Lightning Knowledge Migration -Intro to the Summer ‘18 beta

Devra StruzenbergDirector, Product Management

last updated: May 22, 2018

Lightning Knowledge Migration Tool (Beta)

Contents Plan:

1. What is Lightning Knowledge? 2. What is the tool and what is it not3. Who should use it4. Steps to get to Lightning

a. Try out Lightning Knowledge in a Trial Org and make sure it has the features that you need. If it is ready for you, proceed.b. Understand Roadmap (http://lightningroadmap.com)c. Read Migration documentation to understand how to use the tool (call out important sections and why) - VERY IMPORTANTd. Try out in Sandboxe. When plan is ready from Sandbox, then plan production. f. Remember that in production, when you Accept you cannot role back!

5. Intro to the Migration Tool - watch the recordinga. Not included in Partner recording

i. Demo how to validate (using Object Manager)ii. Demo how to check APEX code

6. Final work to do to setup Lightning Knowledge - reference the documentation but remind them in the decka. Add a couple more screenshots??

7. Resourcesa. add the new community

What is Lightning Knowledge?

Lightning Knowledge

Simplified Data ModelLeverage the power of the platform

Platform Aligned FeaturesMore feature enhancements, Easier Admin

Redesigned User ExperienceConsistent, Flexible, and Configurable UI

FEATURES CLASSIC KNOWLEDGE LIGHTNING KNOWLEDGE Data Model Custom Article Types Standard Record Types

Page Layouts Fields only (no actions or related list)(Per Article Type & User Profile)

Fields + Actions + Related Lists(Per Record Type & User Profile)

Record Home Custom Record Home (static) Standard Record Home

Object Home 2 Custom Object Homes: Knowledge One & Article Management Tabs

Unified Standard Object Home with Listviews

Access & Permissions CRUD + Profile perms + Page Layouts +Custom “Article Actions” per Public Group

Standard CRUD + Profile perms + Page Layouts

Authoring Custom Article Management Tab Standard Actions (admin can control in page layout)

Search Custom Knowledge Search Standard Search - Knowledge in Global Search

File Attachment Custom File Fields (5 max) Standard Files Component

Approvals & Workflow Per Article Type Can be for all Record Types or per Record Type

Validation Rules Per Article Type Can be for all Record Types or per Record Type

ARTICLE TYPE 1

ARTICLES

ARTICLEVERSIONS &

TRANSLATIONS

ARTICLE TYPE 2

ARTICLES

ARTICLEVERSIONS &

TRANSLATIONS

ARTICLE TYPE 3

ARTICLES

ARTICLEVERSIONS &

TRANSLATIONS

ARTICLE TYPE 4

ARTICLES

ARTICLEVERSIONS &

TRANSLATIONS

… max 100 Article Types

ABSTRACT ENTITY (PLATFORM FEATURES ONLY HERE IF WE ADD THEM)

CLASSIC UI

Classic Data Model

CLASSIC UI

Lightning KB Data Model LIGHTNING UI

ARTICLES

ARTICLE VERSIONS & TRANSLATIONS

KNOWLEDGE

+record types

22K IdeaExchange points were retired in the Spring ‘17 release

with Lightning Knowledge!

Files Moved to Files Object

Article Actions with Public Groups moved to Permissions

LIGHTNING - USER PROFILE APP

PERMISSIONS

CLASSIC - ARTICLE ACTIONS

WITH PUBLIC GROUPS

Admin must adjust

manually after Lightning

Knowledge is enabled.

Perms are not changed

via the Migration Tool.

Key Knowledge Features #onlyinlightning

Single Knowledge Tab (can rename)

Listviews

Record Types

Change Record Types

Favorites

Page Layouts (actions, related lists)

Standard Files Object & related list

Files: more than 5 files per article

Files: larger files & file names

Drag & drop files

Assign Draft Article to Queue

Configurable Record Home (App Builder)

Customize article formatting by profile

Record Home components

Search in Global Search (w/ Advanced)

Search archived articles

Lightning Knowledge Setup Flow

View individual user's draft queue

Share fields across Record Types

Channel fields can be optional to view

Change votes

Assignment fields from drafts in reports and lists

Knowledge Component on chat transcript record

Hover on Search Results

How to try out Lightning Knowledge & Lightning Servicehttps://www.salesforce.com/form/signup/freetrial-service-ee/

1. Pre-configured Lightning Service org

2. Includes Console, Case, Knowledge, Social, Setup Flows

3. Sample Data included for easy Trial experience

Migration Overview

What does the Lightning Knowledge Migration Tool do?

Creates a new Knowledge Object Creates Record Types from Article TypesMaps fields from Article Types to new object Moves Articles and related records Mass assigns Record Types to ArticlesMoves Files from File Fields to the Files Related ListMoves Article Feed Posts Moves Smart Links Enables Lightning Knowledge

For Orgs with more than 1 Article Type

What does the Lightning Knowledge Migration Tool do?

● Creates a Record Type from the Article Type● Mass assigns Record Types to Articles● Moves Files from File Fields to the Files

Related List● Enables Lightning Knowledge

NOTE: There is no undo for migration on a single Article Type org, so only use the migration tool for an org with 1 Article Type when you are ready to enable Lightning Knowledge. You cannot disable Lightning Knowledge once enabled.

For Orgs with only 1 Article Type

What does the Lightning Knowledge Migration Tool NOT do?

Migrate Articles between Orgs

Migrate Articles from Solutions to Knowledge

Import new Articles to an Org

Export Articles

DEMO

In Summer 18, there is a perm that is Product Manager controlled to enable the Migration Tool. Once enabled, it can be accessed in

Setup (in Lightning Only). Only an admin can access this setup node.

