Publishing status of the article. Use online

Version of the article.

Date to publish the article.

Input

Publish a minor version:

{

"publishStatus":"Online"

}

Publish a major version:

{

"publishStatus":"Online"

"versionNumber":"NextVersion"

}

Schedule for publication (using GMT date format):

{

"publishScheduleDate" : "2012-05-19T07:00:00.000+0000"

}

Output

HTTP status code 204 is returned when an existing record is updated.

Restore an Archived Version of an Article

Restores an archived version of the article. If versionNumber isn’t specified, restores the latest version of the archived article.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/masterVersions/

Formats

JSON, XML

HTTP Method

POST

Salesforce Knowledge REST APIs Retrieve Article Metadata

Authentication

Authorization: OAuth accesstoken

Parameters

Parameter articleId versionNumber

Description

The ID of the article.

Version of the article. If this field is not specified, the latest version of the archived article is restored.

Input:

{

"articleId":"<articleID>",

"versionNumber": <number>

}

Retrieve Article Metadata

Retrieves the metadata of an article.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articles/<articleId>

Formats

JSON, XML

HTTP Method

GET

Authentication

Authorization: OAuth accesstoken

Parameters

None

Input

None required

Retrieve Knowledge Language Settings

Returns the existing Knowledge language settings, including the default knowledge language and a list of supported Knowledge language information.

Salesforce Knowledge REST APIs Retrieve Knowledge Language Settings

Syntax

URI

/services/data/v31.0/knowledge Management/settings

Available since release

31.0

Formats

JSON, XML

HTTP methods

GET

Authentication

Authorization: Bearer token

Request body

None required

Request parameters

None

Example for Getting KnowledgeSettings curl https://https:// yourInstance .salesforce.com/services/data/v31.0/knowledgeManagement/settings

-H "Authorization: Bearer token"

Example JSON Response Body

{

"defaultLanguage" : "en_US",

"knowledgeEnabled" : true,

"languages" : [ {

"active" : true,

"name" : "en_US"

}, {

"active" : true,

"name" : "it"

}, {

"active" : true,

"name" : "zh_CN"

}, {

"active" : true,

"name" : "fr"

} ]

}

Usage

Salesforce Knowledge must be enabled in your organization. The user must have the “Knowledge User” license on their profile. This resource can be used in API version 31.0 and later. It retrieves the Knowledge language settings, including the default knowledge language and a list of supported Knowledge language information.

Salesforce Knowledge REST APIs Retrieve a Version of an Article

Retrieve a Version of an Article

Retrieves the version ID of an article.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleversions/masterVersions/<articleVersionId>

Formats

JSON, XML

HTTP Method

GET

Authentication

Authorization: OAuth accesstoken

Parameters

None

Input

None required

Search for Metadata Elements of a Master Version

Searches for metadata elements of the online master version of an article.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/masterVersions?

filterArticleId=value1&FilterPublishStatus=value2

Formats

JSON, XML

HTTP Method

GET

Authentication

Authorization: OAuth accesstoken

Example

This example searches for the online version of the master article 'kA0x50000000jsh':

/services/data/v25.0/knowledgeManagement/articleVersions/masterVersions?

filterArticleId=kA0x50000000jsh&filterPublishStatus=online"

Search for Metadata Elements of a Translated Version

Searches for metadata elements of a translated version of an article.

Salesforce Knowledge REST APIs Set a Translated Article Version to Complete

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/translations?filterArticleId=value1& filterLanguage=value2&FilterPublishStatus=value3";

Formats

JSON, XML

HTTP Method

GET

Authentication

Authorization: OAuth accesstoken

Example

This example searches for the German online translation of the article 'kA0x50000000jsh':

/services/data/v25.0/knowledgeManagement/articleVersions/translations?filterArticleId=kA0x50000000jsh& filterLanguage=de&filterPublishStatus=online"

Set a Translated Article Version to Complete

Sets a translated article version to complete.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/translations/<translationVersionID>

Formats

JSON, XML

HTTP Method

PATCH

Authentication

Authorization: OAuth accesstoken

Parameters

Parameter complete

Description

Set this value to true

for translations that are complete.

Input:

{

"complete":"true"

}

Output:

HTTP status code 204 is returned when an existing record is updated.

Salesforce Knowledge REST APIs Set a Translated Article Version to Incomplete

Set a Translated Article Version to Incomplete

Sets a translated article version to incomplete.

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/translations/<translationVersionID>

Formats

JSON, XML>

HTTP Method

PATCH

Authentication

Authorization: OAuth accesstoken

Parameters

Parameter complete

Description

Set this value to false to set a translation to incomplete.

Input:

{

"complete":"false"

}

Output:

HTTP status code 204 is returned when an existing record is updated.

Submit an Article for Translation

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/translations

Formats

JSON, XML

HTTP Method

POST

Authentication

Authorization: OAuth accesstoken

100

Salesforce Knowledge REST APIs Unpublish the Master Version of an Article

Parameters

Parameter articleID language

Description

ID of the article

ISO code for the language

Input:

{

"articleId":<articleID>

"language":"fr"

}

Unpublish the Master Version of an Article

Unpublishes the online master version of an article when there isn’t an existing draft article.

The publishing actions are defined by the field change you request on the resource. To unpublish the master version, use

"publishStatus":"draft"

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/masterVersions/<versionId>

Formats

JSON, XML

HTTP Method

PATCH

Authentication

Authorization: OAuth accesstoken

Parameters

Parameter publishStatus

Description

Publishing status of the article. Use draft .

Input

{

"publishStatus":"draft"

}

Output:

HTTP status code 204 is returned when an existing record is updated.

101

Salesforce Knowledge REST APIs Unpublish the Online Version of a Translated Article

Unpublish the Online Version of a Translated Article

Unpublishes the online version of a translated article.

The publishing actions are defined by the field change you request on the resource. To edit and remove a translation from online state, use "publishStatus":"draft" .

Syntax

URI

/services/data/v25.0/knowledgeManagement/articleVersions/translations/<translationVersionID>

Formats

JSON, XML

HTTP Method

PATCH

Authentication

Authorization: OAuth accesstoken

Parameters

Parameter publishStatus

Description

Publishing status of the article. Use draft .

Input:

{

"publishStatus":"draft"

}

Parameterized Search

Executes a simple RESTful search using parameters instead of a SOSL clause. Indicate parameters in a URL in the GET method. Or, use

POST for more complex JSON searches.

Syntax

URI

/vXX.X/parameterizedSearch/?q= search string

Formats

JSON, XML

HTTP Method

GET, POST

Authentication

Authorization: Bearer token

102

Salesforce Knowledge REST APIs

Required Global Parameters

Name q

Description

A search string that is properly URL-encoded.

Note: SOSL clauses aren’t supported.

Available in version 36.0 and later.

Parameterized Search

Optional Global Parameters

Name dataCategory

Type string

Supported

Methods

Description

GET Single value. If an organization uses Salesforce Knowledge articles or answers, dataCategory

filters all search results based on one data category.

For example, dataCategory=GlobalCategory__c below

NorthAmerica__c

When using dataCategories , specify a Salesforce Knowledge article or answer type with sobject and all the required parameters.

For example: q=tourism&sobject=KnowledgeArticleVersion&KnowledgeArticleVersion.where= language='en_US'+and+publishStatus='online'&KnowledgeArticleVersion.fields= id,title&dataCategory=Location__c+Below+North_America__c

If you require multiple dataCategory

filters, use

dataCategories

with the POST method.

dataCategories

dataCategoriesFilter[]

POST If an organization uses Salesforce Knowledge articles or answers, filters all search results based on one or more data categories.

When using dataCategories

, specify a Salesforce Knowledge article or answer

type with sobjects and the required parameters.

For example:

{

"q":"Acme",

"fields":["id", "title"],

"sobjects":[{"name":"KnowledgeArticleVersion",

"where":"language='en_US' and publishstatus='draft'"}],

}

"dataCategories":[

{"groupName" : "location__c", "operator":"below",

"categories":["North_America__c"]}

]

103

Salesforce Knowledge REST APIs

Name Type defaultLimit string division string fields string

Parameterized Search

Supported

Methods

Description

GET,

POST

Single value. The maximum number of results to return for each or sobjects (POST) specified.

The maximum defaultLimit

is 2000.

sobject

(GET)

At least one sobject must be specified.

GET example: defaultLimit=10&sobject=Account&sobject=Contact .

When an sobject

limit is specified using

sobject.limit=value

, such as

Account.limit=10

, this parameter is ignored for that object.

GET,

POST

GET

Single value. Filters search results based on the division field.

For example in the GET method, division=global

Specify a division by its name rather than ID.

All searches within a specific division also include the global division.

Comma-separated list of one or more fields to return in the response for each

sobject

specified. At least one sobject

must be specified at the global level.

For example: fields=id&sobject=Account&sobject=Contact .

The global fields

parameter is overridden when

sobject

are specified using

sobject.fields=field names . For example,

Contact.fields=id,FirstName,LastName would override the global setting of just returning the id

If unspecified, then the search results contain the IDs of records matching all fields for the specified object.

Functions

The following optional functions can be used within the fields parameter.

• toLabel

: Translates response field value into the user’s language. For example,

Lead.fields=id,toLabel(Status) . This function requires extra setup.

• convertCurrency : Converts response currency fields to the user’s currency.

For example,

Opportunity.fields=id,convertCurrency(Amount)

. This function requires extra setup. Multi-currency must be enabled for your org.

• format : Applies localized formatting to standard and custom number, date, time, and currency fields. For example,

Opportunity.fields=id,format(Amount)

Aliasing is support within fields for toLabel , convertCurrency , and format

. In addition, aliasing is required when the query includes the same field multiple times. For example,

Opportunity.fields=id,format(Amount) AliasAmount

104

Salesforce Knowledge REST APIs

Name fields

Type string[]

Parameterized Search

Supported

Methods

Description

POST Array of one or more fields to return in the response for each

sobjects

specified.

At least one sobjects must be specified at the global level.

For example:

{

"q":"Acme",

"fields":["Id", "Name", "Phone"],

"sobjects":[{"name": "Account"},

{"name": "Contact", "fields":["Id",

"FirstName", "LastName"]},

{"name": "Lead"}]

}

The global fields parameter is overridden when

sobjectsFilter[]

fields are specified. Such as, in the previous example,

FirstName

, and

LastName

is returned for

Contact

instead of the global fields of

Name and Phone .

If unspecified, then the search results contain the IDs of records matching all fields for the specified object.

Functions

The following optional functions can be used within the fields

parameter.

• toLabel : Translates response field value into the user’s language. This function requires extra setup. For example:

{

...

"sobjects":[ {"name": "Lead", "fields":["Id",

"toLabel(Status)"]},

...

}

• convertCurrency : Converts response currency fields to the user’s currency.

This function requires extra setup. Multi-currency must be enabled in the org.

For example:

{

...

"sobjects":[ {"name": "Opportunity",

"fields":["Id", "convertCurrency(Amount)"]}]

...

}

• format

: Applies localized formatting to standard and custom number, date, time, and currency fields. For example:

{

...

"sobjects":[ {"name": "Opportunity",

105

Salesforce Knowledge REST APIs

Name in metadata

Type string string netWorkIds string netWorkIds string[] offset string

Parameterized Search

Supported

Methods

Description

"fields":["Id", "format(Amount)"]}]

...

}

Aliasing is supported within fields for toLabel , convertCurrency , and format

. In addition, aliasing is required when the query includes the same field multiple times. For example:

{

...

"sobjects":[ {"name": "Opportunity", "fields":["Id",

"format(Amount) AliasAmount"]}]

...

}

GET,

POST

GET,

POST

GET

POST

GET,

POST

Scope of fields to search. If you specify one or more scope values, the fields are returned for all found objects.

Use one of the following values:

•

ALL

•

NAME

• EMAIL

•

PHONE

•

SIDEBAR

This clause doesn't apply to articles, documents, feed comments, feed items, files, products, and solutions. If any of these objects are specified, the search is not limited to specific fields; all fields are searched.

Specifies if metadata should be returned in the response. No metadata is returned by default. To include metadata in the response, use the LABELS value, which returns the display label for the fields returned in search results. For example:

?q=Acme&metadata=LABELS

Filters search results by a comma-separated list.

A network ID represents the community ID.

Filters search results by an array.

A network ID represents the community ID.

Single value. The starting row offset into the result set returned.

The maximum offset is 2000.

Only one sobject

can be specified when using this parameter.

106

Salesforce Knowledge REST APIs Parameterized Search

Name overallLimit pricebookId snippet

Type string string string

Supported

Methods

Description

GET,

POST

Single value. The maximum number of results to return across all sobject parameters specified.

The maximum overallLimit

is 2000.

GET,

POST

GET,

POST

Single value. Filters product search results by a price book ID for only the Product2 object. The price book ID must be associated with the product that you’re searching for. For example,

?q=laptop&sobject=product2&pricebookId=01sxx0000002MffAAE

The target length (maximum number of snippet characters) to return in Salesforce

Knowledge article, case, case comment, feed, feed comment, idea, and idea comment search results. The snippet

parameter displays contextual excerpts and highlights the search term for each article in the search results. Snippet results are used to differentiate matches to the search term in article search results. The target length can be from 50 to 1000 characters.

Snippet and highlights are generated from email, text, and text area (long and rich) fields. Snippets aren’t displayed for partially matching searches or if the user doesn’t have access to the field that contains the snippet. Snippets are only displayed when

20 or fewer results are returned on a page.

At least one of the following sobject

values must be specified.

• To search a specific article type, use the article type name with the suffix

__kav

• To search all article types, use

KnowledgeArticleVersion

• To search case, case comment, feed, feed comment, idea, and idea comment types, use

Case

CaseComment

FeedItem

FeedComment

Idea

, and

IdeaComment

For example, q=tourism&sobject=Case&snippet=500

sobject string GET sobjects

sobjectsFilter[]

POST

Objects to return in the response. Must be a valid object type.

You can use multiple sobject

values, such as sobject=Account&sobject=Contact .

If unspecified, then the search results contain the IDs of all objects.

Objects to return in the response. Must contain valid object types. Use with the required parameters.

For example:

{

"q":"Acme",

"fields":["id", "title"],

"sobjects":[{"name":"Solution__kav",

"where":"language='en_US' and publishstatus='draft'"},

107

Salesforce Knowledge REST APIs

Name spellCorrection updateTracking updateViewStat

Type boolean string string

Parameterized Search

Supported

Methods

Description

{"name":"FAQ__kav",

"where":"language='en_US' and publishstatus='draft'"}]

GET,

POST

GET,

POST

GET,

POST

}

If unspecified, then the search results contain the IDs of all objects.

Specifies whether spell correction is enabled for a user’s search. When set to true , spell correction is enabled for searches that support spell correction. The default value is true

For example: q=Acme&sobject=Account&Account.fields=id&spellCorrection=true

Specifies a value of true to track keywords that are used in Salesforce Knowledge article searches only.

If unspecified, the default value of false is applied.

Specifies a value of true to update an article’s view statistics. Valid only for

Salesforce Knowledge article searches.

If unspecified, the default value of false is applied.

dataCategoriesFilter[] Parameters

Parameters must be specified in the order presented in the table ( groupName , operator , categories ).

Name Type groupName string operator string

Description

The name of the data category group to filter by.

Valid values:

•

ABOVE

• ABOVE_OR_BELOW

• AT

•

BELOW categories string[] The name of the categories to filter by.

sobjectsFilter[] Parameters (POST Method Only)

Name fields limit

Type Description string[] Array of one or more fields to return in the response for the sobject .

string Specify the maximum number of rows that are returned for the sobject .

108

Salesforce Knowledge REST APIs Parameterized Search

Name name orderBy

Type string string

Description

Name of the sobject

to return in the response.

Controls the field order of the results using the following syntax

"orderBy" : "field

{ASC|DESC} [NULLS_{FIRST|LAST}]"

For example:

{

...

"sobjects":[ {"name": "Account", "fields":["Id", "name"], "orderBy":

"Name DESC Nulls_last"}]

...

}

•

ASC

: ascending. Default.

•

DESC

: descending.

• NULLS_FIRST : Null records at the beginning of the results. Default.

•

NULLS_LAST

: Null records at the end of the results.

where string Filter search results for this object by specific field values.

For example, where : conditionExpression . Here the conditionExpression of the

WHERE clause uses the following syntax: fieldExpression [logicalOperator fieldExpression2 ... ]

Add multiple field expressions to a condition expression by using logical and comparison operators.

sobject -level Parameters (GET Method Only)

The following optional parameters can be used with the sobject

parameter in a GET method to further refine search results.

These settings would override any settings specified at the global level.

The format is sobject.parameter , such as Account.fields

. An sobject must be specified to use these parameters, for example, sobject=Account&Account.fields=id,name .

Name fields limit

Type string

Description

Comma-separated list of one or more fields to return in the response.

For example,

KnowledgeArticleVersion.fields=id,title

string Specifies the maximum number of rows that are returned for the sobject .

For example,

Account.limit=10

orderBy string Controls the field order of the results using the following syntax orderBy = field {ASC|DESC}

[NULLS_{FIRST|LAST}]

For example:

Account.orderBy=Name

• ASC : ascending. Default.

•

DESC

: descending.

•

NULLS_FIRST

: Null records at the beginning of the results. Default.

109

Salesforce Knowledge REST APIs

Name where

Type Description

•

NULLS_LAST

: Null records at the end of the results.

string Filter search results for this object by specific field values.

For example,

Account.where = conditionExpression

. Here the conditionExpression of the WHERE clause uses the following syntax: fieldExpression [logicalOperator fieldExpression2 ... ] .

