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Sumo and the Salesforce Knowledge Base
Sumo and the Salesforce Knowledge Base
Updated over a week ago

Sumo is able to work on the Salesforce Knowledge Base despite the fact that it is very limited in terms of triggers and workflow.

It is a two-step process to set up Sumo to work on your Knowledge Base

  1. Allow Base Behaviours to run on Knowledge Base Objects

  2. Set up Scheduled Base Behaviours

Allow Base Behaviours to run on Knowledge Base Objects

The list of objects that Sumo can use for Base Behaviours is controlled through a Custom Setting that is part of the Sumo managed package. For standard and custom objects we provide a simple UI that allows an administrator to add and remove objects, however, the Knowledge Base objects are not standard and so we have provided a Public Class that you can use to add and remove the appropriate custom settings.

Please execute the following code (can be done from the Developer Console):

success.SuMoObjectSettings settings = success.SuMoObjectSettings.getInstance();
settings.activate('Knowledge');
settings.activate('KnowledgeArticle');
settings.activate('KnowledgeArticleVersion');
settings.activate('CaseArticle');

Set up Scheduled Base Behaviours

Knowledge Article Creation

Using the Scheduled Base Behaviour method we can use the KnowledgeArticle object, setting the recipient to the Created By user, the frequency to once a day and setting the criteria to Created Date of YESTERDAY

Knowledge Article Published

This scenario is a refinement of Knowledge Article Creation and we can use the KnowledgeArticleVersion object, setting the recipient to the Last Modified By user, the frequency to once a day and setting the criteria to Published Status = 'Online', and Last Published Date of YESTERDAY

You have to use the KnowledgeArticleVersion rather than KnowledgeArticle for this use case

Articles attached to cases

This scenario is very useful when identifying users who have leveraged the knowledgebase and attached articles to the case.

We are using the CaseArticle object. setting the recipient to the Created By user, the frequency 1 once a day and setting the criteria to Created Date of YESTERDAY

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