SearchUnify changes guide for Salesforce Knowledge Base Migration From Classic To Lightning



  • SearchUnify - Salesforce Classic to Lightning knowledge migration

    Table of Contents

    1. Responsibilities
    2. Summary
    3. Steps required in Salesforce Pre-Migration
    4. Steps required Post-Migration
    5. Restore keyword based tuning
    6. Change in Data Sources in the SU Case deflection Form component (Optional)
    7. Impact on permissions

    1. Responsibilities

    Customer SearchUnify OR Customer SearchUnify
    Save Classic legacy knowledge article type fields before migration. Removing Classic knowledgebase dependencies from Search Clients and content source. Run the Script to restore keyword based tuning
    Add a new Field called Record_Name__c Add Lightning knowledge base object, add fields and crawl Respect permissions on record types.
    Provide the CSV to restore Keyword based tuning Update all Search clients to use newly added lightning knowledge object
    Have to create permissions sets defining which profile shall have access to specific record type(s). Change in Data Sources in the SU Case deflection Form component

    2. Summary

    As per Salesforce, If your company uses Classic Knowledge, Lightning Experience users must switch to Salesforce Classic to do things like find or create Knowledge articles. Moving your Classic knowledge base into Lightning Knowledge gives your users a seamless experience and much better workflow.
    This document will cover the changes you’ll need to do in SearchUnify inorder to make sure your new knowledge base post migration to lightning is also searchable via SearchUnify.

    To summarize, knowledgebase migration from classic to lightning would mean: all existing knowledge types would be removed and new single knowledgebase type would be added in Salesforce objects list of SearchUnify.

    Once the migration from classic to lightning is complete. Following steps would be required to follow in SearchUnify.

    Important Note: Please take a screenshot of keyword tuning which has already been setup on all search clients for the reference. Because if ids would change on migration then we would have to re-setup keyword tuning.

    3. Steps required in Salesforce Pre-Migration

    Following step has to be taken before you start migrating your classic knowledge to lightning knowledge in Salesforce:

    Restore Classic legacy knowledge article type fields

    If you have added any keyword based tuning on classic knowledgebase articles in SearchUnify then, following fields from legacy knowledge article types have to be migrated to the new Lightning knowledge object as well:

    1. KnowledgeArticleID
    2. VersionID
    3. ArticleNumber

    Post migration, Please share the API names for these fields in a new lightning knowledge object with the SearchUnify team to restore your keyword based tuning.

    Missing this step would mean that historical keyword based boosting will reset and has to be applied manually again.

    4. Steps required Post-Migration

    Following steps has to be taken after completing classic knowledge migration to lightning in Salesforce

    Steps from Salesforce side

    For SearchUnify version lower than Colubridae20:

    • Add a new Field called Record_Name__c in Knowledge lightning object in Salesforce. Please check the video for details. This field is required to store all record type names which can be used as facets in SearchUnify later.
    • For restoring keyword based tuning, assuming legacy fields were saved in new lightning knowledge object pre migration as mentioned above, Please provide a CSV file with Lightning KnowledgeArticleId, Classic knowledgeArticleID (migrated from legacy), Record_Name__c (created above) from knowledge__kav

    For SearchUnify version on and after Colubridae20:

    • Please provide a CSV file with Lightning KnowledgeArticleId, Classic knowledgeArticleID (migrated from legacy), recordType.name from knowledge__kav

    Steps from SearchUnify/Customer side

    Removing Classic knowledgebase dependencies

    Search Clients
    Note: Please take a screenshot of configuration so that you can keep a note of which fields were set as searchable, filterable, formula, exclude respectively.

    From the search client configuration screen, all the classic articles objects would be unchecked. Please refer to screenshot:

    Content source
    Note: Please take a screenshot of fields which have already been chosen for any classic article object before removing.
    Delete all the classic article types objects from the content source configuration that ends with __kav.

    Refer to the screenshot below:

    Add Lightning knowledge base object
    After migrating to Lightning knowledgebase, only one object will be available to process all data. This Knowledge Article object ( API name: knowledge__kav) would be added in the content source. Please refer to the screenshot below for adding the lightning knowledge object.

    Add fields in Newly created lightning object in above step

    For SearchUnify version lower than Colubridae20:
    Choose the field containing all the record types called “Record_Name__C”(created above post migration). Along with that add all the relevant fields which were crawled previously.

    For SearchUnify version on and after Colubridae20:
    Have to add this field manually, you won’t see this field in drop-down to select.

    Add the field containing all the record types recordType.name(case sensitive). Along with that add all the relevant fields which were crawled previously.

    Crawl newly added Knowledge Base object
    Once field configuration is complete in the above step, a newly added object would be crawled to get the relevant articles in SearchUnify.

    Update all Search clients to use newly added lightning knowledge object

    Add new object in content source tab of Search Clients
    After Content source configuration, it’d be required to configure that newly added knowledge object to all search clients.

    Update searchable, filterable, formula, exclude fields and share results options
    As per the “Notes” screenshots taken before would help to configure the fields as searchable, filterable, formulas, exclude in search client configuration. Also, enable the share results options in Console Search Client as per need. In all(Console, Internal and Lightning Community) Search Client configuration, “Record Name” field would be set-up as facet because it would contain all the knowledge record types now.

    Update target links
    Change base href for the newly added knowledge object for all search clients from the admin panel itself.

    5. Restore keyword based tuning

    SearchUnify would run the script to restore all the keyword based tuning settings.

    6. Change in Data Sources in the SU Case deflection Form component (Optional)

    Do the following change only if you had added classic knowledge objects in the case form design attribute called “Data Sources”.

    Change the “data sources” values under design attributes of the custom case form created by the SU team. Replace classic knowledge objects with a lightning knowledge object.

    7. Impact on permissions

    Earlier the permissions were handled by giving access to specific article objects to specific profiles.
    Now after lightning migration, there would be a single object but multiple record types. Hence the customer would have to create permissions sets defining which profile shall have access to specific record type(s). There would be a manual effort to hard code these permissions from the SearchUnify side.


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