Add multiple field expressions to a condition expression by using logical and comparison operators. For example, KnowledgeArticleVersion.where=publishstatus='online' and language='en_US'

Example GET Method

.../v37.0/parameterizedSearch/?q=Acme&sobject=Account&Account.fields=id,name&Account.limit=10

Example POST Method

{

}

"q":"Smith",

"fields" : ["id", "firstName", "lastName"],

"sobjects":[{"fields":["id", "NumberOfEmployees"],

"name": "Account",

"limit":20},

{"name": "Contact"}],

"in":"ALL",

"overallLimit":100,

"defaultLimit":10

Search

Executes the specified SOSL search. The search string must be URL-encoded.

For more information on SOSL see the Force.com SOQL and SOSL Reference .

Syntax

URI

/vXX.X/search/?q= SOSL search string

Formats

JSON, XML

HTTP Method

GET

Authentication

Authorization: Bearer token

110

Salesforce Knowledge REST APIs Search Scope and Order

Parameters

Parameter q

Description

A SOSL statement that is properly URL-encoded.

Example

See Search for a String.

Search Scope and Order

The returned list reflects the object order in the user’s default search scope, including any pinned objects on the user’s search results page. This call is useful if you want to implement a custom search results page using the optimized global search scope. The search string must be URL-encoded.

Syntax

URI

/vXX.X/search/scopeOrder

Formats

JSON, XML

HTTP Method

GET

Authentication

Authorization: Bearer token

Example

See Get the Default Search Scope and Order.

Search Result Layouts

This call supports bulk fetch for up to 100 objects in a query.

Syntax

URI

/vXX.X/search/layout/?q= Comma delimited object list

Formats

JSON, XML

HTTP Method

GET

111

Salesforce Knowledge REST APIs Search Suggested Records

Authentication

Authorization: Bearer token

Response format

Property field

Type

String format label name

String

Description

Object and field name formatted with a period separating. For example:

Account.Name

The type of date field, such as the date only or date and time. Only date related types are specified; otherwise, null

Name as it appears to users

API name

Example

Get Search Result Layouts for Objects

Search Suggested Records

Syntax

URI vXX.X/search/suggestions?q= search_string&sobject=object_types

Available since release

32.0

Formats

JSON, XML

HTTP methods

GET

Authentication

Authorization: Bearer token

Request body

None required

Request parameters

Parameter fields

Description

Optional. Used for creating lookup queries. Specify multiple fields using a comma-separated list. Specifies which lookup fields to be returned in the response.

112

Salesforce Knowledge REST APIs Search Suggested Records

Parameter groupId ignoreUnsupportedSObjects limit networkId q sobject

Description

Optional. Specifies one or more unique identifiers of one or more groups that the question to return was posted to. Specify multiple groups using a comma-separated list. This parameter is only applicable when the parameter type equals question

Don’t use with the userId

Optional. Specifies what to do if unsupported objects are included in the request. If false

and an unsupported object is included, an error is returned. If true

and an unsupported object is included, the object is ignored and no error is returned. See the

Unsupported Objects section for reference. The default is false .

Optional. Specifies the maximum number of suggested records to return. If a limit isn’t specified, 5 records are returned by default. If there are more suggested records than the limit specified, the response body’s hasMoreResults

property is true

Optional. Specifies one or more unique identifiers for the community(ies) that the question to return is associated to. Specify multiple communities using a comma-separated list. This parameter is only applicable when the parameter type equals question or parameter sobject equals user .

Required. The user’s search query string, properly URL-encoded. Suggestions are returned only if the user’s query string meets the minimum length requirements: one character for queries in Chinese, Japanese, Korean, and Thai; three characters for all other languages. Query strings that exceed the maximum length of 255 characters (or

200 consecutive characters without a space break) return an error.

Required. The objects that the search is scoped to, such as Account or offer__c.

If the sobject value is feedItem , it is required to have the type parameter with a value of question

Specify up to 10 objects with a comma-separated list. For example: sobject=Account,Contact,Lead

. To take advantage of this feature, activate the CrossObjectTypeahead permission.

To specify the specific fields to return by object, use the following syntax with multiple fields in a comma-separated list. The sobject is lowercase.

sobject= sobject .fields= fields

For example:

&sobject=Account,Contact,Lead&account.fields=Website,Phone

&contact.fields=Phone topicId type

Optional. Specifies the unique identifier of the single topic that the question to return was tagged as. This parameter is only applicable when the parameter type

equals question .

Required when the sobject value is feedItem . Including this parameter for all other sobject

values doesn’t affect the query. Specifies that the type of Feed is questions. Valid value: question

113

Salesforce Knowledge REST APIs

Parameter userId useSearchScope where

Search Suggested Records

Description

Optional. Specifies one or more unique identifiers of one or more users who authored the question to return. Specify multiple users using a comma-separated list. This parameter is only applicable when the parameter type equals question

. Don’t use with the groupId

Optional. Available in API version 40.0 and later. The default value is false . If false , the objects specified in the request are used to suggest records. If true , in addition to the objects specified in the request, the user's search scope is used to suggest records.

The search scope is the list of objects a user uses most frequently.

• If the request doesn’t specify an object, use useSearchScope=true

• If useSearchScope=true and the user's search scope is empty, the default search scope is used to suggest records.

• Only the first 10 objects are used to suggest records.

• Objects specified in the sobject

parameter are prioritized over objects in the user's search scope.

• Values for the ignoreUnsupportedSObjects

parameter aren’t applied to the objects in the search scope.

This example uses only the search scope.

.../search/suggestions?q=Acme&useSearchScope=true

This example uses the search scope and the Account object.

.../search/suggestions?q=Acme&sobject=Account&useSearchScope=true

Optional. A filter that follows the same syntax as the SOQL

WHERE

clause. URL encode the expression.

Use the clause for an object, or globally for all compatible objects. An example of an object-specific clause is: account.where=name%20LIKE%20%27Smith%25%27

. An example of a global clause is: where=name%20LIKE%20%27Smith%25%27 . The parameter must be lower case. Any object-specific where clauses overrides the global where clause. You can’t use this parameter for the Question object.

To specify multiple entities, see the following example. This feature is available in version 38.0 and later.

...search/suggestions?q=Smith

&sobject=Account,Contact,KnowledgeArticleVersion,CollaborationGroup,Topic,FeedItem

// Specifies a global where clause (to filter Account and

Contact)

&where=name%20LIKE%20%27Smith%25%27

// Overrides the global where clause for Knowledge Article

(filtering by PublishStatus and Language is required for

KnowledgeArticle)

&knowledgearticleversion.where=PublishStatus='online'+and+language='en_US'

// Overrides the global where clause for Topic

&topic.where=networkid=<1234567891>

114

Salesforce Knowledge REST APIs

Parameter

Search Suggested Records

Description

// Overrides the global where clause for

CollaborationGroup

&collaborationgroup.where=networkid=<1234567891>

// FeedItem-Question doesn't support where clauses, but we can filter the type and networkId

&type=question

&networkId==<1234567891>

Usage

The suggestions resource returns records when the record’s name field includes the exact text in the search string. The last term in the search string can match the beginning of a word. Records that contain the search string within a word aren’t considered a match.

Note: If the user’s search query contains quotation marks or wildcards, those symbols are automatically removed from the query string in the URI.

Example: The text string national u is treated as national u* and returns “National Utility”, “National Urban Company”, and “First National University”.

Suggested Records Response

The suggestions resource returns display-ready data about likely relevant records that the user can access.

The order of results is determined by a relevance algorithm.

Each suggested record in the results contains these elements:

Element

Attributes

Name (or Title )

Description

The record’s object type and the URL for accessing the record.

Also includes the requested lookup fields’ values. For example, if you requested fields=Id,Name

, the result would include the ID and name.

The record’s Name field. In the absence of a standard Name field, the Title field is used for these objects:

• Dashboard

• Idea

• IdeaTheme

• Note

• Question

In the absence of a standard Name or Title field, the main identifying field is used. For example, in cases, the Case Number is used.

The record’s unique identifier.

115

Salesforce Knowledge REST APIs

Example JSON Response Body

[ {

"attributes" : {

"type" : "Account",

"url" : "/services/data/v32.0/sobjects/Account/001xx000003DH6WAAW"

"Name" : "National Utility Service"

}, {

{

"Id" : "001xx000003DH6WAAW"

"attributes" : {

"type" : "Account",

"url" : "/services/data/v32.0/sobjects/Account/001xx000003DHJ4AAO"

"Id" : "001xx000003DHJ4AAO"

"Name" : "National Utility Service"

}, {

{

"attributes" : {

"type" : "Account",

"url" : "/services/data/v32.0/sobjects/Account/001xx000003DHscAAG"

"Id" : "001xx000003DHscAAG"

"Name" : "National Urban Technology Center"

} ]

Example JSON Response Body for a Multiple Object Request

[ {

"attributes" : {

"type" : "Account",

"url" : "/services/data/v38.0/sobjects/Account/001xx000003DMEKAA4"

"Id" : "001xx000003DMEKAA4"

"Name" : "Joe Doe Printing"

}, {

{

"attributes" : {

"type" : "Account",

"url" : "/services/data/v38.0/sobjects/Account/001xx000003DLjvAAG"

"Id" : "001xx000003DLjvAAGO"

"Name" : "Joe Doe Plumbing"

}, {

{

"attributes" : {

"type" : "Contact",

"url" : "/services/data/v38.0/sobjects/Contact/003xx000004U9Y9AAK"

"Id" : "003xx000004U9Y9AAK"

"Name" : "John Doe"

} ]

Search Suggested Records

116

Salesforce Knowledge REST APIs

Example XML Response Body

<?xml version=”1.0” encoding=”UTF-8”?

<Name>National Utility Service</Name>

</autoSuggestResults>

<Name>National Utility Service</Name>

</autoSuggestResults>

<Id>001xx000003DHscAAG</Id>

<Name>National Urban Technology Center</Name>

</autoSuggestResults>

</suggestions>

Unsupported Objects

The suggestions resource supports all searchable objects except the following.

• ContentNote

• Event

• External objects

• FeedComment

• FeedPost

• IdeaComment

• Pricebook2

• Reply

• TagDefinition

• Task

Search Suggested Article Title Matches

Syntax

URI

/vXX.X/search/suggestTitleMatches?q= search string&language=article

language&publishStatus=article publication status

Available since release

30.0

117

Search Suggested Article Title Matches

Salesforce Knowledge REST APIs Search Suggested Article Title Matches

Formats

JSON, XML

HTTP methods

GET

Authentication

Authorization: Bearer token

Request body

None required

Request parameters

Parameter articleTypes categories channel

Description

Optional. Three-character ID prefixes indicating the desired article types. You can specify multiple values for this parameter in a single REST call, by repeating the parameter name for each value. For example, articleTypes=ka0&articleTypes=ka1 .

Optional. The name of the data category group and name of the data category for desired articles, expressed as a JSON mapping. You can specify multiple data category group and data category pairs in this parameter. For example, categories={"Regions":"Asia","Products":"Laptops"}

Characters in the URL might need to be encoded. For this example, categories=%7B%22Regions%22%3A%22Asia

%22%2C%22Products%22%3A%22Laptops%22%7D

Optional. The channel where the matching articles are visible. Valid values:

•

AllChannels

–Visible in all channels the user has access to

•

App

–Visible in the internal Salesforce Knowledge application

• Pkb –Visible in the public knowledge base

•

Csp

–Visible in the Customer Portal

•

Prm

–Visible in the Partner Portal

If channel isn’t specified, the default value is determined by the type of user.

•

Pkb

for a guest user

• Csp for a Customer Portal user

• Prm for a Partner Portal user

•

App

for any other type of user

If channel is specified, the specified value may not be the actual value requested, because of certain requirements.

• For guest, Customer Portal, and Partner Portal users, the specified value must match the default value for each user type. If the values don’t match or

AllChannels is specified, then

App

replaces the specified value.

• For all users other than guest, Customer Portal, and Partner Portal users:

– If Pkb , Csp , Prm , or App are specified, then the specified value is used.

– If AllChannels is specified, then App replaces the specified value.

118

Salesforce Knowledge REST APIs Search Suggested Article Title Matches

Parameter language limit publishStatus q topics validationStatus

Description

Required. The language of the user’s query. Specifies the language that matching articles are written in.

Optional. Specifies the maximum number of articles to return. If there are more suggested articles than the limit specified, the response body’s hasMoreResults property is true .

Required. The article’s publication status. Valid values:

• Draft –Articles aren’t published in Salesforce Knowledge.

•

Online

–Articles are published in Salesforce Knowledge.

•

Archived

–Articles aren’t published and are available in Archived Articles view.

Required. The user’s search query string, properly URL-encoded. Suggestions are returned only if the user’s query string meets the minimum length requirements: one character for queries in Chinese, Japanese, and Korean, and three characters for all other languages. Query strings exceeding the maximum length of 250 characters return an error.

Optional. The topic of the returned articles. For example: topics=outlook&topics=email

Optional. The validation status of returned articles.

Example for getting suggested articles with matching titles curl https:// yourInstance .salesforce.com/services/data/v30.0/search/suggestTitleMatches?

q=orange+banana&language=en_US&publishStatus=Online -H "Authorization: Bearer token "

Example JSON response body

{

"autoSuggestResults" : [ {

"attributes" : {

"type" : "KnowledgeArticleVersion",

"url" : "/services/data/v30.0/sobjects/KnowledgeArticleVersion/ka0D00000004CcQ"

"Id" : "ka0D00000004CcQ",

"UrlName" : "orange-banana",

"Title" : "orange banana",

"KnowledgeArticleId" : "kA0D00000004Cfz"

} ],

"hasMoreResults" : false

}

Usage

Salesforce Knowledge must be enabled in your organization. The user must have the “View Articles” permission enabled. The articles suggested include only the articles the user can access, based on the data categories and article types the user has permissions to view.

119

Salesforce Knowledge REST APIs Search Suggested Queries

The Suggest Article Title Matches resource is designed to return display-ready data about likely relevant articles. Articles are suggested if their titles contain the entire query string, except stopwords, such as “a,” “for,” and “the.”

For example, a search for

Backpacking for desert

returns the article, “Backpacking in the desert.”

Note: Articles with titles that include stopwords from the query string, such as “Backpacking for desert survival” in this example, appear before matching articles with titles that don’t include the stopwords.

Stopwords at the end of the query string are treated as search terms.

A wildcard is automatically appended to the last token in the query string.

Note: If the user’s search query contains quotation marks or wildcards, those symbols are automatically removed from the query string in the URI along with any other special characters.

If the number of suggestions returned exceeds the limit specified in the request, the end of the response contains a field called hasMoreResults

. Its value is true

if the suggestions returned are only a subset of the suggestions available, and false

otherwise.

Search Suggested Queries

Returns a list of suggested searches based on the user’s query string text matching searches that other users have performed in Salesforce

Knowledge. Provides a way to improve search effectiveness, before the user performs a search.

Syntax

URI vXX.X/search/suggestSearchQueries?q= search string&language=language of query

Available since release

30.0

Formats

JSON, XML

HTTP methods

GET

Authentication

Authorization: Bearer token

Request body

None required

Request parameters

Parameter channel

Description

Optional. Specifies the Salesforce Knowledge channel where the article can be viewed.

Valid values:

• AllChannels –Visible in all channels the user has access to

• App –Visible in the internal Salesforce Knowledge application

•

Pkb

–Visible in the public knowledge base

• Csp –Visible in the Customer Portal

• Prm –Visible in the Partner Portal

120

Salesforce Knowledge REST APIs Search Suggested Queries

Parameter language limit q

Description

If channel

isn’t specified, the default value is determined by the type of user.

• Pkb for a guest user

•

Csp

for a Customer Portal user

• Prm for a Partner Portal user

• App for any other type of user

If channel

is specified, the specified value may not be the actual value requested, because of certain requirements.

• For guest, Customer Portal, and Partner Portal users, the specified value must match the default value for each user type. If the values don’t match or AllChannels is specified, then App replaces the specified value.

• For all users other than guest, Customer Portal, and Partner Portal users:

– If

Pkb

Csp

Prm

, or

App

are specified, then the specified value is used.

– If AllChannels is specified, then App replaces the specified value.

Required. The language of the user’s query.

Optional. Specifies the maximum number of suggested searches to return. If there are more suggested queries than the limit specified, the response body’s hasMoreResults property is true .

Required. The user’s search query string, properly URL-encoded. Suggestions are returned only if the user’s query string meets the minimum length requirements: one character for queries in Chinese, Japanese, and Korean, and three characters for all other languages. Query strings exceeding the maximum length of 250 characters return an error.

Example for getting suggested queries curl https:// yourInstance .salesforce.com/services/data/v30.0/search/suggestSearchQueries?

q=app&language=en_US -H "Authorization: Bearer token "

Example JSON response body

{

}

"autoSuggestResults" : [ {

"0" : "apple",

"1" : "apple banana",

} ],

"hasMoreResults" : false

Usage

Salesforce Knowledge must be enabled in your organization.

121

Salesforce Knowledge REST APIs Support Knowledge with REST API

Queries are suggested if they exactly match the query string text. The text string must be a prefix within the query; it’s not considered a match if it appears within a word. For example, the text string app would return suggested queries apple banana and banana apples but not pineapple.

If the number of suggestions returned exceeds the limit specified in the request, the end of the response contains a field called hasMoreResults

. Its value is true

if the suggestions returned are only a subset of the suggestions available, and false

otherwise.

If the user’s search query contains quotation marks or wildcards, those symbols are automatically removed from the query string in the

URI.

