Restoring Knowledge Articles with Vault

What is Salesforce Knowledge and why do you need it?

Salesforce Knowledge allows you to build a Knowledge Base for storing and managing documentation to service your internal agents, website visitors, partners, and customers.

Users can create and manage a knowledge base with your company information and securely share it when and where it's needed. Salesforce Knowledge helps you establish a self-service model for your customers to solve their queries, leading to case deflection and increasing customer satisfaction.

Vault can restore/replicate knowledge data Knowledge__kav records with rich text and large image files.

Point to Consider

  • Knowledge Articles should exist in your Salesforce org.

  • Restoring of the KAV (knowledge objects) to be always processed in a different job.

  • To restore/replicate other metadata/data objects, run a different job, including all the required metadata and data objects.

Process

To restore Knowledge data objects with Vault, follow the below steps:

Similar steps are to be followed for replicating KAV objects in Vault. Replicate the KAV objects by navigating to the Replicate module.

  1. Login to your Vault account and navigate to the Restore module.

  2. In the Restore page, select your Salesforce org configured with KAV objects.

  3. Select the Restore Source from the dropdown.

  4. Click on Restore Now.

  5. On the next screen, choose the backup configuration from the dropdown if not auto-selected.

  6. Click on Get Details. Based on the restore source and configuration selection, the backup configured list will get displayed.

  7. Select the backups from the list for restoration.

  8. Click on Selective Restore.

  9. Go to the Data tab and slide the toggle bar to the right side for KAV Object only. This will allow viewing the KAV-related objects only in the list.

  10. Select the KAV object.

  11. You also have multiple configurations to choose from under the Data tab:

    • Schema: This option will allow you to view all the child objects for your selected kav object.

    • Selected Records: This will allow you to choose the records for your object. By default, all the records available in the objects will be auto-selected.

    • Selected Fields: This will allow you to select the fields for your object. By default, all the fields available in the objects will be auto-selected.

  12. Click on Trigger Restore.

Point to Note:

If you choose to deploy KAV objects along with other metadata/data objects, the Vault application will not allow you to continue further. The message below pops up: Ensure only KAV object is selected for this restore job. KAV is a special object and can be processed only in separate job. To restore other data objects/ metadata run another job including all the required metadata and data objects.

  1. On the Selected Data To Restore screen, enter the label of your choice or leave the auto-generated default label.

  2. Specify the batch size for components to retrieve records.

  3. Choose the recipients from the Email notification dropdown who should receive notifications whenever the action is performed. The currently logged-in recipient will automatically be checked by default.

  4. Select the criteria for performing the restore and click on Restore Now.

  5. You'll be taken to the Restore Summary screen, which will display the status of the recently triggered restore activity.

  6. Once the restore operation is successfully triggered, the status changes to Ready to link kav to case.

  7. Under the Actions tab, you can perform additional operations:

Point to Note:

  • To ensure successful linking, do confirm that the kav records for linking are in Published status in Salesforce.

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