Vlocity Facts #46 || Omniscript to Display Knowledge Article.

We'll be configuring a simple omniscript step that incorporates Salesforce Knowledge.
Before starting the steps, in your org you need to have knowledge articles created and published. 

Configuring OmniScript
1. Create a New OmniScript:

  • Navigate to OmniStudio in Salesforce.
  • Under OmniScripts, click New to create a new OmniScript.
  • Name your OmniScript and configure its basic details, such as the type and sub-type (choose "OmniScript" for most use cases).

2. Add a Step for Salesforce Knowledge:

  • Once the OmniScript is created, open it in the OmniScript Designer.
  • Add a New Step by clicking the + button in the Steps panel.
  • Navigate to "Step" Properties.
  • Select the Salesforce Knowledge step to display Knowledge articles or data.
In above screenshot you can see Language, Publish Status, Keyword, Data Category Criteria, Record Type Filter.

Language: You can select the language based on the user experience while configuring.
Publish Status: You should mention "Online" to display the published articles only.
Keyword, Data Category Criteria, Record Type Filter, these fields are used to filter the records.
[How to use keyword will let you know in other posts]

3. Setup Configuration of the omniscript:
  • Navigate to the setup of Omniscript and scroll down till you find Knowledge Options.
  • Configure the fields by seeing the below screen shot.
    Field API Name: What are the fields of knowledge Article Record you are willing to display in omniscript step.
    Article/Record Type API Name: It is used to filter based on the record types of the knowledge Object.
    Lightning Knowledge Object API Name: Here we need to give the Knowledge Object API Name - Knowledge_Kav
    Label: To display on the screen
Once Every thing was configured you can preview the omniscript.

To get few results you can enter the keyword in double quotes and you can see the label which we have mention while we are configuring in step 3.

You can click on those icons to view the knowledge article in omniscript.
I have used Title, Question, Answer, URL to display in 3rd step while we are configuring we can add more fields for displaying.





Comments

Post a Comment

Popular posts from this blog

Vlocity Facts #01 | OmniStudio DataRaptors

DataRaptor is a mapping tool that  you can use to read, transform, and write Salesforce data. For Example. In each interaction with a digital customer  or business process, the system needs to extract the data in order to display it. If the user modifies this data or enters new data, they also need to be saved. This is where we use OmniStudio DataRaptors.  Where to use DataRaptors? Retrieving Data:   OmniScript calls  DataRaptor Extract (via the integration procedure) to read the data from Salesforce. For example, OmniScript editing an account should display data such as account name, phone number, website, and so on. Manipulating data: OmniScript captures modified and new data based on user input. For example, an agent changes the  phone number of an account. Save Data:   OmniScript calls DataRaptor Load (via the integration procedure) to write the data back to Salesforce. For example, the updated account phone number is saved back to the Account rec...
Read more

Vlocity Facts #34 || Getting the details from the URL in a FlexCard and an Omniscript

Image
 1.The parameters in the URL must be in the format c__Node, followed by their values, in order to extract the parameters from the URL. For example: If you need to show different layout or different set of actions for community users and salesforces users you can pass different parameters in URL. For Community Portal Pass Community or any other reference value in ' c__Type '. https://salesforce.lightning.force.com/lightning/cmp/ omnistudio__vlocityLWCOmniWrapper?c__target=c%3ApHXTestFlexCard&c__tabIcon=custom%3Acustom18& c__Type =Community  For Salesforce Users Pass Salesforce or any other reference value in ' c__Type '. https://salesforce.lightning.force.com/lightning/cmp/ omnistudio__vlocityLWCOmniWrapper?c__target=c%3ApHXTestFlexCard&c__tabIcon=custom%3Acustom18& c__Type =Salesforce  2. We can get the value as {Params.c__Parameter} from the FlexCard and we can execute different actions based on the input. 3. From the omniscript,  we can retrieve ...
Read more

Vlocity Facts #44 || Communication between Omniscript and Flexcard [Pub/Sub]

Image
Flexcards have the ability to trigger and listen to two kinds of events: Custom and Pubsub events . Custom Events: Facilitate the transmission of information between a child and its parent. This can occur between a child Flexcard and its parent Flexcard, or between an element and the Flexcard to which it belongs. Pubsub Events: Allows communication between two separate components. This could occur between two separate Flexcards on the same Lightning page, known as sibling Flexcards, or between a Flexcard and an Omniscript.  In this post I will discuss about Pub/Sub event. Consider we have omniscript and flexcard individually on home page when an update happens we need to show those details in flexcard. To achieve this we can use pub/sub event. Step 1: Create a omniscript according to your requirement. I'm trying to create Contact record by using Step element and data raptor post action. Now to trigger the flexcard we need to configure the messaging frame work when an update happen...
Read more