I did try again and unfortunately it is still not working for us. We are having some issues going through our third party solutions provider and getting a support ticket open with Genesys Cloud.
Original Message:
Sent: 12-02-2024 17:41
From: Brian Jones
Subject: Salesforce Knowledge Connect not syncing
FYI @Mic Billingsley - Genesys Support just finished partnering with Salesforce to put in a fix for this week's release that has solved my sync issues. Have you tried again recently?
They plan to share exactly what the issue was, but no modifications were required on our part.
------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 11-12-2024 11:08
From: Mic Billingsley
Subject: Salesforce Knowledge Connect not syncing
@Brian Jones This is the only information I get when I hover over the sync failed prompt
Under "Activity" it says the sync was successful, but it definitely wasn't
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Mic Billingsley
Telecommunications Specialist, IT
Original Message:
Sent: 11-11-2024 16:06
From: Brian Jones
Subject: Salesforce Knowledge Connect not syncing
Sounds good @Mic Billingsley. Did you hover over the red Sync Failed text to see what the failure reason is? If it's the same as mine, here's what I just got back from Genesys Support (also notice the part about there being backend platform logs they look at given the network/console logs weren't helpful in this situation):
--------------------------------------------------------------------------------------------------------------------
Thank you for your patience and for your quick response. I found these logs on our backend:
level:"ERROR",
message:"Error
executing ImageProcessor: Error: Image
https://ascensioncrm.my.salesforce.com/services/data/v56.0/sobjects/knowledge__kav/null/richTextImageFields/Content__c/null
cannot be downloaded",
level:"ERROR",
message:"download.failure:
Image
We were able to find these errors in the Genesys platform logs. We did review the console and network logs for good measure but did not find anything. You are on the right track that because this is more of a server level process that occurs in the background, we're not really going to capture much on client side logging. I am taking steps with my team to make sure everyone is aware of this. Unfortunately, looking at the logging, I cannot find anything showing what articles are actually causing the failure. The only thing we can see is the actual URI the sync is targeting. I'll see if we can dig into this on our side and see if there's anything more we can provide you that will help you narrow things down.
I can confirm, however, that our dev team is working on tightening up the sync process so it will not fail the entire sync outright if certain errors are encountered (as they tend not to be fatal ones). I cannot confirm unfortunately when this work will be done, but I can confirm that we're aware of it and we are taking steps to correct it and make the process more resilient and less failure-prone.
We may have to request more info from our dev team on this. We'll follow up when we have more to share.
------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 11-11-2024 15:26
From: Mic Billingsley
Subject: Salesforce Knowledge Connect not syncing
Hi @Brian Jones, we are still having this issue. We had a delay between the original issue and submitting a support ticket due to other fires that needed to be put out. We did ultimately open a ticket with our third party partner. Before opening a support ticket with Genesys, they are clarifying several of our settings on the Salesforce side. I will keep you updated on what comes of it!
------------------------------
Mic Billingsley
Telecommunications Specialist, IT
Original Message:
Sent: 11-08-2024 13:25
From: Brian Jones
Subject: Salesforce Knowledge Connect not syncing
@Angus Huckle - Good point. I submitted feedback as soon as I got the survey.
@Mic Billingsley - Not sure if you're still having issues with the Salesforce Knowledge Connector or not, but if you are, what error do (or did) you get when you hover over the Sync Failed message. Below is what ours is showing now that we're trying to sync our production articles.
What we're finding is the Connector doesn't like the existing articles and craps out without syncing any of them. It only likes those that are created new--which is odd and seems to defeat the purposes of this integration. Links and images do not appear to be an issue given we can replicate the existing articles with all the goodies and they sync fine in our lower environment.
Of course without adequate documentation or support, we're left testing all kinds of methods/theories to see if we're going to need to recreate each of our Salesforce KB articles so they finally sync.
------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 10-31-2024 16:04
From: Angus Huckle
Subject: Salesforce Knowledge Connect not syncing
Hopefully, support will ask you to rate their service, and you can respond accordingly.
------------------------------
Angus Huckle
Procurement
Original Message:
Sent: 10-31-2024 15:56
From: Brian Jones
Subject: Salesforce Knowledge Connect not syncing
Thanks @Cameron Tomlin. It will be interesting to see what, if anything, they add for both Connectors. I only say that because my Case was just closed stating the following:
"You may check with Salesforce regarding the permission set. Since it is a third party vendor's permission requirements, we cannot provide a documentation for it unfortunately. We have the permission set required for Genesys Users. For Salesforce users, they need to check with the vendor."
The irony in Support's response is that they DO provide that information for all their other Salesforce integrations (see https://help.mypurecloud.com/articles/about-genesys-cloud-for-salesforce/ & https://help.mypurecloud.com/articles/about-cx-cloud-from-genesys-and-salesforce/). So with that in mind, the Genesys developers had to know how (or worked with someone who had the access) to provision a Salesforce & ServiceNow account (that's not a System Admin account in those systems) not only to get the access needed to retrieve the KB articles from SF/SN, but also to fully test it.
So in order for us to finally put this to rest, I spent hours with our Salesforce administration team having them modify the permissions assigned to the API-Only Minimum Access user account they provided me to get it to work. Exactly what they changed, I can't exactly tell you though. Unfortunately, I presume we'll have to do the same thing with the ServiceNow Connector next.
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Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 10-23-2024 10:57
From: Cam Tomlin
Subject: Salesforce Knowledge Connect not syncing
Hello Angus,
I have submitted the request for documentation improvement for yours and Brian's requests, just to get the process started.
