Recover lost data when you restore deleted or corrupted knowledge articles. Find discrepancies by comparing article versions and then restoring specific articles to help maintain continuity and knowledge integrity within your organization.
- In the service where the knowledge article has been backed up, go to the Backup History tab, and select the last successful backup. The table of backed up Salesforce objects appears.
- Find the record for Knowledge kavs objects, and review the number of records that were backed up, and compare this with the number of Knowledge kavs from the previous backup.
- Perform a Compare job.
- As with any Compare job, select the Service, the Object, and the 2 backup dates to compare backups.
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Click Compare.
The Salesforce Object Compare job begins. The output displays the Smart Object Compare Report. In the output report table, you can see how many knowledge_kav objects have been removed, changed, or added, between the 2 backups that were compared.
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Click on the Knowledge_kav link in the Object column, to see details about the
discrepancies between the two backups that pertain to Knowledge_kav objects.
The Compare Object Differences screen appears, displaying a table with details on the knowledge_kav objects that were deleted (pink background), added (green background), and changed (yellow background).
- To restore a knowledge_kav object that has been corrupted (either deleted or changed), you can check the checkbox for the specific knowledge_kav object, or you can go back to the previous screen Smart Object Compare Report, select the object, and click the Restore icon.
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A confirmation message appears, prompting you to preview the knowledge_kav object version,
before you commit to restoring the previous draft version.
Note When restoring a draft version, the existing draft version (of the same language) is overwritten. -
Click Preview Restore.
The pre-process of the Restore job will begin. This may take some time. The Restore job progress screen appears, with a progress bar.
- The Restore job progress screen also provides you with a checklist of items that must be done, in order to adapt your destination environment for this job. Perform the tasks outlined in this screen.
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Check the checkbox I have adapted my destination environment for this job, and then click
Resume Job.
The object Restore job will begin. This may take some time. When the Restore job is finished, the Restore Completed page appears.
The Restore completed screen, displays a summary, and enables you to download CSV and ZIP files of the Bulk API operation log of the restore job.
Note Only knowledge_kav objects are supported (restorable). If you attempt to restore knowledge objects that are not supported, the attempt will fail, and a message appears notifying the reason for the restore failure.