Support Knowledge with REST API

Knowledge Support REST APIs allow both authorized and guest users to retrieve the user’s visible data categories and their associated articles.

Authenticated users need the

UserProfile.apiEnabled

permission, Knowledge enabled in the organization, read rights on the article type, and any other knowledge specific permission or preference that controls visibility to articles.

Guest users need the

Guest Access to the Support API

preference enabled on the relevant Site, Knowledge enabled in the organization, and read rights on the article type and article channel that controls the visibility for guest users.

Syntax

The root endpoint for all Knowledge support APIs that can be open to guest users.

Available since release

38.0

Method

GET

Formats

JSON, XML

Authentication

OAuth accesstoken

Endpoint

<prefix>/support

HTTP headers

Accept: Optional. Can be either application/json or application/xml .

Input

None

Output

The following resources are related to Knowledge.

}

{

"dataCategoryGroups" : "/services/data/vxx.0/support/dataCategoryGroups",

"knowledgeArticles" : "/services/data/vxx.0/support/knowledgeArticles"

Where vxx.0

is the API version you requested.

122

Salesforce Knowledge REST APIs Data Category Groups

IN THIS SECTION:

Data Category Groups

Get data category groups that are visible to the current user.

Data Category Detail

Get data category details and the child categories by a given category.

Articles List

Get a page of online articles for the given language and category through either search or query.

Articles Details

Get all article fields, accessible to the user.

Data Category Groups

Get data category groups that are visible to the current user.

Syntax

Available since release

38.0

Method

GET

Formats

JSON, XML

Authentication

OAuth accesstoken

Endpoint

[prefix]/support/dataCategoryGroups

HTTP headers

Accept: Optional. Can be either application/json

or application/xml

Accept-language: Optional. Language to translate the categories. Any ISO-639 language abbreviation, and an ISO-3166 country code subtag in the HTTP Accept-Language header. Only one language accepted. If no language specified, the non-translated labels are returned.

Input: string sObjectName

: Required.

KnowledgeArticleVersion

only.

boolean topCategoriesOnly : Optional. Defaults to true

• True returns only the top level categories.

• False returns the entire tree.

Note: All the input parameters are case-sensitive.

Output:

A list of the active data category groups that are visible to the current user in the site context. Returns id, name, label, and their top level categories or the entire data category group tree that are visible to the current user. The labels must be translated to the given language if they are available.

• Data Category Group List

123

Salesforce Knowledge REST APIs Data Category Groups

This payload lists the active root Data Category Groups that can be used in other requests to return the data categories and articles related to it.

{

"categoryGroups": [

Data Category Group , ....],

}

Note: Returns only the active groups that are associated to the given entity (by sObjectName ). Only

KnowledgeArticleVersion

is supported.

• Data Category Group

This represents an individual data category group, and its root category.

{

"name": String, // the unique name of the category group

"label": String, // returns the translated version if it is available

"objectUsage" : String, // currently only "KnowledgeArticleVersion" is available.

"topCategories": [

Data Category Summary , ....]

}

• Data Category Summary

This provides a summary of data category information. The Summary and Detail responses share common properties, with the goal of providing only as much information as is necessary from associated resources.

{

"name": String, // the unique name of the category

"label": String, // returns the translated version if it is available

"url": URL, // the url points to the data category detail API

"childCategories": [ Data Category Summary, ....] // null if topCategoriesOnly is true

}

Note: The URL property is a pre-calculated path to the unique resource representing this data category, in this case it is

a Data Category Detail API.

Example

Input

/services/data/v38.0/support/dataCategoryGroups?sObjectName=KnowledgeArticleVersion

Output

{

"categoryGroups" : [ {

"label" : "Doc",

"name" : "Doc",

"objectUsage" : "KnowledgeArticleVersion",

"topCategories" : [ {

"childCategories" : null,

"label" : "All",

"name" : "All",

"url" :

124

Salesforce Knowledge REST APIs Data Category Detail

"/services/data/v38.0/support/dataCategoryGroups/Doc/dataCategories/All?sObjectName=KnowledgeArticleVersion"

} ]

}, {

"label" : "Manual",

"name" : "Manual",

"objectUsage" : "KnowledgeArticleVersion",

"topCategories" : [ {

"childCategories" : null,

"label" : "All",

"name" : "All",

"url" :

"/services/data/v38.0/support/dataCategoryGroups/Manual/dataCategories/All?sObjectName=KnowledgeArticleVersion"

}

} ]

Usage

Salesforce Knowledge must be enabled in your organization. This resource can be used in API version 38.0 and later. Use the language code format used in Which Languages Does Salesforce Support?

Only the user’s visible data categories are returned. A user might be able to see several sub trees in the category group, therefore, the top categories that are visible to the user in each group are returned.

Data Category Detail

Get data category details and the child categories by a given category.

Syntax

Available since release

38.0

Method

GET

Formats

JSON, XML

Authentication

OAuth accesstoken

Endpoint

[prefix]/support/dataCategoryGroups/[group]/dataCategories/[category]

HTTP headers

Accept: Optional. Can be either application/json

or application/xml

125

Salesforce Knowledge REST APIs

Input: string sObjectName

: Required.

KnowledgeArticleVersion

only.

Output:

Details of the category and a list of child categories (name, label, etc.).

• Data Category Detail

Used for situations where the hierarchical representation of data categories is important. The child property contains a list of child data categories.

{

"name": String, // the unique name of the category

"label": String, // returns the translated version if it is available

"url": URL,

"childCategories": [

Data Category Summary , ....],

}

Note: If the category isn’t visible to the current user the return is empty.

Example

Input

/services/data/v38.0/support/dataCategoryGroups/Doc/dataCategories/All?sObjectName=KnowledgeArticleVersion

Output

{

"childCategories" : [ {

"childCategories" : null,

"label" : "Help",

"name" : "Help",

"url" :

"/services/data/v38.0/support/dataCategoryGroups/Doc/dataCategories/Help?sObjectName=KnowledgeArticleVersion"

}, {

"childCategories" : null,

"label" : "QA",

"name" : "QA",

"url" :

"/services/data/v38.0/support/dataCategoryGroups/Doc/dataCategories/QA?sObjectName=KnowledgeArticleVersion"

} ],

"label" : "All",

"name" : "All",

"url" :

"/services/data/v38.0/support/dataCategoryGroups/Doc/dataCategories/All?sObjectName=KnowledgeArticleVersion"

}

Usage

Salesforce Knowledge must be enabled in your organization. This resource can be used in API version 38.0 and later. Use the language code format used in Which Languages Does Salesforce Support?

126

Data Category Detail

Salesforce Knowledge REST APIs Articles List

Articles List

Get a page of online articles for the given language and category through either search or query.

Syntax

Available since release

38.0

Method

GET

Formats

JSON, XML

Authentication

OAuth accesstoken

Endpoint

[prefix]/support/knowledgeArticles

HTTP headers

Accept: Optional. Can be either application/json

or application/xml

Accept-language: Required. The article must be an active language in the user’s organization

• If the language code isn’t valid, an error message is returned: “The language code is not valid or not supported by Knowledge.”

• If the language code is valid, but not supported by Knowledge, then an error message is returned: “Invalid language code. Check that the language is included in your Knowledge language settings."

Input: string q : Optional, Performs an SOSL search. If the query string is null, empty, or not given, an SOQL query runs.

string channel

: Optional, defaults to user’s context. For information on channel values, see

Valid channel

values

• App: Visible in the internal Salesforce Knowledge application

• Pkb: Visible in the public knowledge base

• Csp: Visible in the Customer Portal

• Prm: Visible in the Partner Portal string categories

in map json format

{“group1”:”category1”,”group2”:”category2”,...} )

Optional, defaults to None. Category group must be unique in each group:category pair, otherwise you get

ARGUMENT_OBJECT_PARSE_ERROR

string queryMethod values are: AT, BELOW, ABOVE, ABOVE_OR_BELOW . Only valid when categories are specified, defaults to ABOVE_OR_BELOW.

string sort : Optional, a sortable field name LastPublishedDate, CreatedDate, Title, ViewScore . Defaults to LastPublishedDate for query and relevance for search.

Note: When sorting on ViewScore it is only available for query, not search, and no pagination is supported. You only get one page of results.

string order : Optional, either ASC or DESC, defaults to DESC. Valid only when sort is valid.

integer pageSize

: Optional, defaults to 20. Valid range 1 to 100.

integer pageNumber : Optional, defaults to 1.

127

Salesforce Knowledge REST APIs Articles List

Output:

A page of online articles in the given language and category visible to the current user.

• Article Page

A page of articles. The individual entries are article summaries so the size can be kept at a minimum.

{

“articles”: [

Article Summary

, … ], // list of articles

“currentPageUrl”: URL, // the article list API with current page number

“nextPageUrl”: URL, // the article list API with next page number, which can be null if there are no more articles.

“pageNumber”: Int // the current page number, starting at 1.

}

Note: The API supports paging. Each page of responses includes a URL to its page, as well as the URL to the next page of articles.

• Article Summary

A summary of an article used in a list of article responses. It shares similar properties to the Article Detail representation, as one is a superset of the other.

{

“id”: Id, // articleId

“articleNumber”: String,

“title”: String,

“summary”: String,

“url”: URL, // to the Article Detail API

“viewCount”: Int, // view count in the interested channel

“viewScore”: double (in xxx.xxxx precision), // view score in the interested channel.

“upVoteCount”: int, // up vote count in the interested channel.

“downVoteCount”: int, // down vote count in the interested channel.

“lastPublishedDate”: Date // last publish date in ISO8601 format

“categoryGroups”: [

Data Category Group , …. ]}

The “url” property always points to the

Article Details

resource endpoint. For information on valid channel values, see the

channel parameter description

• Data Category Group

An individual data category group, its root category, and a list of selected data categories in the group.

{

}

“groupName”: String, // the unique name of the category group

“groupLabel”: String, // returns the translated version

“selectedCategories”: [

Data Category Summary

, … ]

• Data Category Summary

Provides a summary of data category information. The Summary and Detail responses share common properties.

{

“categoryName”: String, // the unique name of the category

“categoryLabel”: String, // returns the translated version, per the API language specified

128

Salesforce Knowledge REST APIs Articles List

“url”: String // returns the url for the DataCategory REST API.

}

Note: The outputs of Data Category Group and Data Category Summary in Article List API are different from the Data

Category Groups API.

Example

Input

/services/data/v38.0/support/knowledgeArticles?sort=ViewScore&channel=Pkb&pageSize=3

HTTP Headers:

Content-Type: application/json; charset=UTF-8

Accept: application/json

Accept-Language: en-US

Output

{

"articles" : [ {

"articleNumber" : "000001002",

"categoryGroups" : [ ],

"downVoteCount" : 0,

"id" : "kA0xx000000000BCAQ",

"lastPublishedDate" : "2015-02-25T02:07:18Z",

"summary" : "With this online Chinese input tool, you can type Chinese characters through your web browser without installing any Chinese input software in your system.

The Chinese online input tool uses the popular Pin Yin input method. It is a fast and convenient tool to input Chinese on English OS environments.",

"title" : "Long text test",

"upVoteCount" : 0,

"url" : "/services/data/v38.0/support/knowledgeArticles/kA0xx000000000BCAQ",

"viewCount" : 4,

"viewScore" : 100.0

}, {

"articleNumber" : "000001004",

"categoryGroups" : [ ],

"downVoteCount" : 0,

"id" : "kA0xx000000000LCAQ",

"lastPublishedDate" : "2016-06-21T21:11:02Z",

"summary" : "The number of characters required for complete coverage of all these languages' needs cannot fit in the 256-character code space of 8-bit character encodings, requiring at least a 16-bit fixed width encoding or multi-byte variable-length encodings.

\r\n\r\nAlthough CJK encodings have common character sets, the encodings often used to represent them have been developed separately by different East Asian governments and software companies, and are mutually incompatible. Unicode has attempted, with some controversy, to unify the character sets in a process known as Han unification.\r\n\r\nCJK character encodings should consist minimally of Han characters p",

"title" : "Test Images",

"upVoteCount" : 0,

"url" : "/services/data/v38.0/support/knowledgeArticles/kA0xx000000000LCAQ",

"viewCount" : 0,

"viewScore" : 0.0

}, {

129

Salesforce Knowledge REST APIs Articles Details

"articleNumber" : "000001012",

"categoryGroups" : [ ],

"downVoteCount" : 0,

"id" : "kA0xx000000006GCAQ",

"lastPublishedDate" : "2016-06-21T21:10:48Z",

"summary" : null,

"title" : "Test Draft 2",

"upVoteCount" : 0,

"url" : "/services/data/v38.0/support/knowledgeArticles/kA0xx000000006GCAQ",

"viewCount" : 0,

"viewScore" : 0.0

} ],

"currentPageUrl" :

"/services/data/v38.0/support/knowledgeArticles?channel=Pkb&pageSize=3&sort=ViewScore",

"nextPageUrl" : null,

}

"pageNumber" : 1

Usage

Salesforce Knowledge must be enabled in your organization. This resource can be used in API version 38.0 and later. The Custom File

Field is not supported because it returns a link to a binary stream. Use the language code format used in Which Languages Does Salesforce

Support?

Valid

channel

Values

• When using the options string channel , where the matching articles are visible, the following values are valid.

–

App

–Visible in the internal Salesforce Knowledge application

– Pkb –Visible in the public knowledge base

– Csp –Visible in the Customer Portal

–

Prm

–Visible in the Partner Portal

• If channel

isn’t specified, the default value is determined by the type of user.

– Pkb for a guest user

–

Csp

for a Customer Portal user

– Prm for a Partner Portal user

– App for any other type of user

• If channel is specified, the specified value may be used to retrieve articles.

– For guest, Customer Portal, and Partner Portal users, if the specified channel is other than the channel accessible to the user, an error is returned.

– For all users other than guest, Customer Portal, and Partner Portal users, the specified channel value is used.

Articles Details

Get all article fields, accessible to the user.

130

Salesforce Knowledge REST APIs Articles Details

Syntax

Available since release

38.0

Method

GET

Formats

JSON, XML

Authentication

OAuth accesstoken

Endpoint

[prefix]/support/knowledgeArticles/{articleId}

HTTP headers

Accept: Optional. Can be either application/json or application/xml .

Accept-language: Required. The article must be an active language in the user’s organization

• If the language code isn’t valid, an error message is returned: “The language code is not valid or not supported by Knowledge.”

Input: string channel

: Optional, defaults to user’s context. For information on channel values, see

Valid channel

Values

• App: Visible in the internal Salesforce Knowledge application

• Pkb: Visible in the public knowledge base

• Csp: Visible in the Customer Portal

• Prm: Visible in the Partner Portal boolean updateViewStat

: Optional, defaults to true. If true, API updates the view count in the given channel as well as the total view count.

Output:

The detailed fields of the article, if the article is online and visible to the current user.

• Article Detail

Full detail of an article, with complete metadata and layout-driven fields used for display of an article. It includes all the same

properties as an Article Summary

representation.

{

"id": Id, // articleId,

"articleNumber": String,

"title": String,

"summary": String,

"url": URL,

"versionNumber": Int,

"createdDate": Date, // in ISO8601 format

"createdBy":

User Summary

on page 132,

"lastModifiedDate": Date, // in ISO8601 format

"lastModifiedBy":

User Summary

on page 132,

"lastPublishedDate": Date, // in ISO8601 format

"layoutItems": [

Article Field , ... ],

// standard and custom fields visible

131

Salesforce Knowledge REST APIs Articles Details to the user, sorted based on the layouts of the article type.

"categories": [

Data Category Groups , ... ],

"appUpVoteCount": Int,

"cspUpVoteCount": Int,

"prmUpVoteCount": Int,

"pkbUpVoteCount": Int,

"appDownVoteCount": Int,

"cspDownVoteCount": Int,

"prmDownVoteCount": Int,

"pkbDownVoteCount": Int,

"allViewCount": Int,

"appViewCount": Int,

"cspViewCount": Int,

"prmViewCount": Int,

"pkbViewCount": Int,

"allViewScore": Double,

"appViewScore": Double,

"cspViewScore": Double,

"prmViewScore": Double,

"pkbViewScore": Double

}

• User Summary

{

"id": String

"isActive": boolean // true/false

"userName": String // login name

"firstName": String

"lastName": String

"email": String

"url": String // to the chatter user detail url:

/services/data/xx.x/chatter/users/{userId}, for guest user, it will return null.

}

• Article Field

An individual field of article information, which is listed in an Article Detail

in the order required by the administrator’s layout.

