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            Configure Harmonization for Structured Data

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            Configure Harmonization for Structured Data

            Use this workflow to configure harmonization for structured data such as Salesforce Knowledge.

            Required Editions

            Available in: All Editions supported by Data 360. See Data 360 edition availability.
            User Permissions Needed
            To view harmonized content System admin profile OR Data 360 Architect permission set

            Before you begin:

            • Confirm that you have enabled the following in your org.
              • Data 360
              • Lightning Knowledge
            • Confirm that the Salesforce Experience site has knowledge enabled, your org has a knowledge base, and your users have been granted access to Lightning Knowledge.
            • Verify that you’ve created a layout page for your Lightning Knowledge component.

            See Also

            Step 1. Ingest content into Data 360

            Get your Knowledge content into Data 360 through the CRM Connector.

            Step 1: Create a Harmonization Configuration and Pair It with a DMO

            Create a harmonization configuration, give it a name and pair it with a data model object (DMO).

            1. From the App Launcher, open Data Cloud
            2. Click Content Processing (open the More menu, if you don’t see it).
            3. Click Harmonization.
            4. Click New.
            5. From the Data Space dropdown, select the data space you want to bring knowledge content from.
            6. From the DMO Type dropdown, select Structured.
              Optionally, you can filter for the DMO you want to use to hold your knowledge content with the search bar.
            7. From the results list, select the DMO, for example Knowledge__kav_Home.
              Note
              Note If you’re ingesting data from a Companion org, select the DMO specific to that remote connection (for example, Knowledge__kav_Remote ).
            8. In the Harmonization Details section, enter a name for the Harmonization Configuration Name. The Harmonization Configuration API Name automatically populates with the name that you provide, but you can change it. The API name must be unique.
            9. Click Next.

            Step 2: Create a Default and Fallback Layout

            Knowledge page layouts are used to determine the fields displayed and their order when rendering harmonized Knowledge Articles.

            When setting up the Data Stream for the CRM connector, only the fields you reference in your Knowledge page layout are included in the data stream field mapping. These fields are also mapped to the Knowledge Article Version DMO.

            When Knowledge is used with Data 360, and the Knowledge Object Layout isn’t available for a user, the Content Viewer uses the fallback layout you set. Make sure that the fields you set have field level permissions or use fields available to all users.

            1. Select and arrange fields from the list of available fields. To select, move the field to the Fallback Layout Fields list. To remove, move the field back to the DMO Fields list. Arrange the order in the Fallback Layout Fields list with the up and down arrows. The final order that you select here dictates how Salesforce Knowledge appears.
            2. Click Next.

            Step 3: Harmonize Attachments (Optional)

            Use these instructions to harmonize attachements.

            When using the CRM connector, to ingest knowledge articles, you can decide if you want to harmonize the knowledge article only, or the knowledge article and any files attached uses the fallback layout you set. Make sure that the fields you set have field level permissions or use fields available to all users.

            If you skip this step, you’ll need to create a new harmonization configuration to include the attachments in the future should you wish to include attachments in the harmonization.

            1. From the list of identified attachments, select which attachmentsattachments you want to include with your harmonized content.
            2. Click Next.

            Step 4: Review Details

            Review details and start the harmonization process.

            Review details and start the harmonization process. Once it begins, incremental updates occur every 45 minutes. To finalize the settings and complete the harmonization configuration, click Save.

            Step 5: Validate Rendering and View Harmonized Content

            Validate the harmonized content rendered correctly and use the Content Viewer to see the results.

            1. Use the Harmonization dashboardto monitor the process.
            2. Go to Data Explorer, locate your project, click the harmonized data model object (HDMO) record and click View to preview.

              If you need to change the settings for the HDMO, delete the old HDMO and create a new one. To run the harmonization job at any time, check the HDMO from the dashboard and select Run Now. To delete an HDMO, select Delete.

            Next Step: View Content Viewer User Engagement Insights in Data Explorer

             
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