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Set Up Unified Knowledge
Before you set up Unified Knowledge, plan your implementation and consider its requirements and limitations. Also, set up Lightning Knowledge and any required data categories first.
Required Editions
| Available in Lightning Experience. View supported editions. |
| User Permissions Needed | |
|---|---|
| To view Knowledge Settings in Setup: | Knowledge User license |
| To set up and manage Unified Knowledge: | Customize Application AND Manage Salesforce Knowledge |
| To view the Data Categories page: | View Data Categories in Setup |
| To create, edit, or delete data categories: | Manage Data Categories |
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From Setup, in the Quick Find box, enter Unified Knowledge, and then
select Unified Knowledge.
The first time you visit the page, accept the Terms and Conditions to continue, and choose the region in which to store your knowledge data with Zoomin from Salesforce. You can choose from three regions: Asia Pacific (stored in Singapore), Europe (stored in Frankfurt), or America (stored in North Virginia).
- On the Unified Knowledge page, click Add a source.
- Choose the connector that matches your third-party knowledge source, and click Next.
- Type a Label for the connection, such as Confluence Articles. Type a Developer Name without spaces.
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Enter the connector-specific fields that appear, which vary depending on the source. For
example, enter login credentials, user or API tokens, and any required elements, such as URLs
or folders to import third-party knowledge data. See Zoomin Connector
Preparation for what each connector and third-party knowledge source requires.
If available on your connector, click Test Connector to verify that you correctly entered your third-party source’s credentials. If the test option isn’t available, no validation or error messages inform you whether you correctly entered your third-party source’s credentials or required elements. Double-check that you added all requirements.
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From Open Article Behavior, choose whether article links open for
users in Salesforce or the third-party source.
To open articles in the third-party source, add the ExternalURL field to Knowledge page layouts, set sharing settings for External Knowledge Connector to Public Read Only in Sharing Settings in Setup, and add the connector’s URL to Trusted URL’s in Setup so that articles open for console users.
- In Content, enter the connector-specific information needed to import content from the third-party source, such as a space name for Confluence.
- From Knowledge Field, choose the rich text field in Salesforce where imported article content is populated. The entire source article is contained in this field within character limits.
- From the Record Type, choose the record type to apply to imported article content from your third-party source.
- In Field and Data Category Mapping, click +Add to map an external label from your third-party source to a corresponding Salesforce data category or Knowledge field. For example, if your third-party source uses a label named Laptops to organize articles about laptops, enter Laptops in External Label. Then map it to a similar data category in Salesforce named Laptops or Product/Laptops, depending on how your categories are organized. Note the Knowledge Field only supports text fields, picklists, and checkboxes with boolean values. To map additional external labels to data categories or Knowledge fields, click +Add.
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In Multilingual Support, click On to select
languages to support from your third-party source.
Salesforce detects languages from text in the source and maps them to your active languages in Lightning Knowledge. Images and videos aren't supported. After you turn on multilingual support, you can’t turn it off.If you added a third-party knowledge source before July 1, 2024, you must delete it and add it again to use multilingual support.
- From Audience, click the Experience Cloud where users can see the knowledge content you import and sync from the third-party source, such as users with Partner, Public (unauthenticated guests), or Customer licenses.
- Click Save.
After you set up a connector for a third-party knowledge source, an article import job begins. The job enters a queue and can take several hours or overnight to complete; timing depends on the number of articles to import and the number of jobs in the queue. Salesforce syncs or imports knowledge content from third-party sources every 1 to 2 hours and every 12 hours for sitemaps. Timing varies based on the source and volume of imported content. You can view the article import queue and statuses from the Unified Knowledge Sources section on the Unified Knowledge page in Setup.