{

"type": Enum,

"name": String,

"label": String,

"value": String,

}

// see the Notes

// field name

// label

Example

Input

/services/data/v38.0/support/knowledgeArticles/kA0xx000000000LCAQ

HTTP Headers:

Content-Type: application/json; charset=UTF-8

132

Salesforce Knowledge REST APIs

Accept: application/json

Accept-Language: en-US

Output

{

"allViewCount" : 17,

"allViewScore" : 100.0,

"appDownVoteCount" : 0,

"appUpVoteCount" : 0,

"appViewCount" : 17,

"appViewScore" : 100.0,

"articleNumber" : "000001004",

"categoryGroups" : [ ],

"createdBy" : {

"email" : "[email protected]",

"firstName" : "Test",

"id" : "005xx000001SvoMAAS",

"isActive" : true,

"lastName" : "User",

"url" : "/services/data/v38.0/chatter/users/005xx000001SvoMAAS",

"userName" : "[email protected]"

"createdDate" : "2016-06-21T21:10:54Z",

"cspDownVoteCount" : 0,

"cspUpVoteCount" : 0,

"cspViewCount" : 0,

"cspViewScore" : 0.0,

"id" : "kA0xx000000000LCAQ",

"lastModifiedBy" : {

"email" : "[email protected]",

"firstName" : "Test",

"id" : "005xx000001SvoMAAS",

"isActive" : true,

"lastName" : "User",

"url" : "/services/data/v38.0/chatter/users/005xx000001SvoMAAS",

"userName" : "[email protected]"

"lastModifiedDate" : "2016-06-21T21:11:02Z",

"lastPublishedDate" : "2016-06-21T21:11:02Z",

"layoutItems" : [ {

"label" : "Out of Date",

"name" : "IsOutOfDate",

"type" : "CHECKBOX",

"value" : "false"

}, {

"label" : "sample",

"name" : "sample",

"type" : "PICK_LIST",

"value" : null

}, {

"label" : "Language",

"name" : "Language",

"type" : "PICK_LIST",

"value" : "en_US"

133

Articles Details

Salesforce Knowledge REST APIs Articles Details

}, {

"label" : "MyNumber",

"name" : "MyNumber",

"type" : "NUMBER",

"value" : null

}, {

"label" : "My File",

"name" : "My_File",

"type" : "FILE",

"value" : null

} ],

"pkbDownVoteCount" : 0,

"pkbUpVoteCount" : 0,

"pkbViewCount" : 0,

"pkbViewScore" : 0.0,

"prmDownVoteCount" : 0,

"prmUpVoteCount" : 0,

"prmViewCount" : 0,

"prmViewScore" : 0.0,

"title" : "Test Images",

"url" : "/services/data/v38.0/support/knowledgeArticles/kA0xx000000000LCAQ",

"versionNumber" : 7

}

Usage

Salesforce Knowledge must be enabled in your organization. This resource can be used in API version 38.0 and later. The Custom File

Field is not supported because it returns a link to a binary stream. Use the language code format used in Which Languages Does Salesforce

Support?

A lookup custom field is visible to guest users depending on the lookup entity type. For example, User is visible, but Case and Account are not visible. Following standard fields are not visible to a guest user, even if they are in the layout:

• archivedBy

• isLatestVersion

• translationCompletedDate

• translationImportedDate

• translationExportedDate

• versionNumber

• visibleInInternalApp

• visibleInPKB

• visibleToCustomer

• visbileToPartner

134

Salesforce Knowledge REST APIs Articles Details

Valid

channel

Values

• When using the options string channel , where the matching articles are visible, the following values are valid.

–

App

–Visible in the internal Salesforce Knowledge application

–

Pkb

–Visible in the public knowledge base

– Csp –Visible in the Customer Portal

–

Prm

–Visible in the Partner Portal

• If channel

isn’t specified, the default value is determined by the type of user.

– Pkb for a guest user

– Csp for a Customer Portal user

–

Prm

for a Partner Portal user

– App for any other type of user

• If channel is specified, the specified value may be used to retrieve articles.

– For guest, Customer Portal, and Partner Portal users, if the specified channel is other than the channel accessible to the user, an error is returned.

– For all users other than guest, Customer Portal, and Partner Portal users, the specified channel value is used.

135

CHAPTER 4 Salesforce Knowledge Metadata API

In this chapter ...

•

•

•

•

•

•

•

You can manage articles, page layouts, and data categories with the Metadata API.

Use Metadata API to retrieve, deploy, create, update or delete customization information, such as custom object definitions and page layouts, for your organization. This API is intended for managing customizations and for building tools that can manage the metadata model, not the data itself.

For generic Metadata API information see the Metadata API Developer Guide .

136

Salesforce Knowledge Metadata API ArticleType

ArticleType

Represents the metadata associated with an article type.

All articles in Salesforce Knowledge are assigned to an article type. An article's type determines the type of content it contains, its appearance, and which users can access it. For example, a simple FAQ article type can have two custom fields, Question and Answer , where article managers enter data when creating or updating FAQ articles. A more complex article type can have dozens of fields organized into several sections. Using layouts and templates, administrators can structure the article type in the most effective way for its particular content. User access to article types is controlled by permissions. For each article type, an administrator can grant “Create,”

“Read,” “Edit,” or “Delete” permissions to users. For example, the article manager can allow internal users to read, create, and edit FAQ article types, but let partner users only read FAQs. See “Knowledge Article Types” in the Salesforce online help and “Articles” in the SOAP

API Developer's Guide .

Declarative Metadata File Suffix and Directory Location

An ArticleType is defined as a custom object and is stored in the objects

folder. ArticleTypes have a suffix

__kav

(instead of

__c for custom objects). ArticleType field names have a suffix of __c like other custom objects, and must be dot-qualified with the name of the article type to which they belong. This is shown in the following sample package.xml

file:

<?xml version="1.0" encoding="UTF-8"?>

<fullName>articlefilemetadata</fullName>

<apiAccessLevel>Unrestricted</apiAccessLevel>

<types>

<members>newarticle__kav.description__c</members>

<name>CustomField</name>

</types>

<types>

<members>newarticle__kav</members>

<name>CustomObject</name>

</types>

</Package>

Version

ArticleTypes are available in API version 19.0 and later.

Fields

Field Name Field Type articleTypeChannel

Display

articleTypeChannelDisplay

Description

Represents the article-type templates used to display an article in the various channels. See “Article Type Templates” in the Salesforce online help.

137

Salesforce Knowledge Metadata API ArticleType

Field Name deploymentStatus

Field Type

DeploymentStatus

(enumeration of type string)

Description

A string which represents the deployment status of a custom object or field. Valid values are:

• InDevelopment

•

Deployed description fields gender label pluralLabel startsWith string

CustomField[]

Gender string string

StartsWith (enumeration of type string)

A description of the article type. Maximum of 1000 characters.

Represents one or more fields in the article type.

Indicates the gender of the noun that represents the object. This is used for languages where words need different treatment depending on their gender.

Label that represents the object throughout the Salesforce user interface.

Plural version of the label value.

Indicates whether the noun starts with a vowel, consonant, or is a special character. This is used for languages where words need different treatment depending on the first character. Valid values are listed in StartsWith.

articleTypeChannelDisplay

Determines the article-type templates that are used to display an article in its channels. Unless otherwise noted, all fields are createable, filterable, and nillable.

Field Name Field Type articleTypeTemplates

articleTypeTemplates

Description

Indicates which article-type template applies in the specified channel.

articleTypeTemplates

Sets the article-type template for a specific channel. If not specified, the default article-type template applies.

Field Name channel page

Field Type string string

Description

Specifies the channel where the article-type template applies:

• AllChannels : all the available channels.

•

App

: the Articles tab in Salesforce Knowledge.

•

Pkb

: the public knowledge base.

• Csp : the Customer Portal.

•

Prm

: the partner portal.

Represents the name of the custom Visualforce page used as a custom article-type template. Use this field when you select

Page

in the template field.

138

Salesforce Knowledge Metadata API

Field Name template

Field Type string

ArticleType

Description

Indicates the article-type template used for the specified channel:

• Page : custom Visualforce page. When specifying this value, you must also set the page

field with the Visualforce page name.

• Tab : display the sections you defined in the layout as tabs.

•

Toc

: display the sections you defined in the layout as table of content.

Declarative Metadata Sample Definitions

A sample article type definition follows:

<?xml version="1.0" encoding="UTF-8"?>

</articleTypeTemplates>

</articleTypeTemplates>

</articleTypeTemplates>

</articleTypeTemplates>

</articleTypeChannelDisplay>

<deploymentStatus>Deployed</deploymentStatus>

<description>Article type with custom fields</description>

<fullName>description__c</fullName>

<label>Description</label>

</fields>

<label>newarticle</label>

<pluralLabel>newarticles</pluralLabel>

</CustomObject>

IN THIS SECTION:

ArticleType Layout

Represents the metadata associated with an article type page layout. Article type layouts determine which fields users can view and edit when entering data for an article, they also determine which sections appear when users view articles.

139

Salesforce Knowledge Metadata API ArticleType Layout

ChannelLayout

Represents the metadata associated with an communication channel layout. Communication channel layouts allow admins to share article contents inline into communication channels (eg. email publisher, portal publisher, social publisher etc.). Admins can create a list of fields of an article type that they want to share for each communication channels and customize its order.

ArticleType CustomField

Represents the metadata associated with an article type custom field. Use this metadata type to create, update, or delete article type custom field definitions.

ArticleType Layout

The format of the article, for example whether layout sections display as subtabs or as a single page with links, is defined by the

article-type template

. Each article type has only one layout, but you can choose a different template for each of the article type's four channels. For more information, see "Knowledge Article Types" in the Salesforce online help and “Articles” in the SOAP API Developer's Guide

File Suffix and Directory Location

ArticleType layouts are stored in the layouts

directory of the corresponding package directory. The prefix must match with the article type API name. The extension is .layout

Version

ArticleType layouts are available in API version 19.0 and later.

Fields

Field Name layoutSections

Field Type

LayoutSection

[]

Description

The main sections of the layout containing the article fields. The order here determines the layout order.

LayoutSection

LayoutSection represents a section of an ArticleType layout.

Field Name customLabel

Field Type boolean label layoutColumns string

LayoutColumn[]

Description

Indicates if this section's label is custom or standard (built-in). Custom labels can be any text, but must be translated. Standard labels have a predefined set of valid values, for example 'System Information', which are automatically translated.

The label; either standard or custom, based on the customLabel flag.

The columns of the layout, depending on the style. Salesforce Knowledge only supports one column in article type layouts.

140

Salesforce Knowledge Metadata API ArticleType Layout

Field Name style

Field Type

LayoutSectionStyle

(enumeration of type string)

Description

The style of the layout. Salesforce Knowledge only supports the value

OneColumn which displays a one column page.

LayoutColumn

LayoutColumn represents the items in a column within a layout section.

Field Name layoutItems

Field Type

LayoutItem[]

Description

The individual items within a column (ordered from top to bottom).

LayoutItem

LayoutItem represents the valid values that define a layout item.

Field Name field

Field Type string

Description

The field name reference, for example

MyField__c

Declarative Metadata Sample Definition

The following is the definition of an ArticleType page layout:

<?xml version="1.0" encoding="UTF-8"?>

<label>Description</label>

<field>description__c</field>

</layoutItems>

<field>dateTime__c</field>

</layoutItems>

</layoutColumns>

</layoutSections>

<label>Data Sheet</label>

</layoutItems>

</layoutColumns>

</layoutSections>

</Layout>

141

Salesforce Knowledge Metadata API ChannelLayout

ChannelLayout

File Suffix and Directory Location

Channel layout components have the suffix .channelLayout

and are stored in the channelLayouts folder of the corresponding package directory. The prefix must match with the article type API name.

Version

Channel layout components are available in API version 32.0 and later.

Fields

Field Name label layoutItems enabledChannels

Field Type string layoutItem enabledChannel

Description

The label

The article fields contained in the layout. The order here determines the field order.

The channels where this layout applies.

layoutItem

Field Name field enabledChannel

Field Type string enum

Description

Name of the field. The format is <ArticleType name>.<Field name>

Enum name of the communcation channel (eg. email, portal etc)

Declarative Metadata Sample Definition

The following is an example of a Channel Layout component.

<?xml version="1.0" encoding="UTF-8"?>

<label>layoutaaaa</label>

<field>ArticleTypeA.FieldA</field>

</layoutItems>

<field>ArticleTypeA.FieldC</field>

</layoutItems>

<enabledChannels>email</enabledChannels>

<enabledChannels>portal</enabledChannels>

</ChannelLayout>

142

Salesforce Knowledge Metadata API ArticleType CustomField

The following is an example package.xml

that references the previous definition.

ArticleType CustomField

Represents the metadata associated with an article type custom field. Use this metadata type to create, update, or delete article type custom field definitions.

This type extends the Metadata metadata type and inherits its fullName field.

Always specify the full name whenever you create or update a custom field. For example, a custom field on a custom object:

MyArticleType__kav.MyCustomField__c

Declarative Metadata File Suffix and Directory Location

Custom fields are defined as part of the article type. ArticleType field names have a suffix of __c like other custom objects, and must

be dot-qualified with the name of the article type to which they belong. See ArticleType

for more information.

Retrieving Custom Fields on Custom or Standard Objects

When you retrieve a custom or standard object, you return everything associated with the object. However, you can also retrieve only the custom fields for an object by explicitly naming the object and fields in package.xml

. The following definition in package.xml

retrieves the files objects/MyCustomObject__c.object

, objects/Account.object__c.object

, and objects/MyArticleType__kav.object

, each containing one custom field definition.

<types>

<members>MyCustomObject__c.MyCustomField__c</members>

<members>Account.MyCustomAccountField__c</members>

<members>MyArticleType__kav.MyOtherCustomField__c</members>

<name>CustomField</name>

</types>

Version

ArticleTypes custom fields are available in API version 19.0 and later.

Fields for ArticleType

Unless otherwise noted, all fields are createable, filterable, and nillable.

Note: If you create a knowledge validation rule, the errors always display at the top of the page, even if you add it beside the field. Therefore, write the errors descriptively so authors know how to satisfy the validation rule. For example, identify which field is causing the error. The Salesforce Classic user interface does not support field level error messages for articles.

Field Name defaultValue

Field Type string

Description

If specified, represents the default value of the field.

143

Salesforce Knowledge Metadata API

Field Name deleteConstraint description formula formulaTreatBlankAs fullName inlineHelpText label length picklist referenceTo relationshipLabel relationshipName

ArticleType CustomField

Field Type

DeleteConstraint

(enumeration of type string) string string

TreatBlanksAs

(enumeration of type string) string

Description

Provides deletion options for lookup relationships. Valid values are:

SetNull

This is the default. If the lookup record is deleted, the lookup field is cleared.

Restrict

Prevents the record from being deleted if it’s in a lookup relationship.

Cascade

Deletes the lookup record as well as associated lookup fields.

For more information on lookup relationships, see “Object

Relationships” in the Salesforce Help.

Description of the field.

If specified, represents a formula on the field.

Indicates how to treat blanks in a formula. Valid values are

BlankAsBlank

and

BlankAsZero

string string int

Picklist (Including

Dependent Picklist) string string string

Inherited from Metadata, this field is not defined in the WSDL for this metadata type. It must be specified when creating, updating, or deleting. See create() to see an example of this field specified for a call.

This value cannot be null .

Represents the content of field-level help. For more information, see “Define Field-Level Help” in the Salesforce Help.

Label for the field. You cannot update the label for standard fields in Article Type such as Title, UrlName, Summary, etc.

Length of the field.

(Deprecated. Use this field in API version 37.0 and earlier only.

In later versions, use valueSet

instead.) If specified, the field is a picklist, and this field enumerates the picklist values and labels.

If specified, indicates a reference this field has to another object.

Label for the relationship.

If specified, indicates the value for one-to-many relationships.

For example, in the object MyObject that had a relationship to

YourObject, the relationship name might be YourObjects.

144

Salesforce Knowledge Metadata API ArticleType CustomField

Field Name required type

Field Type boolean

FieldType

Description

Indicates whether the field requires a value on creation ( true

) or not ( false

Required. Indicates the field type for the field. Valid values are:

•

Checkbox

available in version 30.0 and later

• Currency

• ArticleCurrency

•

Date

• DateTime

• Email

•

File

• Formula

• Html

•

Lookup

• Number

• Percent

•

Phone

•

Picklist

• DependentPicklist

•

MultiselectPicklist

•

Text

• TextArea

•

LongTextArea

•

URL

Indicates the number of lines displayed for the field.

visibleLines int

Declarative Metadata Sample Definition

<?xml version="1.0" encoding="UTF-8"?>

....

<fullName>Comments__c</fullName>

<description>add your comments about this object here</description>

<label>Comments</label>

<type>LongTextArea</type>

</fields>

....

</CustomObject>

145

Salesforce Knowledge Metadata API KnowledgeSettings

KnowledgeSettings

Represents the metadata used to manage settings for Salesforce Knowledge.

This type extends the Metadata metadata type and inherits its fullName

field.

In the package manifest, all organization settings metadata types are accessed using the “Settings” name. See Settings for more details.

File Suffix and Directory Location

KnowledgeSettings values are stored in a single file named Knowledge.settings

in the settings directory. The .settings

files are different from other named components because there is only one settings file for each settings component.

Version

KnowledgeSettings is available in API version 27.0 and later.

Fields

Field Name answers

Field Type

KnowledgeAnswerSettings

cases defaultLanguage languages

KnowledgeCaseSettings

string

KnowledgeLanguageSettings

enableChatterQuestionKBDeflection boolean enableCreateEditOnArticlesTab boolean enableExternalMediaContent boolean enableKnowledge boolean showArticleSummariesCustomerPortal boolean

Description

Represents the metadata used to manage settings for Salesforce Knowledge and Answers.

Represents the metadata used to manage settings for Salesforce Knowledge and Cases.

Required. The default language for Salesforce

Knowledge. Use the abbreviation for the language, for example, en_US for United States

English.

A list of languages enabled for Salesforce

Knowledge.

Indicates whether tracking for case deflection via

Chatter is enabled ( true

) or not ( false

Indicates whether users can create and edit articles on the articles tab ( true

) or not

( false

Indicates whether connecting to external media is enabled ( true

) or not ( false

Indicates whetherSalesforce Knowledge is enabled ( true ) or not ( false ).

Indicates whether article summaries appear in the Customer Portal ( true ) or not ( false ).

