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# 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](/service-management/access-requirements/knowledge-base-systems/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.

```json
{
	"Title": "VPN Troubleshooting Guide",
	"body": "{{SEE RIGHT}}"
}
```

```html
<h1>How to solve connection errors</h1>
Here are some instructions.

<h1> How to solve VPN slowness </h1>
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

![](https://files.readme.io/656d9eb-Untitled_-_2023-03-27T152540.151.png)

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`