Importing Articles into Salesforce Knowledge. salesforce Salesforce Knowledge

PDF

Документ

IMPORTING ARTICLES INTO SALESFORCE KNOWLEDGE

The Article Importer tool allows you to import articles from an existing knowledge base into

Salesforce Knowledge. Importing articles requires the following tasks.

Preparing Articles for Import to Salesforce Knowledge

Creating a .csv File for Article Import

Specifying Parameters for Article Import

Creating a .zip File for Article Import

Viewing Salesforce Knowledge Import and Export Status

Preparing Articles for Import to Salesforce

Knowledge

Import articles one article type at a time. Sort articles by information type (for example, FAQ or Offer) and ensure each information type has a correspondingSalesforce Knowledge article type that matches its structure and content. For example, if you are importing FAQs, ensure that Salesforce

Knowledge has an FAQ article type with enough question and answer fields to accommodate the largest FAQ article. If field-level security is set up for any fields on the article type, verify that you have permission to edit these fields.

Images can only be imported as part of an HTML file. Ensure that all your images are included in an

HTML file and referenced with a relative path using the img

tag and its attribute src

If your articles contain HTML files, use an article type that contains a rich text area field and ensure that the HTML is compliant with the supported tags and attributes. For a list of the tags and attributes used with rich text area fields, see “Using the HTML Editor” in the Salesforce Help.

Note: Test your import using a small set of articles.

USER PERMISSIONS

To import articles:

•

“Manage Salesforce

Knowledge”

AND

“Manage Articles”

AND

“Manage Knowledge

Article Import/Export”

AND

“Read,” “Create,” “Edit,” and “Delete” on the article type

To view articles:

•

“Read” on the article type

To create articles:

•

“Manage Articles”

AND

“Read” and “Create” on the article type

Creating a .csv File for Article Import

Each .csv file imports articles into one article type and maps the imported articles' content with the article type's fields. For example, a

.csv file might map articles' titles with the standard field

Title

in an article type, meaning that each article's title is imported into the

Title

field.

1. Create one .csv file per article type.

•

There can only be one .csv file and one .properties file.

•

The .csv file and the .properties file must be in the root directory.

•

The compression process must preserve the folder and subfolder structure.

•

The .zip file name can’t contain special characters.

•

The .zip file can’t exceed 10 MB and the uncompressed files can’t exceed 100 MB.

Importing Articles into Salesforce Knowledge

•

.csv files can’t have more than 10,000 rows, including the header row. Therefore, you can have a maximum of 9,999 articles and translations.

•

.csv file rows can’t exceed 400,000 characters.

•

.csv file cells can’t exceed 32 KB.

•

Each article in the .csv file can’t have more than 49 translations.

2. In the first row, specify the article type's fields and metadata (such as language data categories or channels). Enter one item in each column. You can use the following fields and metadata to import content:

•

isMasterLanguage

—identify the article as a master (1) or translation (0). Required to import articles with translations, however, it can’t be in a .csv file to import articles without translations. Translations must follow their master articles so that they are associated with the master article preceding it.

•

Title

—the article or translation’s title. Required for all imports.

•

Standard or custom fields—refer to an article type's standard fields using field names and refer to custom fields using API names.

Leaving a row cell empty may cause your articles to be skipped if the related article-type field is mandatory.

•

Rich text area field—use the rich text area custom fields to import .html files or images. Refer to an article type's rich text area field using its API name.

•

File field—use the file custom fields to import any file type (.doc, .pdf, .txt, etc.). Refer to an article type's file field using its API name.

•

To categorize the imported articles, use category groups; refer to a category group using its unique name prefixed with datacategorygroup.

For example, use datacategorygroup.Products

to specify the category group Products.

•

To specify where the imported articles are available, use the keyword

Channels

•

Language—specify the articles' language. Required to import articles with translations. Optional to import articles without translations. If you don't include this column, the articles will automatically belong to the default knowledge base language and you can’t import translations along with the master articles.

3. In subsequent rows, specify the articles you want to import. Use one row per article and enter the appropriate information in each article type field column or metadata column.

•

Standard or custom fields—enter the articles' data for each field, except for rich text area fields where you must enter the relative path to the corresponding .html file in your .zip file.

Note:

The article importer does not support sub-fields. If you have fields within fields, you’ll need to adjust your structure and content before importing into Salesforce Knowledge.

