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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.
- Login to your Vault account and navigate to the
Restore
module. - In the
Restore
page, select yourSalesforce org
configured with KAV objects.
- Select the
Restore Source
from the dropdown. - Click on
Restore Now
. - On the next screen, choose the
backup configuration
from the dropdown if not auto-selected. - Click on
Get Details
. Based on therestore source
andconfiguration
selection, the backup configured list will get displayed. - Select the backups from the list for restoration.
- Click on
Selective Restore
.
- Go to the
Data
tab and slide the toggle bar to the right side forKAV Object only
. This will allow viewing the KAV-related objects only in the list. - Select the KAV object.
- 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.
- Click on
Trigger Restore
.
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.
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On the
Selected Data To Restore
screen, enter the label of your choice or leave the auto-generated default label. -
Specify the batch size for components to retrieve records.
-
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. -
Select the criteria for performing the restore and click on
Restore Now
.
-
You'll be taken to the
Restore Summary
screen, which will display the status of the recently triggered restore activity. -
Once the restore operation is successfully triggered, the status changes to
Ready to link kav to case
.
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Under the
Actions
tab, you can perform additional operations:- For an ongoing restore operation, you can abort the process in between using the
Abort
icon.
- View the restore summary report using
icon.
- View the restore log report using
icon.
- Trigger linking kav to case using
icon.
- For an ongoing restore operation, you can abort the process in between using the
- To ensure successful linking, do confirm that the kav records for linking are in
Published
status in Salesforce. - Once the Kav record is successfully linked, the job status changes to complete (
) state.
- The
trigger
() button will not be available; henceforth, linking kav to case is triggered.