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Content and Knowledge Harmonization
Use Harmonization to transform knowledge articles and unstructured content ingested into Data 360. Harmonization normalizes and enriches content, resulting in a single harmonized schema suited for consistent rendering in the Content Viewer. Access the viewer through Data 360's Data Explorer or in Service Cloud's Enterprise Knowledge component.
Required Editions
| Available in: All Editions supported by Data 360. See Data 360 edition availability. |
The Harmonization dashboard contains a record of all harmonized content. From each record, you can view the harmonized content in the Content Viewer. Access the viewer in two ways:
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From Data 360: View harmonized files with the Content Viewer in Data 360's Data Explorer tab.
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From the Service Console: View Salesforce Knowledge in the Enterprise Knowledge component in your Service Console. With consistent harmonized content, service reps see relevant and full documents and can explore more content without leaving the Service Console. See Get Started with Enterprise Knowledge (Beta)
Billing Considerations
Data Harmonization and rendering can affect credit consumption in these areas:
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Data Pipeline and Ingestion: Data 360 calculates usage based on the number of records processed during every ingestion. For incremental ingestion, Data 360 only processes new or updated files. For Content Viewer engagement telemetry, events count as another data stream and as processed rows.
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Data Harmonization and Processing: When you create or update a search index, Data 360 calculates usage based on the amount of data processed in megabytes.
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Data Queries: Every search action against the index triggers a data query and counts as consumption. Every question in an Agentforce conversation that triggers a search counts as a data query. Every request to render a page counts as consumption.
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Data Storage: These operations count toward storage:
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File ingestion
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Table creation, such as data lake object (DLO), data model object (DMO), harmonized DLO, harmonized DMO, and engagement telemetry DLO.
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Chunk generation and index DMOs, which happens when you create a vector or hybrid index by using unstructured data.
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The transcription DMO, if Data 360 processes audio and video files.
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LLM gateway calls for AI enrichment, based on the number of tokens in the request and the response. Salesforce counts these calls as standard Flex credits or standard Einstein requests. The requests occur when the harmonized DMO (HDMO) sends files to an LLM for AI enrichment, specifically for generating Q&A summaries and FAQs.
Supported Connectors
You can enable the harmonization of content that is ingested into Data 360 through unstructured data connectors.
- Structured Data Connectors
- Unstructured Data Connectors
Limitations and Considerations
Get Started with Content and Knowledge Harmonization
To get started ask yourself: "What kind of content do I have?" If your content is in a Salesforce Org, follow the Structured Data Workflow. If your content is in any of the sources listed in the unstructured connectors, follow the Unstructured Data Workflow.
- Configure Harmonization for Structured Data
Use this workflow to configure harmonization for structured data such as Salesforce Knowledge. - Configure Harmonization for Unstructured Content
Use this workflow to create an unstructured content harmonization configuration for Data 360 content. The content must be ingested with a supported connector. - View Harmonized Content Consistently in Data Explorer
The harmonized Unstructured Data Model Object (UDMO) record page, available through the Content Viewer in Data 360’s Data Explorer tab or in Service Cloud's Enterprise Knowledge component, provides you with a unified, in-app experience od all data interactions (structured knowledge and unstructured content). Through the Content Viewer, your harmonized content is presented in a standard, consistent format, regardless of its source. - Content Viewer User Engagement Insights
When you enable content harmonization, Data 360 automatically starts collecting information about user interaction with the Content Viewer, providing you with insights that can help you improve your content. - View Content Viewer User Engagement Insights in Data Explorer
Data 360 automatically creates an engagement telemetry data stream and a data lake object (DLO) to track user engagement with the Content Viewer. The Content Viewer is available only for harmonized content. You can view engagement data from the Data Explorer tab. - Stop Engagement Data Collection
User engagement data is collected by default to generate valuable insights, but you can choose to stop data collection for a specific engagement data stream by deleting the engagement data stream and associated Data Lake Object (DLO). - Content Harmonization Known Limitations
Certain functionalities aren't available for content harmonization. Keep these limitations in mind while harmonizing content and viewing it on the Content Viewer. - Content Harmonization Troubleshooting Guide
Tips for troubleshooting issues that may occur when you harmonize content in Data 360.