•

Rich text area field—always enter the .html file path relative to the location of the .csv file. Never enter raw text. If the specified path doesn't exist, the related article isn't imported. Note the following information about importing HTML and images:

–

We recommend that you create separate folders for the .html files (for example,

/data

) and the images (for example, data/images

–

To import images, include the images in an .html file using the

<img>

tag and src

attribute. Ensure that the src

value is a relative path from the .html file to the image folder.

–

Images must be

.png

.gif

, or

.jpeg

files.

–

Each image file can’t exceed 1 MB.

–

.html files can’t exceed the maximum size for their field.

–

If a date doesn't match the date format specified in the property file, the related article isn't imported.

–

If an .html file references a file that isn't allowed, the related article isn't imported.

–

If an .html file references an image that's missing, the related article is imported without the image.

Importing Articles into Salesforce Knowledge

•

File field—enter the path relative to the file's location. If the specified path doesn't exist, the related article isn't imported. Note the following information about importing files:

–

We recommend that you create a folder for your files (for example,

/files

–

Each file must not exceed 5 MB.

•

Category groups—use category unique names to categorize articles. Use the plus symbol (

) to specify more than one category.

For example,

Laptop+Desktop

. Note the following information about data category groups:

–

Leaving the cell row empty causes your article to be set to No Categories.

–

If you specify a category and its parent (for example, Europe+France) the import process skips the child category France and keeps the parent category Europe, because application of a parent category implicitly includes the category's children.

–

When importing articles with translations and associated data categories, only the master article retains the data categories.

The article translations have no associated data category upon import.

•

Channels—specify articles' channels using the keywords:

–

application

for Internal App. If you don't specify a channel, application

is the default.

–

sites

for Public Knowledge Base.

–

csp

for Customer.

–

prm

for Partner.

Use the plus (

) symbol to specify more than one channel (for example, application+sites+csp

to make an article available in all channels).

Note: When importing articles with translations and associated channels, only the master article retains the channels.

The article translations have no associated channels upon import.

The following example .csv files import articles in a Product Offer article type. The first example is for imports of articles without translations.

The second is for imports with translations. The .csv files contain titles, summaries, and descriptions. They also classify the articles in the category group Products and make them available for specific channels. The description__c

field is a rich text area and only supports paths to .html files. The summary__c

field is a text field and only supports raw text. The “Best Desktop Computer Deals” article has no summary; the cell is left blank because the summary__c

field is not mandatory.

Title summary__c description__c

data/freecam.html

datacategorygroup

.Products

Consumer_ Electronics

Channels

application+csp Free Digital Camera Offer Get the new Digital

Camera.

Best Desktop Computer

Deals

Free Shipping on Laptop and Desktops data/bestdeals.html

data/freeship.html

Desktop

Laptop+Desktops application+csp application+csp

Example articlesimport.csv

file:

Title,summary__c,description__c,datacategorygroup.Products,Channels

Free Digital Camera Offer, Get the new Digital

Camera.,data/freecam.html,Consumer_Electronics,application+csp

Best Desktop Computer Deals,,data/bestdeals.html,Desktop,application+csp

Free Shipping on Laptop and Desktops,,data/freeship.html,Laptop+Desktops,application+csp

Importing Articles into Salesforce Knowledge

isMaster

Language

Title

Free Digital Camera Offer

summary__c description__c

Get the new Digital Camera.

data/freecam.html

Libérer l'Offre d'Appareil photo digital

Liberte Oferta Digital de

Cámara

Best Desktop Computer

Deals

Meilleures Affaires d'ordinateurs de bureau

Mejores Tratos de ordenadores

Free Shipping on Laptops and Desktops

Libérer Affranchissement sur

Portables et Ordinateurs

Liberte Franqueo en Laptops y Ordenadores

Obtenir le nouvel Appareil photo digital.

Consiga la nueva Cámara

Digital.

data/freecam/fr.html

data/freecam/es.html

data/bestdeals.html

data/bestdeals/fr.html

data/bestdeals/es.html

data/freeship.html

data/freeship/fr.html

data/freeship/es.html

datacategorygroup

.Products

Consumer_ Electronics

Channels Language

application

+csp en_US fr es

Desktops

Laptops+ Desktops application

+csp en_US fr es application

+csp en_US fr es

Example articlestranslationsimport.csv

file: isMasterLanguage,Title,summary__c,description__c,datacategorygroup.Products,Channels,Language

1,Free Digital Camera Offer,Get the new Digital

Camera,data/freecam.html,Consumer_Electronics,application+csp,en

0,Libérer l'Offre d'Appareil photo digital,Obtenir le nouvel Appareil photo digital.,data/freecam/fr.html,,,fr

