This Badge Requires a New Custom Data Cloud Playground
You’ll have limited time to complete this badge and any other badge requiring a Data Cloud Playground. If you run out of time, you’ll lose access to this Playground and may need to start over.
Ingest Knowledge Article Data
Learning Objectives
After this step, you’ll be able to:
- Describe how Salesforce Knowledge articles contain unstructured data.
- Explain how to ingest Knowledge article data from CRM.
Use Product Data from Knowledge Articles
Knowledge articles from your Salesforce Knowledge base, written by experienced service agents and internal writers, are documents that can include information on processes, like how to reset your product to its defaults, or frequently asked questions such as how much storage your product supports.
Knowledge articles contain both structured and unstructured data in custom text fields. This data is useful for grounding service replies and prompts that are contextualized for a customer’s use case.
Let’s look at how to ingest this valuable data.
Ingest Knowledge Article Data from Salesforce CRM
In Data Cloud, you can use the Knowledge article bundle to ingest Knowledge article data from your Salesforce org. The bundle includes default mappings to the relevant data model objects (DMOs) in Data Cloud.
Complete these steps to earn points for this unit.
- If you haven’t already, launch your Data Cloud custom playground.
- Click the App Launcher, enter
data
and click the Data Cloud app. - In Data Cloud, go to the Data Streams tab, and click New.
- Select the Salesforce CRM data source, and click Next.
- Leave the default Salesforce org selected. Select the Knowledge data bundle, and click Next.
- Review the fields that are included in your data stream–the default selection is perfectly fine for this challenge—and click Next.
- Review the new data streams and objects to be deployed from the data stream kit, and click Deploy.
When the data stream is ready, the Status changes to Active.
To verify your work, you can view the Knowledge article DLOs alongside your UDLOs on the Data Lake Objects tab in Data Cloud.
What’s Next?
In the next unit, you create a vector search index configuration for the Knowledge article object.