Not able to map Salesforce articles objects to KCS Helper Addon



  • Problem Statement

    Some of the fields are not visible for mapping while trying to set up a KCS Support Console with the added Salesforce article objects.

    KCS Support Mapping - Resized.png

    Environment

    Reported product version Colubridae'19
    Resolved product version Colubridae'19

    Solution

    For mapping KCS fields in the SearchUnify admin panel, SearchUnify admin user must be a Salesforce user and should have read and write permissions to Salesforce knowledge object. To provide Knowledge article object access to Salesforce user, please follow the below steps:

    1. Log into your Salesforce org.
    2. Find Knowledge Settings from Quick Find Box and click Edit.
    3. Check Enable Lightning Knowledge (if it's not checked) and click Save.

    knowledge user- resized.png

    Once you become a Knowledge user, return to the SearchUnify admin and refresh. You shall now be able to see the fields that can be mapped for KCS articles. Please note that only knowledge article fields can be mapped.


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