0,Liberte Oferta Digital de Cámara,Consiga la nueva Cámara Digital.,data/freecam/es.html,,,es

1,Best Desktop Computer Deals,,data/bestdeals.html,Desktops,application+csp,en

0,Meilleures Affaires d'ordinateurs de bureau,,data/bestdeals/fr.html,,,fr

0,Mejores Tratos de ordenadores,,data/bestdeals/es.html,,,es

1,Free Shipping on Laptop and

Desktops,,data/freeship.html,Laptops+Desktops,application+csp,en

0,Libérer Affranchissement sur Portables et Ordinateurs,,data/freeship/fr.html,,,fr

0,Liberte Franqueo en Laptops y Ordenadores,,data/freeship/es.html,,,es

Specifying Parameters for Article Import

Specify import parameters in a property file using key names and corresponding values. For example, use the key

DateFormat

to specify that a date custom field appears in the

DateFormat=dd/MM/YYYY

format or specify the character encoding to be used for the import.

Create a file with the

.properties

extension and specify the required parameters, as described in this table.

Key

DateFormat

Description

Format of the date to read in the .csv file

Default Value

yyyy-MM-dd

Importing Articles into Salesforce Knowledge

Key

DateTimeFormat

CSVEncoding

CSVSeparator

RTAEncoding

Description Default Value

Format of the date and time to read in the

.csv file yyyy-MM-dd HH:mm:ss

Character encoding used to read the .csv

file

ISO8859_15_FDIS

.csv file separator ,

Default encoding used for the HTML files

(if not specified in the charset

attribute from the HTML meta

tag).

ISO8859_15_FDIS

Note:

Salesforce does not support

UTF-32 character encoding. We recommend using UTF-8. If you use specify UTF-16 character encoding, ensure your HTML files specify the right byte-order mark.

Note: You must specify only Java date formats. Make sure the date format is not misleading. For example, if you choose the format yyyy-M-d, a date entered as 2011111 can be interpreted as 2011-01-11 or 2011-11-01. Specify at least :

•

Two digits for month and day format (MM, dd)

•

Four digits for year format (yyyy)

If a date in the .csv file does not match the date format specified in the property file, the related article is not imported.

Example offerarticlesimport.properties

property file:

DateFormat=yyyy-MM-dd

DateTimeFormat=yyyy-MM-dd HH:mm:ss

CSVEncoding=ISO8859_15_FDIS

CSVSeparator=,

RTAEncoding=UTF-8

Creating a .zip File for Article Import

To complete the import, create a .zip file containing:

•

The .csv file.

•

The folder containing the .html files to import.

•

The folder containing the image files referenced in the .html files.

•

The .properties file.

The import .zip file must meet the following requirements:

•

There can only be one .csv file and one .properties file.

•

The .csv file and the .properties file must be in the root directory.

•

The compression process must preserve the folder and subfolder structure.

Importing Articles into Salesforce Knowledge

•

The .zip file name can’t contain special characters.

•

The .zip file can’t exceed 10 MB and the uncompressed files can’t exceed 100 MB.

•

.csv files can’t have more than 10,000 rows, including the header row. Therefore, you can have a maximum of 9,999 articles and translations.

•

.csv file rows can’t exceed 400,000 characters.

•

.csv file cells can’t exceed 32 KB.

•

Each article in the .csv file can’t have more than 49 translations.

Upload your .zip file:

1. From Setup, enter

Import Articles

in the

Quick Find

box, then select Import Articles.

2. Select the appropriate Article Type for the imported articles.

3. Click Browse to select the .zip file, and click OK.

4. If your import contains translations, select the

Contains translations?

checkbox.

Note: If this checkbox is selected, your .csv file must contain the isMasterLanguage, Title, and Language columns. If this checkbox is not selected, your csv file can’t contain the isMasterLanguage column but must contain the Title column. The

Language column is optional for imports of articles without translations.

5. Click Import Now.

When the import is complete you receive an email with an attached log that provides details about the import.

Viewing Salesforce Knowledge Import and Export Status

To check the status of your imports and exports, from Setup, enter

Article Imports

in the

Quick Find

box, then select

Article Imports. If you've enabled multiple languages for Salesforce Knowledge, you see two tables: one for article and translation imports and another for exports for translation.

Status descriptions are as follows:

Status

Pending

Processing

Stopping/Stopped

Aborted

Description

The import or export will start as soon as the previous pending import or export completes.

The import or export is processing.

Possible Action

You can click Cancel to cancel the import or export.

Salesforce Support is stopping or has already stopped the import or export.