Getting Started

Publishing to Salesforce Knowledge

Below is the overall procedure for publishing to Salesforce Knowledge:

Note

Only publications can be published to Salesforce, not individual topics.

  1. Set up the integration.

    See Setting up Salesforce Knowledge.

  2. Map your publication and topics to produce appropriately sized articles in Salesforce.

    See Mapping publication topics to Salesforce articles below.

  3. Publish the publication to Salesforce by selecting the HTML output, and then the Salesforce Knowledge option in the dropdown:

    publish-salesforce.png
  4. When the publishing is done, go to your Salesforce account and check the results.

    Tip

    It is often easiest to manage articles in the Salesforce Classic mode, and you can find the published articles by selecting to view all tabs (the plus sign at the top right), and then click Article Management.

    salesforce-article-management.png
  5. The final creation of the look and feel and a full portal is done from within Salesforce itself, usually by publishing the articles to a Salesforce Community and applying style (CSS) and other features there. Ask your Salesforce administrator about this.

Mapping publication topics to Salesforce articles

Salesforce Knowledge doesn't have a hierarchical nesting structure as Paligo does with publications and topics. This means you need to map the content in Paligo to become appropriately sized articles in Salesforce.

Note

To rearrange topics to map into articles in Salesforce, it would be recommended to either make a copy or a branch of the main publication, so you do not have to affect your main structure, if you are also publishing to PDF, HTML5 help center, etc.

Besides making the articles the right size to be easily consumable, Salesforce also has some strict limitations on the actual size of the resulting HTML files. See Size limitations in Salesforce for more on this.

When publishing to Salesforce, any topic at the top level in your publication, including its child articles, become an article in Salesforce. This means, if you have very large sections in your publications, with deeply nested topics, they would most likely produce articles that would become too large as articles in Salesforce:

salesforce-structure.png

Each of the indicated topics are at the top level in the publication, and will become an article in Salesforce. That includes the last one, "The Mission Control Center", which would then include all the child topics as sub titles with one and the same article.

If any of these sections were to become too large for an article in Salesforce, you would then want to rearrange the publication to create more appropriately sized articles. You do that by outdenting the topics, for example:

salesforce-structure-2.png

In this example, we have "flattened" the structure a bit, so that we now get 6 top level topics, and thereby 6 (smaller) articles in Salesforce. You would do the same to all other top level topics that may need flattening in order to produce appropriately sized articles.