Salesforce

Overview

Salesforce Knowledge is a knowledge management system for creating and publishing articles. The Classic Ingestion connector indexes published knowledge articles and makes them searchable in the Moveworks AI Assistant.

Access Requirements

See Salesforce Knowledge Access Requirements for instructions on how to connect Moveworks to your Salesforce Knowledge instance.

Permissions

The Classic Ingestion connector for Salesforce does not mirror source permissions. All indexed content is visible to all employees in the AI Assistant search experience.

Supported Content Types

As part of our Enterprise Cache, Moveworks ingests and snippetizes knowledge articles from your knowledge base to make them chat ready. Moveworks will ingest all articles with PublishStatus = Online (all published articles).

The Moveworks Salesforce Knowledge Integration supports HTML file types.

Snippet Titles

Note that outside of just using your title, Moveworks will also parse the rest of the article content to determine the best title for your article.

1 {
2 	"Title": "VPN Troubleshooting Guide",
3 	"body": "{{SEE RIGHT}}"
4 }

1 <h1>How to solve connection errors</h1>
2 Here are some instructions.
3 
4 <h1> How to solve VPN slowness </h1>
5 Here are some other instructions.

In this example, we will create a knowledge article “snippet” titled “VPN Troubleshooting Guide: How to solve connection errors”

Snippet Description

We typically display directly from the Article_content__c field of your articles. However we’ve seen different a few different formats, please let your Customer Success team know if you store any important information in any different or custom fields.

Condition (Content Type)	Field to fetch content from
if `Article_content__c` is not empty	`article.Article_content__c`
if `Article_content___c` is empty but `Steps__c` is not	`article.Steps__c`

Article Links

Moveworks generates links to your articles based on the file path.

https://{{base-salesforce-url}}/s/article/{{article.URLName}}

We also have some ability to slightly edit the file path, again your Customer Success team is the best person to work with to ensure your configuration works properly.

Unsupported Behavior: Advanced Content

Please note that images, tables, text formatting, lists or other multi-media formats will not be rendered in chat. Instead, the user will be able to click the article and view the source article.

Architecture

Knowledge Ingestion

We use SOQL on the following APIs to filter content during ingestion

Get list of available articles
https://{{base-salesforce-url}}/services/data/v54.0/query/?q=SELECT {Fields} FROM Knowledge__kav WHERE {Filter_rules}
Get individual article: https://{{base-salesforce-url}}/services/data/v54.0/sobjects/Knowledge__kav/article_id