146

Salesforce Knowledge Metadata API KnowledgeSettings

Field Name showArticleSummariesInternalApp showArticleSummariesPartnerPortal showValidationStatusField suggestedArticles

Field Type boolean boolean

Description

Indicates whether article summaries appear in the internal knowledge base ( true ) or not

( false ).

Indicates whether article summaries appear in the partner portal ( true ) or not ( false ).

boolean Indicates whether validation status appears on articles ( true

) or not ( false

KnowledgeSuggestedArticlesSettings

Represents the metadata used to manage settings for the case fields used to suggest articles for cases. Available in API version 37.0 and later.

KnowledgeAnswerSettings

Represents the metadata used to manage settings for Salesforce Knowledge and Answers.

Field Name assignTo defaultArticleType enableArticleCreation

Field Type string string boolean

Description

Specifies the username an article is assigned to from Answers.

The default article type for articles created from Answers. Uses the API name of the article type.

Indicates whether users can create articles from Answers ( true ) or not

( false

KnowledgeCaseField

Represents the name of the case field used to suggest articles for the case. Available in API version 37.0 and later.

Field Name name

Field Type string

Description

Specifies the name of the case field used to suggest articles for the case.

KnowledgeCaseFieldsSettings

Represents a list of the case fields used to suggest articles for the case. Available in API version 37.0 and later.

Field Name field

Field Type

KnowledgeCaseField

[]

Description

Specifies the names of the case fields used to suggest articles for the case.

147

Salesforce Knowledge Metadata API KnowledgeSettings

KnowledgeWorkOrderField

Represents the name of the work order field used to suggest articles for the work order. Available in API version 39.0 and later.

Field Name name

Field Type string

Description

Specifies the name of the work order field used to suggest articles for the work order.

KnowledgeWorkOrderFieldsSettings

Represents a list of the work order fields used to suggest articles for the work order. Available in API version 39.0 and later.

Field Name field

Field Type

KnowledgeWorkOrderField []

Description

Specifies the names of the work order fields used to suggest articles for the work order.

KnowledgeWorkOrderLineItemField

Represents the name of the work order line item field used to suggest articles for the work order line item. Available in API version 39.0

and later.

Field Name name

Field Type string

Description

Specifies the name of the work order line item field used to suggest articles for the work order line item.

KnowledgeWorkOrderLineItemFieldsSettings

Represents a list of the work order line item fields used to suggest articles for the work order line item. Available in API version 39.0 and later.

Field Name field

Field Type

KnowledgeWorkOrderLineItemField []

Description

Specifies the names of the work order line item fields used to suggest articles for the work order line item.

KnowledgeSuggestedArticlesSettings

Represents the metadata used to manage settings for the articles suggested for cases, work orders, and work order line items. The Work

Order and Work Order Line Item objects must be enabled in the org to use the associated fields.

Field Name caseFields

Field Type

KnowledgeCaseFieldsSettings

Description

Represents a list of the case fields used to suggest articles for the case.

148

Salesforce Knowledge Metadata API KnowledgeSettings

Field Name useSuggestedArticlesForCase

Field Type boolean

Description

Indicates whether case content is used to suggest articles for cases (true) or not (false).

workOrderFields

KnowledgeWorkOrderFieldsSettings

Represents a list of the work order fields used to suggest articles for the work order.

workOrderLineItemFields

KnowledgeWorkOrderLineItemFieldsSettings

Represents a list of the work order line item fields used to suggest articles for the work order line item.

KnowledgeCaseSettings

Represents the metadata used to manage settings for Salesforce Knowledge and Cases.

Field Name articlePDFCreationProfile articlePublicSharingSites articlePublicSharingCommunities articlePublicSharingSitesChatterAnswers assignTo customizationClass defaultContributionArticleType editor

Field Type string

KnowledgeSitesSettings

string string string

KnowledgeCaseEditor

(enumeration of type string)

Description

The profile used to create a PDF of an article from

Cases.

Represents the metadata used to manage settings for Salesforce Knowledge and Sites.

Represents the metadata used to manage settings for Salesforce Knowledge and Communities.

Represents the metadata used to manage settings for Salesforce Knowledge and Sites with Chatter

Answers.

Specifies the username an article is assigned to from

Cases.

Specifies the Apex class used for customization.

The default article type for articles created from

Cases.

Indicates the rich text editor type. Valid values are:

• simple

• standard enableArticleCreation enableArticlePublicSharingSites useProfileForPDFCreation boolean boolean boolean

Indicates whether users can create articles from

Cases ( true ) or not ( false ). Controls whether other fields on KnowledgeCaseSettings can be set.

Indicates whether articles can be shared via a public site (URL) from Cases ( true ) or not ( false ).

Indicates whether a profile is used to create a PDF of an article from Cases ( true ) or not ( false ).

149

Salesforce Knowledge Metadata API

KnowledgeSitesSettings

Represents the metadata used to manage settings for Salesforce Knowledge and Sites.

Field Name site

Field Type string[]

Description

Specifies the site used for Salesforce Knowledge and Sites.

KnowledgeSettings

KnowledgeLanguageSettings

A list of languages enabled for Salesforce Knowledge. KnowledgeLanguageSettings is available in API version 28.0 and later.

Field Name language

Field Type

KnowledgeLanguage

Description

Represents the metadata used to manage settings for the languages enabled for Salesforce Knowledge.

KnowledgeLanguage

Represents the metadata used to manage settings for the languages enabled for Salesforce Knowledge. KnowledgeLanguage is available in API version 28.0 and later.

Field Name active defaultAssignee defaultAssigneeType defaultReviewer defaultReviewerType name

Field Type boolean string

KnowledgeLanguageLookupValueType

(enumeration of type string)

Description

Indicates whether the language is enabled ( true

) or not ( false ).

The default assignee for articles in the language.

Indicates the default assignee type. Valid values are:

• user

• queue string

KnowledgeLanguageLookupValueType

(enumeration of type string)

The default reviewer for articles in the language.

Indicates the default reviewer type. Valid values are:

• user

• queue string The code for the language name, for example: English is en. See “What languages does Salesforce support?” in the Salesforce online help for a list of supported languages and their codes.

150

Salesforce Knowledge Metadata API DataCategoryGroup

Declarative Metadata Sample Definition

This is a sample Knowledge settings file.

<?xml version="1.0" encoding="UTF-8"?>

<enableArticleCreation>false</enableArticleCreation>

</answers>

<cases>

<articlePDFCreationProfile>partner portal knowledge profile</articlePDFCreationProfile>

<site>KnowledgeSite</site>

<site>ChatterAnswersSite</site>

</articlePublicSharingSites>

<site>ChatterAnswersSite</site>

</articlePublicSharingSitesChatterAnswers>

<assignTo>[email protected]</assignTo>

<defaultContributionArticleType>Support</defaultContributionArticleType>

<editor>simple</editor>

</cases>

<field>

<name>Subject</name>

</field>

<field>

<name>SuppliedEmail</name>

</field>

</caseFields>

</suggestedArticles>

</KnowledgeSettings>

DataCategoryGroup

Represents a data category group.

This type extends the Metadata metadata type and inherits its fullName

field.

151

Salesforce Knowledge Metadata API DataCategoryGroup

Warning: Using Metadata API to deploy category changes from one organization to another permanently removes categories and record categorizations that are not specified in your XML file. Salesforce recommends that you manually create data categories and record associations in an organization from Setup by entering

Data Categories

in the

Quick Find

box, then selecting Data Categories rather than deploying changes from a sandbox to a production organization. For more information,

see Usage .

Data category groups are provided to:

• Classify and filter data.

• Share data among users.

Every data category group contains items or data categories that can be organized hierarchically.

The example below shows the

Geography

data category group and its data categories.

Geography

Worldwide

North America

Mexico

Europe

Asia

United States of America

Canada

Note: See "Data Categories in Salesforce.com" in the Salesforce online help for more information on data category groups, data categories, parent and sub categories.

File Suffix and Directory Location

The file suffix is

.datacategorygroup

. There is one file for each data category group stored in the datacategorygroups folder in the corresponding package directory.

Version

Data category groups are available in API version 18.0 and later.

Fields

This metadata type contains the following fields:

Field Name active

Field Type boolean dataCategory description fullName

DataCategory

string string

Description

Required. The status of the category group. Indicates whether this category group is active, ( true

), or not active ( false

Required. The top-level category within the data category group.

The description of the data category group.

Required. The unique name of the data category group. When creating a data category group, the fullName

field and the file name (without its suffix) must match.The fullName

can contain only underscores and alphanumeric characters. It must be unique, begin with a letter, not

152

Salesforce Knowledge Metadata API DataCategoryGroup

Field Name label objectUsage

Field Type string

ObjectUsage

Description include spaces, not end with an underscore, and not contain two consecutive underscores. This field is inherited from the Metadata component.

Required. Label that represents the object in Salesforce.

The objects that are associated with the data category group.

DataCategory

Represents an item (or data category) in the data category group. A data category can recursively contain a list of other data categories.

Field Name dataCategory label name

Field Type

DataCategory

[] string string

Description

A recursive list of sub data categories. For example, a list of countries within a continent. You can create up to 100 categories in a data category group and have up to 5 levels in a data category group hierarchy.

Required. Label for the data category throughout the Salesforce user interface.

Required. The developer name of the data category used as a unique identifier for API access. The name can only contain characters, letters, and the underscore (_) character, must start with a letter, and cannot end with an underscore or contain two consecutive underscore characters.

Important: The value for this field is defined once and cannot be changed later.

Warning: If you deploy a category group that already exists in an organization, any category that is not defined in the XML file is permanently removed from your organization. For more

information see Usage

ObjectUsage

Represents the objects that can be associated with the data category group. This association allows the object to be classified and filtered using the data categories.

Field Name object

Field Type string[]

Description

A list of the object names that can be associated with the data category group. Valid values are:

•

KnowledgeArticleVersion

—to associate articles. See

"Modify Default Category Group Assignments for Articles" in the

Salesforce online help for more information on data category groups association to articles.

153

Salesforce Knowledge Metadata API

Field Name Field Type

DataCategoryGroup

Description

•

Question

—to associate questions. You can associate the

Question

object with at most one category group. See "Assigning

Data Categories to Answers" in the Salesforce online help for more information on data category groups association to questions.

Warning: If you deploy a category group that already exists in an organization, any object association that is not defined in the

XML file is permanently removed from your organization. Ensure that your XML file specifies all the records associated with your category group in the organization. For more information see

Usage .

Declarative Metadata Sample Definition

This sample is the definition of the

Geography

data category group and its data categories:

<?xml version="1.0" encoding="UTF-8"?>

<label>Geography</label>

<description>Geography structure of service center locations</description>

<dataCategory> <name>WW</name> <label>Worldwide</label>

<dataCategory> <name>AMER</name> <label>North America</label>

<label>United States of America</label>

</dataCategory>

<label>Canada</label>

</dataCategory>

<label>Mexico</label>

</dataCategory>

<dataCategory> <name>EMEA</name> <label>Europe, Middle East, Africa</label>

<label>France</label>

</dataCategory>

<label>Spain</label>

</dataCategory>

<label>United-Kingdom</label>

</dataCategory>

154

Salesforce Knowledge Metadata API DataCategoryGroup

</dataCategory>

</dataCategory>

</DataCategoryGroup>

Usage

When you deploy a category group XML file, Metadata API checks whether the category group exists in the target organization. If the category group does not exist, it is created. If the category group already exists, then Metadata API:

• Adds any new category or object defined in the XML file.

• Deletes any category that is not defined in the XML file. Records associated with the deleted categories are re-associated with the parent category.

• Deletes any object association that is not defined in the XML file.

• Moves any category if its hierarchical position differs from the position specified in the XML file.

Note: When a category moves to a new parent category, users that have no visibility on the new parent category lose their visibility to the repositioned category.

Note: For more information about category deletion, category repositioning and its impact on record categorization and visibility see "Delete a Data Category" and "Modify and Arrange Data Categories" in the Salesforce online help.

Using Metadata API to deploy category changes from one organization to another permanently removes categories and record categorizations that are not specified in your XML file. Salesforce recommends that you manually create data categories and record associations in an organization from Setup by entering

Data Categories

in the

Quick Find

box, then selecting Data

Categories rather than deploying changes from a sandbox to a production organization.

The following example illustrates what happens if you deploy an XML representation of a

Geography

data category group hierarchy to an organization that already has this data category group defined. Note that the organization contains a US category, while the XML file includes a USA category in the same hierarchical position. The Metadata API deployment process deletes the US category from the organization and moves associations for any records from

to the parent

AMER

category. It also adds the

USA

category under

AMER

. Note that all records that were previously categorized with

are now associated with the

AMER

category.

155

Salesforce Knowledge Metadata API DataCategoryGroup

The next example illustrates what can happen when you delete or move a category in a data category group and deploy its XML representation from a sandbox to a production organization that already has this data category group defined. Hierarchy 1 shows the initial data category group in the sandbox organization. In hierarchy 2, we add an EU category under EMEA and move FR , SP and

below

. In hierarchy 3, we delete

and associate its records with its new parent,

. Finally, we deploy the changes from the sandbox to the production organization.

156

Salesforce Knowledge Metadata API SearchSettings

Metadata API has no concept of the order of the changes made to the sandbox organization. It just deploys the changes from one organization to another. During the deployment, it first notices the deletion of the FR category and removes it from the production organization. Consequently, it moves associations for any records from FR to its parent on the production organization, EMEA . Metadata

API then adds the

category and moves

and

below it. Although the category group hierarchy looks the same in both organizations, record categorization in production is different from the sandbox organization. The records that were originally associated with FR in hierarchy 1 are associated with EU in the sandbox organization, but are associated with EMEA in the production organization.

SearchSettings

Represents an org's search settings.

This type extends the Metadata metadata type and inherits its fullName

field.

In the package manifest, all organization settings metadata types are accessed using the “Settings” name. See Settings for more details.

File Suffix and Directory Location

SearchSettings values are stored in a single file named

Search.settings

in the settings

folder. The

.settings

files are different from other named components because there is only one settings file for each settings component.

Version

SearchSettings is available in API version 37.0 and later.

Fields

Field Name documentContentSearchEnabled optimizeSearchForCJKEnabled

Field Type boolean boolean

Description

Indicates if a full-text document search is performed.

Indicates whether the search is optimized for the Japanese,

Chinese, and Korean languages. This setting affects sidebar

157

Salesforce Knowledge Metadata API SearchSettings

Field Name sidebarDropDownListEnabled

Field Type recentlyViewedUsersForBlankLookupEnabled searchSettingsByObject sidebarAutoCompleteEnabled boolean Indicates whether the list of records that are returned from a user autocomplete lookup and from a blank user lookup is taken from the user’s recently viewed user records. Otherwise this setting is false

if the lookup shows a list of recently accessed user records from across your org ( false ). Only applies to User object blank lookup searches.

SearchSettingsByObject

Represents a list of search settings for each object.

boolean Indicates if autocomplete is enabled for sidebar search.

Autocomplete is when users start typing search terms and sidebar search displays a matching list of recently viewed records.

boolean

Description search and the account search for Find Duplicates on a lead record in sidebar search and global search. Enable this option if users are searching mostly in Japanese, Chinese, or Korean, and if the text in searchable fields is mostly in those languages.

sidebarLimitToItemsIOwnCheckboxEnabled singleSearchResultShortcutEnabled spellCorrectKnowledgeSearchEnabled boolean boolean boolean

Indicates if a drop-down list appears in the sidebar search section. From this list, users can select to search within tags, within a specific object, or across all objects.

Indicates if the Limit to Items I Own checkbox appears. The checkbox allows your users to include only records for which they are the record owner when entering search queries in the sidebar.

Indicates if a shortcut is enabled. With the shortcut, users skip the search results page and go directly to the record’s detail page when their search returns only a single item. This setting doesn't apply to tags, case comments (in advanced search), and global search.

Indicates if spell check is enabled for Knowledge search.

SearchSettingsByObject

Includes ObjectSearchSetting field type, which is a list of search settings for each object.

Field Name searchSettingsByObject

Field Type Description

ObjectSearchSetting

Contains a list of search settings for each object.

ObjectSearchSetting

A list of search settings for each object.

158

Salesforce Knowledge Metadata API SearchSettings

Field Name enhancedLookupEnabled

Field Type boolean lookupAutoCompleteEnabled boolean name resultsPerPageCount string int

Description

Indicates if enhanced lookups is enabled for the object.

Indicates if autocomplete is enabled for lookup search. Autocomplete is when users edit the lookup field inline by choosing an autosuggestion.

The entity name of the object being configured.

The number of search results per page.

Declarative Metadata Sample Definition

The following is an example of the Search.settings

file.

<?xml version="1.0" encoding="UTF-8"?>

<enhancedLookupEnabled>false</enhancedLookupEnabled>

<lookupAutoCompleteEnabled>false</lookupAutoCompleteEnabled>

<name>Account</name>

</searchSettingsByObject>

<enhancedLookupEnabled>false</enhancedLookupEnabled>

<lookupAutoCompleteEnabled>false</lookupAutoCompleteEnabled>

<name>Activity</name>

</searchSettingsByObject>

<enhancedLookupEnabled>false</enhancedLookupEnabled>

<lookupAutoCompleteEnabled>false</lookupAutoCompleteEnabled>

<name>Asset</name>

</searchSettingsByObject>

</SearchSettings>

159

Salesforce Knowledge Metadata API

Example Package Manifest

The following is an example package manifest used to deploy or retrieve the Account settings metadata for an organization.