Accept Terms of Service to begin

Migration. This will log who started and accepted the terms.

Also, a link to the documentation is

provided here.

It is EXTREMELY IMPORTANT that

this documentation is read before

running the migration to

understand how to prepare, run,

validation, and finish the migration.

This screen shows which Article Type objects will be

migrated to the new consolidated Knowledge object. It also shows how many custom fields there are in each of the Article Type objects to migrate.

On this screen, the Org Admin can choose to map fields with the same Field Type and content together so that there will only be 1

field in the new object. For example, if there is a Question field in the FAQ Article

Type and a Question field in the Issue Article Type, the Admin can map one to the

other so that there is only one Question field in the new Lightning Knowledge

Object. The new fields will have the Article Type name appended to the Field name in the API name in the new object. This can

be renamed after migration if needed.

Consolidating fields is not required if the org wants to have separate fields to use

with each Record Type in the new Knowledge object (for example, if they

need different field level security), however all rich text fields count towards the total Rich Text Area character limit of 1.6M

characters per object so we recommend consolidating fields that contain the same

structured content when possible.

Note: When mapping Picklist fields together, they must have the same values

including inactive values.

If the org has File Fields in Classic, we will migrate them to the Files

object in Lightning. Files attached to an article will appear in the Files

related list on the Article. This screen explains to the Admin that

the Files will be migrated.

There is a progress screen that shows when the Migration is kicked off. The user must refresh

the browser to see the page update.

When the data is done migrating, this screen shows how many of the

records migrated successfully for each object. This gives the admin a chance to decide when to switch the

org from Classic Knowledge to Lightning at a time that they are

ready to do validation on the migrated fields.

When ready, click Next and the Classic Article Types will be

deactivated and the new object will be activated. There will be another

chance to roll back.

This is the final stage of the migration. After validating

the results and verifying that all integrations and

customizations are pointing to the new object, the org

admin can Accept and finalize the migration. When

the migration is Accepted, the old Article Types are

deleted. If the admin cancels the migration, the new Knowledge Object is deleted and the old Article

Types are reactivated.

NOTE: ONCE THE MIGRATION IS ACCEPTED, IT CANNOT BE UNDONE.

ACCEPT CAREFULLY.

MIGRATION PATH

1. (Salesforce) - Enable the Betaa. Customers are nominated to the beta by their Success Manager

b. Onboarding is not immediate. We are onboarding customers in batches with PM Approval.

2. Prep for Migration in Sandboxa. Read the migration tool documentation - This is very important.

b. Setup one or more sandbox to use for migration (make sure all necessary features included)

i. Full copy sandbox recommended (otherwise data corruption affects migration)

ii. Must be Summer 18 sandbox

c. Prep field mapping in advance

d. Validate that the Rich Text Field size max character limit (1.6M) will not be exceeded in new object

Migration Preparation

1. Remove user create/edit/delete access to Knowledge in the Sandbox before migration

2. Run migration tool in Sandbox

3. Validate results (review suggestions for validation in documentation)

4. Identify changes that need to be made in productiona. APEX class references

b. Integrations: custom integrations, communities, websites, mobile apps

c. Setup

5. Document your plan for Production

a. Note all steps and lessons learned to make Production run go more smoothly

b. Track all customizations that need to be changed

Running/Validating the Migration (in Sandbox)

IMPORTANT RECOMMENDATIONSLightning Knowledge Migration Tool (Pilot)

1. Max character limit across Rich Text fields = 1,600,000 characters (Documentation)

2. If your combined fields will exceed this limit, follow these steps before starting migration:

a. Consolidate fields from multiple Articles Types that don't need to be duplicated in new object

b. Reduce character limit in some rich text fields (Some of your existing fields may have been set to

the maximum character limit when created, but may not need to be that large)

i. Reduce the size on some Rich Text fields to be able to meet the maximum number of characters across

all Rich Text Area fields that will exist in the final consolidated object (keep in mind field consolidation).

ii. When you reduce the character limit, you will receive a warning if any of your existing articles have more

data than the new limit will allow. Proceed if there are no conflicts. Change the limit back to a higher

character limit if the change would affect existing Articles so that you don’t lose data.

Maximum Rich Text Field Character Limit

1. Consolidate Fields where possible

a. Fields can map if they are the same field type

b. Fields that have the same purpose can consolidate to one field in the new object

i. For example, if I have a field called "Question" in 3 different Article Types, I probably only need one that

can be reused in the combined new Object.

ii. This is important to help make it easier to admin your Object (to know which field to use for what on Page

Layouts, validation rules, reports, etc).

c. Consider how you will use them:

i. If you have different use cases per Article Type, keep them separate. For example, if you need to grant

different user profiles access via FLS per Record Type)

Prep Field Mapping

RESOURCES & DOCUMENTATIONLightning Knowledge Migration Tool (Beta)

Resources Available

Lightning Knowledge Migration Trailblazer Community

Lightning Knowledge Migration Overview Webinar

Lightning Knowledge Known Limitations

Knowledge Documentation Menu

Salesforce Lightning Roadmap

Lightning Knowledge Demo - Spring & Summer ‘17

Lightning Service Free Trial Org (preconfigured org)

Salesforce Knowledge Community

Summer ‘18 Release Notes

Spring ‘18 Release Notes

Winter ‘18 Release Notes

Summer ‘17 Release Notes

Spring ‘17 Release Notes

TROUBLESHOOTING

1. Documentation (provide link)

2. Review key areas

a. What won’t migrate (provide link)

b. Validation (provide link)

c. What needs to be managed afterward (provide link)

Documentation