Salesforce Docs Portal

Deploy the Knowledge Article Views Data Stream for Service Insights

If you have Knowledge enabled for Service, you must deploy the Knowledge Article Views data stream. After this data stream is deployed using an ingestion API connector, Data 360 captures Knowledge Article Engagement data.

Required Editions

  1. In Data Cloud, go to the Data Streams tab and click New.
  2. Under Other Sources, select Install Data Kits & Packages and click Next.
  3. Select the ServiceDK data kit, check the entry for Knowledge Article Views, then click Next.
  4. Click New Connector.
  5. Enter KA_Engagement for the Connector Name and click Save. If you don't enter KA_Engagement for the name, the deployment fails.
  6. Click Next fon the next two screens, then click Deploy. When complete, the KA_Engagement-KnowledgeArticleView data stream is visible.

If you have the Knowledge features enabled, you must deploy additional data bundles. Follow these steps for the Knowledge bundle to deploy its data streams. After completing this deployment, you've finished all the steps related to installing the data kit and setting up the Service Data. Return to Install the Service Data Kit for Service Insights to continue the setup process.