<?xml version="1.0" encoding="UTF-8"?>

<types>

<members>Search</members>

<name>Settings</name>

</types>

</Package>

SearchLayouts

Represents the metadata associated with the Search Layouts for an object. You can customize which fields to display for users in search results, search filter fields, lookup dialogs, and recent record lists on tab home pages.

For more information, see ”Customize Search Layouts” and ”Customize Search Layouts for Custom Objects” in the Salesforce online help.

Version

Search layouts for custom objects are available in API version 14.0 and later. The ability to modify search layouts for standard objects

(except events and tasks) is available in API version 27.0 and later.

Fields

Field customTabListAdditionalFields

Field Type string[] excludedStandardButtons listViewButtons string[] string[] lookupDialogsAdditionalFields string[]

Description

The list of fields displayed in the Recent

Object Name list view on a tab associated with the object. The name field is mandatory and is always displayed as the first column header, so it is not included in this list; all additional fields are included. The field name relative to the object name, for example

MyCustomField__c

, is specified for each custom field.

The list of standard buttons excluded from the search layout.

The list of buttons available in list views for an object.

This field is equivalent to the Buttons Displayed value in the

Object Name List View in the Search Layouts related list on the object detail page in the Salesforce user interface. For more information, see “Standard and Enhanced

Lookups in Salesforce Classic” in the Salesforce online help.

The list of fields displayed in a lookup dialog for the object.

The name

field is mandatory and is always displayed as the

160

Salesforce Knowledge Metadata API

Field lookupFilterFields lookupPhoneDialogsAdditionalFields searchFilterFields

Field Type string[] string[] string[]

SearchLayouts

Description first column header, so it is not included in this list; all additional fields are included. The field name relative to the object name, for example

MyCustomField__c

, is specified for each custom field.

Salesforce objects often include one or more lookup fields that allow users to associate two records together in a relationship. For example, a contact record includes an

Account lookup field that represents the relationship between the contact and the organization with which the contact is associated. A lookup search dialog helps you search for the record associated with the one being edited. Lookup filter fields allow you to filter your lookup search by a customized list of fields in the object.

This field is equivalent to the Lookup Dialogs in the

Search Layouts related list on the object detail page in the application user interface. For more information, see

“Standard and Enhanced Lookups in Salesforce Classic” in the Salesforce online help.

The list of fields that can be used to filter enhanced lookups for an object. Enhanced lookups are optionally enabled by your administrator. The field name relative to the object name, for example MyCustomField__c , is specified for each custom field.

This field is equivalent to the Lookup Filter Fields in the Search Layouts related list on the object detail page in the application user interface. For more information, see

“Standard and Enhanced Lookups in Salesforce Classic” in the Salesforce online help.

The list of phone-related fields displayed in a lookup dialog for the object. The name field is mandatory and is always displayed as the first column header, so it is not included in this list; all additional fields are included. The field name relative to the object name, for example

MyCustomField__c

, is specified for each custom field.

This list enables integration of the fields with a softphone dial pad.

This field is equivalent to the

Lookup Phone Dialogs in the Search Layouts related list on the object detail page in the application user interface.

The list of fields that can be used to filter a search for the object. The field name relative to the object name, for example MyCustomField__c , is specified for each custom field.

161

Salesforce Knowledge Metadata API SynonymDictionary

Field Field Type searchResultsAdditionalFields string[] searchResultsCustomButtons string[]

Description

This field is equivalent to the

Search Filter Fields in the Search Layouts related list on the object detail page in the application user interface.

The list of fields displayed in a search result for the object.

The name

field is mandatory and is always displayed as the first column header, so it is not included in this list; all additional fields are included. The field name relative to the object name, for example

MyCustomField__c

, is specified for each custom field.

This field is equivalent to the

Search Results

in the

Search Layouts related list on the object detail page in the application user interface.

The list of custom buttons available in a search result for the object. The actions associated with the buttons can be applied to any of the records returned in the search result.

Declarative Metadata Sample Definition

A sample definition of search layouts in an object is shown below.

<?xml version="1.0" encoding="UTF-8"?>

. . .

<listViewButtons>Accept</listViewButtons>

<listViewButtons>ChangeOwner</listViewButtons>

<lookupDialogsAdditionalFields>firstQuote__c</lookupDialogsAdditionalFields>

<lookupDialogsAdditionalFields>finalQuote__c</lookupDialogsAdditionalFields>

<searchResultsAdditionalFields>CREATEDBY_USER</searchResultsAdditionalFields>

</searchLayouts>

. . .

</CustomObject>

SynonymDictionary

Represents a set of synonym groups, which are groups of words or phrases that are treated as equivalent in users’ searches. You can define synonym groups to optimize search results for acronyms, variations of product names, and other terminology unique to your organization.

Synonyms are available in Service Cloud features such as Salesforce Knowledge. This type extends the Metadata metadata type and inherits its fullName

field.

162

Salesforce Knowledge Metadata API SynonymDictionary

File Suffix and Directory Location

SynonymDictionary components have the suffix

.synonymDictionary

and are stored in the synonymDictionaries

folder.

Version

SynonymDictionary components are available in API version 29.0 and later.

Special Access Rules

Synonyms must be enabled in your organization. Only users with the “Manage Synonyms” permission can access this object.

Fields

Field Name groups isProtected label

Field Type

SynonymGroup

boolean string

Description

The synonym groups defined in this dictionary.

Indicates whether this component is protected ( true ) or not ( false ).

Protected components cannot be linked to or referenced by components created in the installing organization.

Required. Specifies the display name of the synonym dictionary.

SynonymGroup

Represents a group of synonymous words or phrases.

Field Name languages

Field Type

Language terms string

Description

Required. Specifies the languages the synonym group applies to. If synonyms are specific to a single language, specify only that language. If the synonyms apply to multiple languages, specify multiple languages for one synonym group.

Required. A word or phrase synonymous with other terms in the group.

Maximum of 50 characters. Minimum of two terms per group.

Synonym groups are symmetric, which means that if oranges and apples are defined in a synonym group, a search for oranges will return a match for apples , and vice versa for a search for apples .

Declarative Metadata Sample Definition

The following is an example of a SynonymDictionary component:

<?xml version="1.0" encoding="UTF-8"?>

163

Salesforce Knowledge Metadata API ExternalDataSource

<terms>Salesforce</terms>

<terms>salesforce.com</terms>

<terms>The Customer Company</terms>

</groups>

<terms>renault</terms>

</groups>

<label>Sample Dictionary</label>

</SynonymDictionary>

The following is an example package.xml

that references the SynonymDictionary component.

<?xml version="1.0" encoding="UTF-8"?>

<types>

<members>Sample Dictionary</members>

<name>SynonymDictionary</name>

</types>

</Package>

Usage

If you have existing synonym groups defined before API version 29.0, your existing groups are associated with a default dictionary called

_Default

If you have a set of synonyms that require frequent updates, we recommend assigning the synonym group or groups to a dedicated dictionary with a small number of groups. Each time you deploy an existing dictionary, all of its synonym groups are overwritten. We don’t support deploying updates to only a single synonym group within a dictionary.

ExternalDataSource

Represents the metadata associated with an external data source. Create external data sources to manage connection details for integration with data and content that are stored outside your Salesforce org.

This type extends the Metadata metadata type and inherits its fullName field.

File Suffix and Directory Location

ExternalDataSource components are stored in the dataSources

directory of the corresponding package directory. ExternalDataSource components have the suffix

.dataSource

, and the prefix is the name of the external data source.

Version

ExternalDataSource components are available in API version 28.0 and later.

164

Salesforce Knowledge Metadata API

Fields

Field Name authProvider certificate

Field Type string string customConfiguration endpoint isWritable label oauthRefreshToken oauthScope string string boolean string string string

ExternalDataSource

Description

The authentication provider that is represented by the AuthProvider component.

If you specify a certificate, your Salesforce org supplies it when establishing each two-way SSL connection with the external system.

The certificate is used for digital signatures, which verify that requests are coming from your Salesforce org.

A string of configuration parameters that are specific to the external data source’s type .

•

customConfiguration for Salesforce Connect—Cross-Org Adapter

•

customConfiguration for Salesforce Connect—OData 2.0 or 4.0

Adapter

•

customConfiguration for Salesforce Connect—Custom Adapter

The URL of the external system, or if that URL is defined in a named credential, the named credential URL. Corresponds to URL in the user interface.

A named credential URL contains the scheme callout: , the name of the named credential, and an optional path. For example: callout:My_Named_Credential/some_path .

You can append a query string to a named credential URL. Use a question mark (?) as the separator between the named credential URL and the query string. For example: callout:My_Named_Credential/some_path?format=json .

Lets the Force.com platform and users in this org create, update, and delete records for external objects associated with the external data source. The external object data is stored outside the org. By default, external objects are read only. Corresponds to Writable External

Objects

in the user interface.

Available in API version 35.0 and later. However, with the cross-org adapter for Salesforce Connect, you can set this field to true

only in

API version 39.0 and later.

A user-friendly name for the external data source. The label is displayed in the Salesforce user interface, such as in list views.

Examples include Acme Team Marketing Site, or Acme SharePoint.

The OAuth refresh token. Used to obtain a new access token for an end user when a token expires.

Specifies the scope of permissions to request for the access token.

Corresponds to Scope in the user interface.

165

Salesforce Knowledge Metadata API

Field Name oauthToken password principalType protocol repository type

ExternalDataSource

Field Type string

Description

The access token issued by the external system.

string The password to be used by your org to access the external system.

Ensure that the credentials you use have adequate privileges to access the external system, perform searches, return data, and return information about the external system’s metadata.

External

PrincipalType

(enumeration of type string)

Determines whether you're using one set or multiple sets of credentials to access the external system. Corresponds to Identity Type in the user interface. The valid values are:

• Anonymous

•

PerUser

•

NamedUser

Authentication

Protocol

(enumeration of type string)

The authentication protocol that’s required to access the external system.

The valid values are:

• NoAuthentication

•

Oauth

•

Password

For cloud-based Files Connect external systems, select Oauth 2.0. For on-premises systems, select Password Authentication.

For Simple URL data sources, select No Authentication.

string Used for SharePoint Online. If metadata is not accessible, use this field to create tables and default table fields.

ExternalData

SourceType

(enumeration of type string)

For Salesforce Connect, specifies the adapter that connects to the external system. The valid values are:

• OData —OData 2.0 adapter

• OData4 —OData 4.0 adapter

•

SfdcOrg

—cross-org adapter

• ApexClassId — DataSource.Provider

class that defines the custom adapter created via the Apex Connector Framework

For Files Connect, specifies the data source type. The valid values are:

• ContentHubSharepoint —SharePoint 2010 or 2013

•

ContentHubSharepointOffice365

—SharePoint Online

•

ContentHubSharepointOneDrive

—OneDrive for Business

• ContentHubGDrive —Google Drive

If Chatter is enabled, you can also specify

SimpleURL

to access data hosted on a web server that doesn’t require authentication.

• outgoingemail

—A data source used for sending an email through a quick action.

The

Identity

and

Wrapper

types are reserved for future use.

166

Salesforce Knowledge Metadata API ExternalDataSource

Field Name username version

Field Type string string

Description

For the federated search external data source type, the valid value is

OpenSearch .

The username to be used by your org to access the external system.

Ensure that the credentials you use have adequate privileges to access the external system, perform searches, return data, and return information about the external system’s metadata.

Reserved for future use.

customConfiguration

for Salesforce Connect—Cross-Org Adapter

The following sample JSON-encoded configuration string defines parameters that apply when the external data source’s type

is set to

SfdcOrg

{"apiVersion":"32.0","environment":"CUSTOM",

"searchEnabled":"true","timeout":"120"}

The parameters correspond to these fields in the user interface:

• apiVersion — API Version

• environment

—

Connect to

• searchEnabled — Enable Search

• timeout — Connection Timeout customConfiguration

for Salesforce Connect—OData 2.0 or 4.0 Adapter

The following JSON-encoded configuration string defines parameters that apply when the external data source’s type is set to OData or

OData4

{"inlineCountEnabled":"true","csrfTokenName":"X-CSRF-Token",

"requestCompression":"false","pagination":"CLIENT",

"noIdMapping":"false","format":"ATOM",

"searchFunc":"","compatibility":"DEFAULT",

"csrfTokenEnabled":"true","timeout":"120",

"searchEnabled":"true"}

The parameters correspond to these fields in the user interface.

• compatibility

—

Special Compatibility

• csrfTokenEnabled — CSRF Protection

• csrfTokenName

—

Anti-CSRF Token Name

• format

—

Format

• inlineCountEnabled — Request Row Counts

• noIdMapping

—

High Data Volume

• pagination

—

Server Driven Pagination

• requestCompression — Compress Requests

• searchEnabled

—

Enable Search

167

Salesforce Knowledge Metadata API ExternalDataSource

• searchFunc

—

Custom Query Option for Salesforce Search

• timeout — Connection Timeout customConfiguration

for Salesforce Connect—Custom Adapter

The following sample JSON-encoded configuration string defines the parameter that applies when the external data source’s type

is set to the ID of a

DataSource.Provider

class.

{"noIdMapping":"false"}

The noIdMapping

parameter corresponds to the

High Data Volume

field in the user interface.

Declarative Metadata Sample Definition

The following is the definition of an external data source for Salesforce Connect—OData 2.0 or 4.0 adapter.

<?xml version="1.0" encoding="UTF-8"?>

<authProvider>FacebookAuth</authProvider>

<customConfiguration>{"compatibility":"DEFAULT",

"noIdMapping":"false","inlineCountEnabled":"true",

"searchEnabled":"true","format":"ATOM",

"requestCompression":"false","pagination":"SERVER",

"timeout":"120"}</customConfiguration>

<endpoint>http://myappname.herokuapp.com/DataHub.svc</endpoint>

<label>DataHub</label>

<principalType>NamedUser</principalType>

<protocol>Oauth</protocol>

<type>OData</type>

</ExternalDataSource>

168

CHAPTER 5 Salesforce Knowledge with SOQL and SOSL

In this chapter ...

•

Update an Article’s

Keyword Tracking with SOQL

•

Update an Article

Viewstat with SOQL

•

WITH filteringExpression

•

•

Use the Salesforce Object Query Language (SOQL) to search your organization’s Knowledge data for specific information. SOQL is similar to the SELECT statement in the widely used Structured Query

Language (SQL) but is designed specifically for Salesforce. Use the Salesforce Object Search Language

(SOSL) to construct text-based search queries against the search index.

Knowledge Object

KnowledgeArticleVersion

Limits

• Always filter on a single value of

PublishStatus unless the query filters on one or more primary key IDs. To support security, only users with the “Manage Articles” permission see articles whose

PublishStatus value is Draft .

• Archived article versions are stored in the articletype_kav object. To query archived article versions, specify the article

and set

IsLatestVersion='0' .

• Always filter on a single value of

Language

However, in SOQL, you can filter on more than one Language if there is a filter on Id or

KnowledgeArticleId

For generic SOQL and SOSL information see the Force.com SOQL and SOSL Reference .

169

Salesforce Knowledge with SOQL and SOSL Update an Article’s Keyword Tracking with SOQL

Update an Article’s Keyword Tracking with SOQL

Track keywords that are used in Salesforce Knowledge article searches with the UPDATE TRACKING optional clause on a SOQL query.

UPDATE TRACKING

is an optional clause that can be added to a

SELECT

statement of a SOQL query to report on article searches and views. Developers can use

UPDATE TRACKING

to track the keywords that are used in Salesforce Knowledge article searches.

Example: You can use this syntax to track a keyword that are used in Salesforce Knowledge article search:

SELECT Title FROM FAQ__kav

WHERE Keyword='Apex' and

Language = 'en_US' and

KnowledgeArticleVersion = 'ka230000000PCiy'

UPDATE TRACKING

Update an Article Viewstat with SOQL

Determine how many hits a Salesforce Knowledge article has had by using the UPDATE VIEWSTAT optional clause on a SOQL query.

You can get a view count for every article that you have access to online.

The UPDATE VIEWSTAT clause is used in a SELECT statement to report on Salesforce Knowledge article searches and views. It allows developers to update an article’s view statistics.

You can use this syntax to increase the view count for every article you have access to online:

SELECT Title FROM FAQ__kav

WHERE PublishStatus='online' and

Language = 'en_US' and

KnowledgeArticleVersion = 'ka230000000PCiy'

UPDATE VIEWSTAT

WITH

filteringExpression

You can filter records based on field values, for example, to filter according to category or to query and retrieve changes that are tracked in a user’s profile feed by using

WITHfilteringExpression

. This optional clause can be added to a

SELECT

statement of a

SOQL query.

Unlike the

WHERE

clause which only supports fields from the object specified in the

FROM

clause,

WITH

allows you to filter by other related criteria. For example, you can use the

WITH

clause to filter articles based on their classification in one or more data category groups. The WITH clause can only be used in the following cases:

• To filter records based on their categorization. See

WITH DATA CATEGORY filteringExpression

• To query and retrieve record changes tracked in a user profile feed. See

UserProfileFeed

in the Object Reference for Salesforce and

Force.com

WITH

is specified, the query returns only records that match the filter and are visible to the user. If unspecified, the query returns only the matching records that are visible to the user.

The filtering expression in the statements below is highlighted in bold. The syntax is explained in the following sections.

• SELECT Title FROM KnowledgeArticleVersion WHERE PublishStatus='online' WITH DATA

CATEGORY Geography__c ABOVE usa__c

170

Salesforce Knowledge with SOQL and SOSL WITH DATA CATEGORY filteringExpression

•

SELECT Id FROM UserProfileFeed WITH UserId='005D0000001AamR' ORDER BY CreatedDate

DESC, Id DESC LIMIT 20

IN THIS SECTION:

WITH DATA CATEGORY filteringExpression

You can search for Salesforce Knowledge articles and questions by their data category in a SOQL query. WITH DATA CATEGORY is an optional clause in a SELECT statement that’s used to filter records that are associated with one or more data categories and are visible to users.

