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.

Knowledge objects were added in version 3.0 of the Service Cloud data bundle.

Complete these steps to earn points for this unit.

1. If you haven’t already, launch your Data Cloud custom playground.
   
2. Click the App Launcher, enter data and click the Data Cloud app.
   
3. In Data Cloud, go to the Data Streams tab, and click New.
   
4. Select the Salesforce CRM data source, and click Next.
   
5. Leave the default Salesforce org selected, and click Next.
   
6. Select Knowledge, and click Next.
   
7. Review the fields that are included in your data stream–the default selection is perfectly fine for this challenge—and click Next.
   
8. 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 canview 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.