Migrate a Koa or Kokua Site to a New Template

Migration Options

Because your Koa and Kokua sites aren't using the latest Lightning technology, we recommend creating a new site. A new site reflects the most recent innovations and features.

You can choose to migrate your site using the Change Template button from Workspaces | Administration. If you do, the migrated version won’t reflect all the innovations made to the product.

To determine which template is right for your use case, check out Which Experience Cloud Template Should I Use?. Also think about what you envision for the future. If your use case is strictly a help forum, consider using the Help Center template. Otherwise, consider the Customer Account Portal as an option.

Your Koa or Kokua site allows you to expose your Salesforce Knowledge implementation to the world while giving users the chance to file cases. The Customer Service template lets you do both. But it also lets you do other things, such as add Chat capabilities or the potential for customers to edit their cases. If the Customer Service template’s extra features are more than you need, you can remove unnecessary pages and components.

Filtering in Searches

Koa and Kokua searches allow users to filter by article type and category. These filtering options are only available in the Koa and Kokua templates. However, you can scope searches to specific topics and see all articles associated with that topic. You can also look for search components created by trusted Salesforce partners and distributed via AppExchange.

Data Categories Versus Topics

Your Koa or Koa site uses your Salesforce Knowledge setup and data categories to organize content. The Customer Service template also uses Salesforce Knowledge in the back end to organize content, but in the site, content is organized using topics. You can map the articles in your data categories to topics in a site.

To map articles to topics automatically:

1. Select Experience Workspaces | Content Targeting | Automatic Topic Assignment.
2. Enable Automatic Topic Assignment.
3. Map topics to data category groups and data categories. You can choose to add the topics to all existing articles and articles added in the future.

You can map your exact hierarchy from data categories to topics, up to eight levels of depth.

Data Category Permissions

Thoroughly check the data category permissions for all profiles accessing your newly built site. If you add new profiles and users to your site, check that all the articles’ data categories are set to the right permissions for your users. In particular, check the permission on the guest user profile for each site.

Viewing Articles

The Article Listview and Article Home components are only supported in the Koa and Kokua templates. Use the Top Articles by Topic component for a list view in a Customer Service community. When you click a topic in the Top Articles by Topic component, you see the topic detail page with a list of articles for that topic.

Left-Hand Navigation

Use custom themes to replicate the left-hand navigation scheme seen in the Koa and Kokua templates.

New URL

Your new site’s URL is different from your old Koa or Kokua URL. Give your customers a smooth transition from one to the next by following these steps.

1. In your Koa or Kokua site, select Workspaces | Administration.
2. Click the pencil button, and change the site’s URL.
3. Click Save.
4. In your new site, select Workspaces | Administration.
5. Click the pencil button, and change the community’s URL so that it matches your old URL.
6. To handle bookmarked articles, consider rewriting your site URLs.