WITH DATA CATEGORY filteringExpression

You can search for Salesforce Knowledge articles and questions by their data category in a SOQL query.

WITH DATA CATEGORY

is an optional clause in a

SELECT

statement that’s used to filter records that are associated with one or more data categories and are visible to users.

WITH DATA CATEGORY

is specified, the query()

returns only matching records that are associated with the specified data categories and are visible to the user. If unspecified, the query() only returns the matching records that are visible to the user.

Important: CategoryData is an object and DATA CATEGORY is syntax in a SOQL

WITH

clause.

WITH DATA CATEGORY

is valid syntax, but WITH CategoryData is not supported.

A SOQL statement using a

WITH DATA CATEGORY

clause must also include a

FROM ObjectTypeName

clause where

ObjectTypeName

equals:

• KnowledgeArticleVersion to query all article types

• an article type API Name to query a specific article type

•

Question

to query questions

When ObjectTypeName equals to KnowledgeArticleVersion or any article type API Name in the FROM clause, a WHERE clause must be specified with one of the following parameters:

• PublishStatus to query articles depending on their status in the publishing cycle:

–

WHERE PublishStatus='online'

for published articles

– WHERE PublishStatus='archived' for archived articles

– WHERE PublishStatus='draft' for draft articles

• Id to query an article based on its id

For information on article types or questions, see “Knowledge Article Types” and “Finding and Viewing Questions” in the Salesforce Help.

Note: The WITH DATA CATEGORY clause does not support bind variables.

filteringExpression

The filteringExpression

in the

WITH DATA CATEGORY

clause uses the following syntax:

dataCategorySelection [AND [ dataCategorySelection 2 ][...]

The examples in this section are based on the following data category group:

Geography__c ww__c

171

Salesforce Knowledge with SOQL and SOSL WITH DATA CATEGORY filteringExpression northAmerica__c usa__c canada__c mexico__c europe__c france__c uk__c asia__c

The category filtering in the statements below is highlighted in bold. The syntax is explained in the following sections.

•

SELECT Title FROM KnowledgeArticleVersion WHERE PublishStatus='online' WITH DATA

CATEGORY Geography__c ABOVE usa__c

• SELECT Title FROM Question WHERE LastReplyDate > 2005-10-08T01:02:03Z WITH DATA

CATEGORY Geography__c AT (usa__c, uk__c)

•

SELECT UrlName FROM KnowledgeArticleVersion WHERE PublishStatus='draft' WITH DATA

CATEGORY Geography__c AT usa__c AND Product__c ABOVE_OR_BELOW mobile_phones__c

You can only use the

AND

logical operator. The following syntax is incorrect as

is not supported:

WITH DATA CATEGORY Geography__c ABOVE usa__c OR Product__c AT mobile_phones__c

IN THIS SECTION:

dataCategorySelection

The syntax of the data category selection in a

WITH DATA CATEGORY

clause in a SOQL query includes a category group name to use as a filter, the filter selector, and the name of the category to use for filtering.

Filtering Selectors

When specifying filters for a

WITH CATEGORY

clause of a SOQL query, you can use AT to select the specified category, ABOVE to select the category and all its parent categories, BELOW to select the category and all its subcategories, and ABOVE_OR_BELOW to select the category, its parent categories, and its subcategories.

Example WITH DATA CATEGORY Clauses

Here are examples of

WITH DATA CATEGORY

clauses in a

SELECT

statement in a SOQL query.

dataCategorySelection

The syntax of the data category selection in a

WITH DATA CATEGORY

clause in a SOQL query includes a category group name to use as a filter, the filter selector, and the name of the category to use for filtering.

The dataCategorySelection

uses the following syntax: dataCategoryGroupName filteringSelector dataCategoryName

Syntax Description dataCategoryGroupName The name of the data category group to use as a filter. Geography__c is the data category group in the following example.

You cannot use the same data category group more than once in a query. As an example, the following command is incorrect:

WITH DATA CATEGORY Geography__c ABOVE usa__c AND

Geography__c BELOW europe__c

172

Salesforce Knowledge with SOQL and SOSL WITH DATA CATEGORY filteringExpression

Syntax filteringSelector dataCategoryName

Description

The selector used to filter the data in the specified data category. See

Filtering Selectors for a list of

valid selectors.

The name of the data category for filtering. You must have visibility on the category you specify. For more information on category visibility, see "Data Category Visibility" in the Salesforce Help.

You can use parentheses to apply the filtering operator to more than one data category. Each data category must be separated by a comma.

Example:

WITH DATA CATEGORY Geography__c AT (usa__c,france__c,uk__c)

You can't use the

AND

operator instead of parentheses to list multiple data categories. The following syntax does not work

WITH DATA CATEGORY Geography__c AT usa__c AND france__c

Filtering Selectors

When specifying filters for a WITH CATEGORY clause of a SOQL query, you can use AT to select the specified category, ABOVE to select the category and all its parent categories, BELOW to select the category and all its subcategories, and ABOVE_OR_BELOW to select the category, its parent categories, and its subcategories.

The following table lists the filteringSelector

values that are used in the

dataCategorySelection

syntax.

The examples in this section are based on the following data category group:

Geography__c ww__c northAmerica__c usa__c canada__c mexico__c europe__c france__c uk__c asia__c

Selector

ABOVE

Description

Select the specified data category.

For example, the following syntax selects asia__c .

WITH DATA CATEGORY Geography__c AT asia__c

Select the specified data category and all its parent categories.

For example, the following syntax selects usa__c

, northAmerica__c

, and ww__c

WITH DATA CATEGORY Geography__c ABOVE usa__c

173

Salesforce Knowledge with SOQL and SOSL WITH DATA CATEGORY filteringExpression

Selector

BELOW

ABOVE_OR_BELOW

Description

Select the specified data category and all its subcategories.

For example the following selects northAmerica__c , usa__c , canada__c , and mexico__c .

WITH DATA CATEGORY Geography__c BELOW northAmerica__c

Select the specified data category and:

• all its parent categories

• all its subcategories

For example the following selects ww__c

, europe__c

, france__c

and uk__c

WITH DATA CATEGORY Geography__c ABOVE_OR_BELOW europe__c

Note: For more information on data category groups, data categories, parent and subcategories, see "Data Categories in

Salesforce.com" in the Salesforce Help.

Example

WITH DATA CATEGORY

Clauses

Here are examples of WITH DATA CATEGORY clauses in a SELECT statement in a SOQL query.

Type of Search

Select the title from all questions classified with the mobile_phones__c data category in the Product__c data category group

Example(s)

SELECT Title FROM Question WHERE LastReplyDate <

2005-10-08T01:02:03Z WITH DATA CATEGORY Product__c AT mobile_phones__c

Select the title and summary from all published Knowledge articles classified:

• above or below europe__c

in the

Geography__c

data category group

• below allProducts__c

in the

Product__c

data category group

SELECT Title, Summary FROM KnowledgeArticleVersion WHERE

PublishStatus='Online' AND Language = 'en_US' WITH DATA

CATEGORY Geography__c ABOVE_OR_BELOW europe__c AND

Product__c BELOW All__c

Select the ID and title from draft articles of type “Offer__kav” classified :

• with the france__c

or usa__c data category in the Geography__c data category group

• above the dsl__c data category in the

Product__

data category group

SELECT Id, Title FROM Offer__kav WHERE

PublishStatus='Draft' AND Language = 'en_US' WITH DATA

CATEGORY Geography__c AT (france__c,usa__c) AND

Product__c ABOVE dsl__c

174

Salesforce Knowledge with SOQL and SOSL Using Relationship Queries with Data Category Selection

Objects

Using Relationship Queries with Data Category Selection Objects

Data categories are used to classify records. In SOQL, you can use the Article__DataCategorySelection or QuestionDataCategorySelection objects. You can also build a relationship query with the

DataCategorySelections

relationship name in a

FROM

clause.

Imagine an Offer article type. The following query returns the ID of any categorization associated with an offer and the ID of the categorized article.

SELECT Id,ParentId

FROM Offer__DataCategorySelection

The following example uses the DataCategorySelections relationship name to build a relationship query that returns the ID of published offers and the ID of all the categorizations associated to these offers.

SELECT Id, Title

(

SELECT Id

FROM DataCategorySelections

)

FROM Offer__kav WHERE publishStatus='online';

About SOSL

Use the Salesforce Object Search Language (SOSL) to construct text-based search queries against the search index.

You can search text, email, and phone fields for multiple objects, including custom objects, that you have access to in a single query in the following environments.

• SOAP or REST calls

• Apex statements

• Visualforce controllers and getter methods

• Schema Explorer of the Eclipse Toolkit

Note: If your org has relationship queries enabled, SOSL supports SOQL relationship queries.

Compare SOSL and SOQL

Use SOQL when:

• You want to search against the org’s database. Results from a database search include matches for the exact search string.

• You know in which objects or fields the data resides.

• You want to:

– Retrieve data from a single object or from multiple objects that are related to one another

– Count the number of records that meet specified criteria

– Sort results as part of the query

– Retrieve data from number, date, or checkbox fields

Use SOSL when:

• You don’t know in which object or field the data resides, and you want to find it in the most efficient and fastest way possible.

175

Salesforce Knowledge with SOQL and SOSL Update an Article’s Keyword Tracking with SOSL

• You want to:

– Retrieve data for a specific term that you know exists within a field. Because SOSL can tokenize multiple terms within a field and build a search index off this, SOSL searches are faster and can return more relevant results. Depending on the search object,

SOSL searches also take advantage of the advanced features of the search index, such as out-of-order matching, synonyms, lemmatization, and spell check.

– Retrieve multiple objects and fields efficiently, and the objects might or might not be related to one another.

– Retrieve data for a particular division in an org using the divisions feature, and you want to find it in the most efficient way possible.

Define Efficient SOSL Text Searches

If your searches are too general, they are slow and return too many results. Use the following clauses to write more targeted and useful searches.

• IN : Limits the types of fields to search, including email, name, or phone.

• LIMIT : Specifies the maximum number of rows to return.

•

OFFSET

: Displays the search results on multiple pages.

• RETURNING : Limits the objects and fields to return.

• WITH DATA CATEGORY : Specifies the data categories to return.

•

WITH DivisionFilter

: Specifies the division field to return.

• WITH NETWORK : Specifies the community ID to return.

• WITH PricebookId : Specifies the price book ID to return.

IN THIS SECTION:

Update an Article’s Keyword Tracking with SOSL

Track keywords that are used in Salesforce Knowledge article searches with the UPDATE TRACKING optional clause on a SOSL query. You can use the language attribute to search by locale.

Update an Article’s Viewstat with SOSL

Determine how many hits a Salesforce Knowledge article has had by using the

UPDATE VIEWSTAT

optional clause on a SOSL query. You can use the language attribute to search by locale.

WITH DATA CATEGORY DataCategorySpec

WITH DATA CATEGORY is an optional clause that can be added to a SOSL query to filter all search results that are associated with one or more data categories and are visible to users. This clause is used in searches of Salesforce Knowledge articles and questions.

WITH SNIPPET

is an optional clause that can be added to a SOSL query for article, case, feed, and idea searches. On the search results page, excerpts below article titles show terms matching the search query highlighted within the context of surrounding text.

Snippets make it easier for users to identify the content they’re looking for.

Update an Article’s Keyword Tracking with SOSL

Track keywords that are used in Salesforce Knowledge article searches with the UPDATE TRACKING optional clause on a SOSL query.

You can use the language attribute to search by locale.

176

Salesforce Knowledge with SOQL and SOSL Update an Article’s Viewstat with SOSL

The

UPDATE TRACKING

clause is used to report on Salesforce Knowledge article searches and views. It allows developers to track the keywords used in Salesforce Knowledge article searches. Also, the language attribute can be used to search by a specific language

(locale). However, only one language can be specified in a single query. Make a separate query for each language that you want. Use the Java format, which uses the underscore (for example, fr_FR, jp_JP, and so on), to supply locales. Search the Web for “java locale codes” to get a list of supported locales.

You can use this syntax to track a keyword used in Salesforce Knowledge article search:

FIND {Keyword}

RETURNING KnowledgeArticleVersion (Title WHERE PublishStatus="Online" and language="en_US")

UPDATE TRACKING

Update an Article’s Viewstat with SOSL

Determine how many hits a Salesforce Knowledge article has had by using the

UPDATE VIEWSTAT

optional clause on a SOSL query.

You can use the language attribute to search by locale.

The optional

UPDATE VIEWSTAT

clause is used to report on Salesforce Knowledge article searches and views. It allows developers to update an article’s view statistics. Also, the language attribute can be used to search by a specific language (locale). However, only one language can be specified in a single query. Make a separate query for each language that you want. Use the Java format, which uses the underscore (for example, fr_FR, jp_JP, and so on), to supply locales. Search the Web for “java locale codes” to get a list of supported locales.

You can use this syntax to increase the view count for every article you have access to online in US English:

FIND {Title}

RETURNING FAQ__kav (Title WHERE PublishStatus="Online" and language="en_US" and

KnowledgeArticleVersion = 'ka230000000PCiy')

UPDATE VIEWSTAT

WITH DATA CATEGORY

DataCategorySpec

WITH DATA CATEGORY

is an optional clause that can be added to a SOSL query to filter all search results that are associated with one or more data categories and are visible to users. This clause is used in searches of Salesforce Knowledge articles and questions.

The

WITH DATA CATEGORY

clause can be used in API version 18.0 or later.

Syntax

The WITH DATA CATEGORY syntax is:

WITH DATA CATEGORY DataCategorySpec [ logicalOperator DataCategorySpec2 ... ]

Where

DataCategorySpec

consists of a groupName

Operator

, and category

Name groupName

Operator

Description

The name of the data category group to filter. For information on category groups, see “Create and

Modify Category Groups” in the Salesforce Help.

Use one of the following operators:

•

—Queries the specified data category.

177

Salesforce Knowledge with SOQL and SOSL WITH DATA CATEGORY DataCategorySpec

Name category

Description

•

ABOVE

—Queries the specified data category and all of its parent categories.

• BELOW —Queries the specified data category and all of its subcategories.

•

ABOVE_OR_BELOW

—Queries the specified data category, all of its parent categories, and all of its subcategories.

The name of the category to filter. To include multiple data categories, enclose them in parentheses, separated by commas. For information on categories, see “Add Data Categories to Category Groups” in the Salesforce Help.

You can add multiple data category specifiers by using the logical operator AND . Other operators, such as OR and AND NOT , are not supported.

A SOSL statement using the WITH DATA CATEGORY clause must also include a RETURNING ObjectTypeName clause, with a WHERE clause that filters on the PublishStatus field.

In the

RETURNING

clause, specify one of the following for

ObjectTypeName

• To search a specific article type, use the article type name with the suffix __kav

• To search all article types, use KnowledgeArticleVersion

• To search questions, use Question

For information on article types, see “Knowledge Article Types” in the Salesforce Help.

The

WHERE

clause must use one of the following publish statuses:

• WHERE PublishStatus='online' for published articles

•

WHERE PublishStatus='archived'

for archived articles

• WHERE PublishStatus='draft' for draft articles

Examples

Search Type

Search all published (online)Salesforce

Knowledge articles with a category from one category group.

Example

FIND {tourism} RETURNING KnowledgeArticleVersion

(Id, Title WHERE PublishStatus='online')

WITH DATA CATEGORY Location__c AT America__c

Search online FAQ articles with categories from two category groups.

FIND {tourism} RETURNING FAQ__kav

(Id, Title WHERE PublishStatus='online')

WITH DATA CATEGORY Geography__c ABOVE France__c

AND Product__c AT mobile_phones__c

Search archived FAQ articles from one category group.

FIND {tourism} RETURNING FAQ__kav

(Id, Title WHERE PublishStatus='archived')

WITH DATA CATEGORY Geography__c AT Iceland__c

178

Salesforce Knowledge with SOQL and SOSL

Search Type

Search all draft Salesforce Knowledge articles from one category group.

Example

FIND {tourism} RETURNING KnowledgeArticleVersion

(Id, Title WHERE PublishStatus='draft')

WITH DATA CATEGORY Geography__c BELOW Europe__c

WITH SNIPPET

For information on the

WITH DATA CATEGORY

clause, see the

WITH DATA CATEGORY filteringExpression

Tip: You can also search for articles by ID, without using the

WITH DATA CATEGORY

clause. For more information, see

Example WHERE Clauses.

WITH SNIPPET

Note: To generate search results with highlighted matches but not snippets, use WITH HIGHLIGHT .

Search snippets and highlights are generated from the following field types.

• Email

• Text

• Text Area

• Text Area (Long)

• Text Area (Rich)

Search snippets and highlights are not generated from the following field types.

• Checkbox

• Currency

• Date

• Date/Time

• File

• Formula

• Lookup Relationship

• Number

• Percent

• Phone

• Picklist

• Picklist (Multi-Select)

• URL

179

Salesforce Knowledge with SOQL and SOSL WITH SNIPPET

Example: The following SOSL statement returns snippets for articles that match the search term

San Francisco

FIND {San Francisco} IN ALL FIELDS RETURNING KnowledgeArticleVersion(id, title WHERE

PublishStatus = 'Online' AND Language = 'en_US') WITH

SNIPPET (target_length=120)

The matching terms are highlighted with

<mark>

tags within the context of the snippet results. Stemmed forms of the term and any synonyms defined are also highlighted.

