Configure Article Fields

Knowledge:Bridge sets the following Knowledge Article fields by default:

• Article Title

• Article Summary

• URL Name

• Channels

• Article Content

It is possible to optionally let Confluence users populate other Knowledge Article standard or custom fields by defining a Global or Knowledge Action in Salesforce (by a Salesforce Administrator) that may be selected in the “Configure Article Fields“ tab in the Space settings for Knowledge:Bridge.

Configure Article Fields

Article Fields and layout can be defined in Salesforce as a Global Action or Knowledge Action.

Use Global Action to let Confluence users populate fields only the first time the page is being published (can not be edited from Confluence after page is published).

Use Knowledge Action to let Confluence users to set fields when publishing the page to Salesforce for the first time (fields are populated immediately after a Knowledge Article is created) but also let them update the fields via “Update Metadata“ or “Bulk publish” options.

Note it is also possible to use both, in this scenario fields defined in Global Action will be used for creating the Article and fields defined in Knowledge Action will be used for update.

We recommend using Global Action only in the following scenarios:

• Knowledge Article has custom required fields in the Knowledge Article Layout in Salesforce (and so if those fields are not populated at creation time then it is an error)

• You are using Knowledge Action but want to define a different set of fields that can be populated when publishing the page for the first time only.

For all other use cases we recommend using Knowledge Action.

Article Fields via Global Action

In Salesforce go to Setup → Global Actions → New Action and select “Create a Record” for Knowledge object, set a label and name but make sure the name field starts with the “KB_“ prefix. Record type selection is required (different than --Master--) if there are records types defined for Knowledge object.

Save and next add the Knowledge fields that Confluence users may populate (note Title and URL Name are required and should not be removed from the layout). It is also possible to set other fields as required by editing the field properties (in the example below we set “Product“ as required). Save the layout.

In Confluence, go to the Space Settings → Knowledge:Bridge → Configure Article Fields, select the Global action created previously and save.

After saving when a Confluence user tries to publish a page the global action fields will be presented to the user

Article Fields via Knowledge Action

In Salesforce go to Setup → Object Manager → Knowledge → Buttons, Links, and Actions → New Action and select “Update a Record”, set a label and name but make sure the name field starts with the “KB_“ prefix.

Save and next add the Knowledge fields that Confluence users may populate (Title and URL Name can be removed from the layout, also make sure Body/Content field is NOT added). It is possible to set fields as required by editing the field properties (in the example below we set “Product“ as required). Save the layout.

In Confluence, go to the Space Settings → Knowledge:Bridge → Configure Article Fields, select the Knowledge Action created previously and save.

After saving when a Confluence user tries to publish a page for the first time the Knowledge Action fields will be presented to the user

For updating Article fields go to Update Salesforce Metadata → Article Fields

Supported Field Types

Considerations

• When publishing via global action, Channels are not available for selection by default, each channel checkbox need to be added to the global action layout if needed.

• Default channels configured in Knowledge:Bridge space settings does not apply for pages published via global action, or pages published via Knowledge action when there are at least one channel checkbox in the knowledge action layout.

• Title, URL Name and Body Article fields are always set by Knowledge:Bridge and can not be populated/modified via Global or Knowledge actions.

• Field dependencies are not supported (dependent picklists)