Cheers,
------------------------------
Cam
Online Community Manager/Moderator
Original Message:
Sent: 10-22-2024 22:48
From: Angus Huckle
Subject: Salesforce Knowledge Connect not syncing
- The documentation provides no details on what is required on the ServiceNow side.
I've not got very far trying to get this working because when I try to setup the ServiceNow details in Genesys, it has a regex limitation forcing the ServiceNow URL to be a set format. The ServiceNow instance I have is hosted not in the ServiceNow cloud. I know I can connect to it from AWS, but this regex limitation means I cannot enter the custom domain we have. This regex requirement is not documented anywhere.
- What versions of ServiceNow are supported?
- What are the minimum permissions required on the ServiceNow side?
- Any specific settings for the ServiceNow KB (I see people have had issues if the language differs to that in Genesys)
I might have more to add, but the regex means I can't test.
------------------------------
Angus Huckle
Procurement
Original Message:
Sent: 10-22-2024 10:08
From: Cam Tomlin
Subject: Salesforce Knowledge Connect not syncing
Awesome! Thank you. I will add those to the request. I want to wait to get feedback from Vaun and Angus as well.
Cheers,
------------------------------
Cam
Online Community Manager/Moderator
Original Message:
Sent: 10-22-2024 09:59
From: Brian Jones
Subject: Salesforce Knowledge Connect not syncing
Correct @Cameron Tomlin. You can start with my feedback back in post #7.
------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 10-22-2024 09:30
From: Cam Tomlin
Subject: Salesforce Knowledge Connect not syncing
Hello Brian and @Vaun McCarthy and @Angus Huckle,
I am building a request to the documentation team. I would like to get more information from you to see how we can improve this documentation better for our customers.
To double check we are on the same page you are referring to this documentation here: Salesforce Knowledge connect
Cheers,
------------------------------
Cam
Online Community Manager/Moderator
Original Message:
Sent: 10-22-2024 06:09
From: Brian Jones
Subject: Salesforce Knowledge Connect not syncing
You both are spot on. I also presume the lack of more robust documentation (which is initially harvested from the Developers) is because our issues didn't come up during public "Beta Testing".
To further underscore Vaun's point, these types of Cases ultimately end up going to those same Developers, who [rightfully so] are busy working on the next set of features. So here are customers like me, almost 30 days later, with no resolution nor idea when Dev will be done reviewing my logs or what they found. Just waiting on the infamous response "can you provide more logs" 🤪😵💫
And yes, that's me laughing crazily because 1) (as is implied with the basic Resource Center documentation) I feel like this feature shouldn't be this difficult to implement and is [automagically] working for majority of the rest of the Community. And 2) my next step is to integrate with our ServiceNow Knowledge (*eye starts twitching*).
------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology
Original Message:
Sent: 10-22-2024 02:07
From: Vaun McCarthy
Subject: Salesforce Knowledge Connect not syncing
I concur. The problem with raising a case like these to Genesys Care is 99% of the time that team consult the Resource Centre as well, maybe assuming we haven't already done that. So given most of them have had little to no exposure to new products or features like this that come out, when there's also scant information on the resource centre we end up stuck in limbo and cases go nowhere. If we're expected to raise a case to support for new functionality that comes out, then can we please ensure that care team are empowered and upskilled on these new products - and that resource centre material has been fully fleshed out (and peer reviewed :)).
------------------------------
Vaun McCarthy
Original Message:
Sent: 10-21-2024 16:18
From: Angus Huckle
Subject: Salesforce Knowledge Connect not syncing
As soon as this connector came out, it was clear the documentation on what is required was lacking (to say the least).
I've asked questions on the announcement thread and been ignored.
Why can't you document what is required on the Salesforce side?
Why is there a regex requirement on the Salesforce URL?
------------------------------
Angus Huckle
Procurement
Original Message:
Sent: 10-07-2024 11:56
From: Kevin Haselhuhn
Subject: Salesforce Knowledge Connect not syncing
Hi @Vaun McCarthy:
My name is Kevin Haselhuhn, and if you can provide me the case number I can help with this case. What I wanted to do is to check if there was an existing escalation on the case and the current status of it.
Thank you in advance!
Kevin Haselhuhn
Sr. Director, Genesys Product Support
------------------------------
Kevin Haselhuhn
Genesys - Employees
Original Message:
Sent: 10-05-2024 18:27
From: Vaun McCarthy
Subject: Salesforce Knowledge Connect not syncing
What was the outcome of this? I've had an open case for exactly the same issue for about 3 weeks now with no progress at all coming from the support team
------------------------------
Vaun McCarthy
Original Message:
Sent: 09-24-2024 11:56
From: Mic Billingsley
Subject: Salesforce Knowledge Connect not syncing
Hi all!
My org is trying to integrate the Salesforce Knowledge Connect to import our knowledge base articles from Salesforce to our Genesys Cloud CX instance. The end goal is to use these articles with the voice bot for troubleshooting with customers. Unfortunately when we sync the integration source (Salesforce Knowledge Connect), the status says "sync failed." The activity tab shows the type as "export" and the status says "completed." When I click for more details on the latest sync, the summary says, "There were no articles for export."
The integration shows "configured" and on the Salesforce side we can see the API being accessed successfully every time the sync runs.
Why is this connector trying to export articles versus import them? Why can't we view the knowledge base articles in Genesys Cloud after syncing?
#API/Integrations
------------------------------
Mic Billingsley
Vizio Incorporated
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