Example:

[ {

"attributes" : {

"type" : "KnowledgeArticleVersion",

"url" : "/services/data/v32.0/sobjects/KnowledgeArticleVersion/kaKD00000000001MAA"

"Id" : "kaKD00000000001MAA"

"Title" : "San Francisco"

"Summary" : "City and County of San Francisco"

"snippet.text" : "<mark>San</mark> <mark>Francisco</mark>, officially the City and

County of <mark>San</mark> <mark>Francisco</mark> is the... City and County of

<mark>San</mark> <mark>Fran</mark>"

"highlight.Title" : "<mark>San</mark> <mark>Francisco</mark>"

}, {

"attributes" : {

"type" : "KnowledgeArticleVersion",

"url" : "/services/data/v32.0/sobjects/KnowledgeArticleVersion/kaBD0000000007DMAQ"

"Id" : "kaBD0000000007DMAQ",

"Title" : "San Francisco Bay Area",

"Summary" : "Nine county metropolitan area",

"snippet.text" : "The <mark>SF</mark> Bay Area, commonly known as the Bay Area, is a populated region that"

"highlight.Title" : "<mark>San</mark> <mark>Francisco</mark> Bay Area"

}, {

"attributes" : {

"type" : "KnowledgeArticleVersion",

"url" : "/services/data/v32.0/sobjects/KnowledgeArticleVersion/ka3D0000000042OIAQ"

"Id" : "ka3D0000000042OIAQ",

"Title" : "California",

"Summary" : "State of California",

"snippet.text" : "(Greater Los Angeles area and <mark>San</mark>

<mark>Francisco</mark> Bay Area, respectively), and eight of the nation’s 50 most"

} ]

Note: In this example, “SF” (as a synonym defined for “San Francisco”) and “San Fran” (as a stemmed form of “San Francisco”) are also highlighted in the results as matching terms.

180

Salesforce Knowledge with SOQL and SOSL WITH SNIPPET

Usage

For SOSL statements using the

WITH SNIPPET

clause, we recommend using a

RETURNING ObjectTypeName

clause, with a

WHERE

clause that filters on the

PublishStatus

field.

In the RETURNING clause, specify one of the following for ObjectTypeName :

• To search a specific article type, use the article type name with the suffix __kav.

• To search all article types, use KnowledgeArticleVersion .

• To search case, case comment, feed, feed comment, idea, and idea comment types, use

Case

CaseComment

FeedItem

FeedComment

Idea

, and

IdeaComment

. For example:

FIND {San Francisco} IN ALL FIELDS RETURNING FeedItem, FeedComment WITH SNIPPET

(target_length=120)

Other objects that are included in searches that contain WITH SNIPPET don’t return snippets.

Snippets aren’t displayed for search terms that contain a wildcard, when the search doesn’t return any articles, or if the user doesn’t have access to the field that contains the snippet. Even if you add the WITH SNIPPET clause, searches that don’t return snippets don’t return snippets.

Snippets are only displayed when 20 or fewer results are returned on a page.

Tip: Use the LIMIT or OFFSET clause to return only 20 results at a time.

Escaped HTML Tags

When matching terms within HTML tags are returned in a snippet, the HTML tags are escaped and the matching terms are highlighted in the results.

Example: A search for salesforce returns an article with the text “For more information, visit <a href='http://salesforce.com'>salesforce.com</a>”. The original hyperlink tags from the article are escaped (encoded) and “salesforce” is highlighted in the snippet result.

For more information, visit <a href='http://salesforce.com'>salesforce.com</a>

Target Snippet Length

By default, each snippet displays up to approximately 300 characters, which is usually three lines of text in a standard browser window display. The number of characters displayed is the target length, within a statistically insignificant degree of variance.

Snippets consist of one or more fragments of text that contain the matching terms. If the returned snippet includes multiple text fragments

(for example, for matches within multiple fields), the target length is the maximum total length of all the returned fragments.

To specify an alternate target length, add the optional target_length

parameter to the

WITH SNIPPET

clause. You can specify a target length from 50 to 1,000 characters. When the target_length is set to an invalid number, such as 0 or a negative number, the length defaults to

300

Example: A target_length parameter of 120 characters is useful for displaying a snippet of approximately three lines of text in a standard mobile interface.

FIND {San Francisco} IN ALL FIELDS RETURNING KnowledgeArticleVersion(id, title WHERE

PublishStatus = 'Online' AND Language = 'en_US') WITH

SNIPPET(target_length=120)

181

Salesforce Knowledge with SOQL and SOSL WITH SNIPPET

Supported APIs

The

WITH SNIPPET

clause can be used in API version 32.0 or later. The

WITH SNIPPET

clause in SOSL is supported in SOAP API,

REST API, and Apex.

182

CHAPTER 6 Salesforce Knowledge, Apex, and

Visualforce

In this chapter ...

•

PublishingService

Class

With the power of Apex and Visualforce, you can customize the look and feel of your knowledge base; for example, with custom search pages or a robust article publishing cycle.

Apex is a strongly typed, object-oriented programming language that allows developers to execute flow and transaction control statements on the Force.com platform server in conjunction with calls to the

Force.com API. Using syntax that looks like Java and acts like database stored procedures, Apex enables developers to add business logic to most system events, including button clicks, related record updates, and Visualforce pages. Apex code can be initiated by Web service requests and from triggers on objects.

Visualforce is a framework that allows developers to build sophisticated, custom user interfaces that can be hosted natively on the Force.com platform. The Visualforce framework includes a tag-based markup language, similar to HTML, and a set of server-side “standard controllers” that makes basic database operations, such as queries and saves, very simple to perform.

Due to the endless possibilities with Apex and Visualforce, only the Apex Publishing Service class is in this guide. For more Apex and Visualforce information see the Apex Developer Guide and the Visualforce

Developer Guide .

183

Salesforce Knowledge, Apex, and Visualforce PublishingService Class

PublishingService Class

Use the methods in the KbManagement.PublishingService

class to manage the lifecycle of an article and its translations.

Namespace

KbManagement

Usage

Use the methods in the KbManagement.PublishingService

class to manage the following parts of the lifecycle of an article and its translations:

• Publishing

• Updating

• Retrieving

• Deleting

• Submitting for translation

• Setting a translation to complete or incomplete status

• Archiving

• Assigning review tasks for draft articles or translations

Note: Date values are based on GMT.

To use the methods in this class, you must enable Salesforce Knowledge. See Salesforce Knowledge Implementation Guide for more information on setting up Salesforce Knowledge.

IN THIS SECTION:

PublishingService Methods

The following are methods for PublishingService . All methods are static.

IN THIS SECTION:

archiveOnlineArticle(articleId, scheduledDate)

Archives an online version of an article. If the specified scheduledDate is null, the article is archived immediately. Otherwise, it archives the article on the scheduled date.

assignDraftArticleTask(articleId, assigneeId, instructions, dueDate, sendEmailNotification)

Assigns a review task related to a draft article.

assignDraftTranslationTask(articleVersionId, assigneeId, instructions, dueDate, sendEmailNotification)

Assigns a review task related to a draft translation.

cancelScheduledArchivingOfArticle(articleId)

Cancels the scheduled archiving of an online article.

184

Salesforce Knowledge, Apex, and Visualforce PublishingService Methods

cancelScheduledPublicationOfArticle(articleId)

Cancels the scheduled publication of a draft article.

completeTranslation(articleVersionId)

Puts a translation in a completed state that is ready to publish.

deleteArchivedArticle(articleId)

Deletes an archived article.

deleteArchivedArticleVersion(articleId, versionNumber)

Deletes a specific version of an archived article.

deleteDraftArticle(articleId)

Deletes a draft article.

deleteDraftTranslation(articleVersionId)

Deletes a draft translation.

editArchivedArticle(articleId)

Creates a draft article from the archived master version and returns the new draft master version ID of the article.

editOnlineArticle(articleId, unpublish)

Creates a draft article from the online version and returns the new draft master version ID of the article. Also, unpublishes the online article, if unpublish is set to true .

editPublishedTranslation(articleId, language, unpublish)

Creates a draft version of the online translation for a specific language and returns the new draft master version ID of the article. Also, unpublishes the article, if set to true

publishArticle(articleId, flagAsNew)

Publishes an article. If flagAsNew is set to true , the article is published as a major version.

restoreOldVersion(articleId, versionNumber)

Creates a draft article from an existing online article based on the specified archived version of the article and returns the article version ID.

scheduleForPublication(articleId, scheduledDate)

Schedules the article for publication as a major version. If the specified date is null, the article is published immediately.

setTranslationToIncomplete(articleVersionId)

Sets a draft translation that is ready for publication back to “in progress” status.

submitForTranslation(articleId, language, assigneeId, dueDate)

Submits an article for translation to the specified language. Also assigns the specified user and due date to the submittal and returns new ID of the draft translation.

archiveOnlineArticle(articleId, scheduledDate)

Archives an online version of an article. If the specified scheduledDate is null, the article is archived immediately. Otherwise, it archives the article on the scheduled date.

Signature public static Void archiveOnlineArticle(String articleId, Datetime scheduledDate)

185

Salesforce Knowledge, Apex, and Visualforce PublishingService Methods

Parameters articleId

Type: String scheduledDate

Type: Datetime

Return Value

Type: Void

Example

String articleId = ' Insert article ID ';

Datetime scheduledDate = Datetime.newInstanceGmt(2012, 12,1,13,30,0);

KbManagement.PublishingService.archiveOnlineArticle(articleId, scheduledDate);

assignDraftArticleTask(articleId, assigneeId, instructions, dueDate, sendEmailNotification)

Assigns a review task related to a draft article.

Signature public static Void assignDraftArticleTask(String articleId, String assigneeId, String instructions, Datetime dueDate, Boolean sendEmailNotification)

Parameters articleId

Type: String assigneeId

Type: String instructions

Type: String dueDate

Type: Datetime sendEmailNotification

Type: Boolean

Return Value

Type: Void

186

Salesforce Knowledge, Apex, and Visualforce PublishingService Methods

Example

String articleId = ' Insert article ID ';

String assigneeId = '';

String instructions = 'Please review this draft.';

Datetime dueDate = Datetime.newInstanceGmt(2012, 12, 1);

KbManagement.PublishingService.assignDraftArticleTask(articleId, assigneeId, instructions, dueDate, true);

assignDraftTranslationTask(articleVersionId, assigneeId, instructions, dueDate, sendEmailNotification)

Assigns a review task related to a draft translation.

Signature public static Void assignDraftTranslationTask(String articleVersionId, String assigneeId,

String instructions, Datetime dueDate, Boolean sendEmailNotification)

Parameters articleVersionId

Type: String assigneeId

Type: String instructions

Type: String dueDate

Type: Datetime sendEmailNotification

Type: Boolean

Return Value

Type: Void

Example

String articleId = ' Insert article ID ';

String assigneeId = ' Insert assignee ID ';

String instructions = 'Please review this draft.';

Datetime dueDate = Datetime.newInstanceGmt(2012, 12, 1);

KbManagement.PublishingService.assignDraftTranslationTask(articleId, assigneeId, instructions, dueDate, true);

cancelScheduledArchivingOfArticle(articleId)

Cancels the scheduled archiving of an online article.

187

Salesforce Knowledge, Apex, and Visualforce PublishingService Methods

Signature public static Void cancelScheduledArchivingOfArticle(String articleId)

Parameters articleId

Type: String

Return Value

Type: Void

Example

String articleId = ' Insert article ID ';

KbManagement.PublishingService.cancelScheduledArchivingOfArticle (articleId);

cancelScheduledPublicationOfArticle(articleId)

Cancels the scheduled publication of a draft article.

Signature public static Void cancelScheduledPublicationOfArticle(String articleId)

Parameters articleId

Type: String

Return Value

Type: Void

Example

String articleId = ' Insert article ID ';

KbManagement.PublishingService.cancelScheduledPublicationOfArticle (articleId);

completeTranslation(articleVersionId)

Puts a translation in a completed state that is ready to publish.

Signature public static Void completeTranslation(String articleVersionId)

188

Salesforce Knowledge, Apex, and Visualforce

Parameters articleVersionId

Type: String

Return Value

Type: Void

Example

String articleVersionId = ' Insert article ID ';

KbManagement.PublishingService.completeTranslation(articleVersionId);

PublishingService Methods

deleteArchivedArticle(articleId)

Deletes an archived article.

Signature public static Void deleteArchivedArticle(String articleId)

Parameters articleId

Type: String

Return Value

Type: Void

Example

String articleId = ' Insert article ID ';

KbManagement.PublishingService.deleteArchivedArticle(articleId);

deleteArchivedArticleVersion(articleId, versionNumber)

Deletes a specific version of an archived article.

Signature public static Void deleteArchivedArticleVersion(String articleId, Integer versionNumber)

Parameters articleId

Type: String

189

Salesforce Knowledge, Apex, and Visualforce PublishingService Methods versionNumber

Type: Integer

Return Value

Type: Void

Example

String articleId = ' Insert article ID ';

Integer versionNumber = 1;

KbManagement.PublishingService.deleteArchivedArticleVersion(articleId, versionNumber);

deleteDraftArticle(articleId)

Deletes a draft article.

Signature public static Void deleteDraftArticle(String articleId)

Parameters articleId

Type: String

Return Value

Type: Void

Example

String articleId = ' Insert article ID ';

KbManagement.PublishingService.deleteDraftArticle(articleId);

deleteDraftTranslation(articleVersionId)

Deletes a draft translation.

Signature public static Void deleteDraftTranslation(String articleVersionId)

Parameters articleVersionId

Type: String

190

Salesforce Knowledge, Apex, and Visualforce

Return Value

Type: Void

Example

String articleVersionId = ' Insert article ID ';

KbManagement.PublishingService.deleteDraftTranslation (articleVersionId);

PublishingService Methods

editArchivedArticle(articleId)

Creates a draft article from the archived master version and returns the new draft master version ID of the article.

Signature public static String editArchivedArticle(String articleId)

Parameters articleId

Type: String

Return Value

Type: String

Example

String articleId = ' Insert article ID ';

String id = KbManagement.PublishingService.editArchivedArticle(articleId);

editOnlineArticle(articleId, unpublish)

Creates a draft article from the online version and returns the new draft master version ID of the article. Also, unpublishes the online article, if unpublish

is set to true

Signature public static String editOnlineArticle(String articleId, Boolean unpublish)

Parameters articleId

Type: String unpublish

Type: Boolean

191

Salesforce Knowledge, Apex, and Visualforce PublishingService Methods

Return Value

Type: String

Example

String articleId = ' Insert article ID ';

String id = KbManagement.PublishingService.editOnlineArticle (articleId, true);

editPublishedTranslation(articleId, language, unpublish)

Creates a draft version of the online translation for a specific language and returns the new draft master version ID of the article. Also, unpublishes the article, if set to true .

Signature public static String editPublishedTranslation(String articleId, String language, Boolean unpublish)

Parameters articleId

Type: String language

Type: String unpublish

Type: Boolean

Return Value

Type: String

Example

String articleId = ' Insert article ID ';

String language = 'fr';

String id = KbManagement.PublishingService.editPublishedTranslation(articleId, language, true);

publishArticle(articleId, flagAsNew)

Publishes an article. If flagAsNew

is set to true

, the article is published as a major version.

Signature public static Void publishArticle(String articleId, Boolean flagAsNew)

192

Salesforce Knowledge, Apex, and Visualforce

Parameters articleId

Type: String flagAsNew

Type: Boolean

Return Value

Type: Void

Example

String articleId = ' Insert article ID ';

KbManagement.PublishingService.publishArticle(articleId, true);

PublishingService Methods

restoreOldVersion(articleId, versionNumber)

Creates a draft article from an existing online article based on the specified archived version of the article and returns the article version

ID.

Signature public static String restoreOldVersion(String articleId, Integer versionNumber)

Parameters articleId

Type: String versionNumber

Type: Integer

Return Value

Type: String

Example

String articleId = ' Insert article ID ';

String id = KbManagement.PublishingService.restoreOldVersion (articleId, 1);

scheduleForPublication(articleId, scheduledDate)

Schedules the article for publication as a major version. If the specified date is null, the article is published immediately.

Signature public static Void scheduleForPublication(String articleId, Datetime scheduledDate)

193

Salesforce Knowledge, Apex, and Visualforce PublishingService Methods

Parameters articleId

Type: String scheduledDate

Type: Datetime

Return Value

Type: Void

Example

String articleId = ' Insert article ID ';

Datetime scheduledDate = Datetime.newInstanceGmt(2012, 12,1,13,30,0);

KbManagement.PublishingService.scheduleForPublication(articleId, scheduledDate);

setTranslationToIncomplete(articleVersionId)

Sets a draft translation that is ready for publication back to “in progress” status.

Signature public static Void setTranslationToIncomplete(String articleVersionId)

Parameters articleVersionId

Type: String

Return Value

Type: Void

Example

String articleVersionId = ' Insert article ID ';

KbManagement.PublishingService.setTranslationToIncomplete(articleVersionId);

submitForTranslation(articleId, language, assigneeId, dueDate)

Submits an article for translation to the specified language. Also assigns the specified user and due date to the submittal and returns new ID of the draft translation.

Signature public static String submitForTranslation(String articleId, String language, String assigneeId, Datetime dueDate)

194

Salesforce Knowledge, Apex, and Visualforce PublishingService Methods

Parameters articleId

Type: String language

Type: String assigneeId

Type: String dueDate

Type: Datetime

Return Value

Type: String

Example

String articleId = ' Insert article ID ';