SObject Suggested Articles for Case

Syntax

URI

To return suggested articles for a case that is being created—that is, as the case title, description, and other information are being entered but before the case has been saved and assigned an ID, use vXX.X/sobjects/Case/suggestedArticles?language=article language&subject=case subject&description=case description

To return suggested articles for an existing case with an ID, use vXX.X/sobjects/Case/ID/suggestedArticles?language=article language

Available since release

30.0

Formats

JSON, XML

HTTP methods

GET

Authentication

Authorization: Bearer token

Request body

None required

Request parameters

Parameter	Description
articleTypes	Optional. Three-character ID prefixes indicating the desired article types. You can specify multiple values for this parameter in a single REST call, by repeating the parameter name for each value. For example, articleTypes=ka0&articleTypes=ka1.
categories	Optional. The name of the data category group and the data category API name (not category title) for desired articles. The syntax is categories={"Group":"Category"}. Characters in the URL might need to be encoded. For example: 1categories=%7B%22Regions%22%3A%22Asia%22%2C%22 2Products%22%3A%22Laptops%22%7D The same data category group can’t be specified more than once. However, you can specify multiple data category group and data category pairs. For example, categories={"Regions":"Asia","Products":"Laptops"}.
description	Text of the case’s description. Valid only for vXX.X/sobjects/Case/suggestedArticles?language=article language&subject=case subject&description=case description and required if subject is null. Article suggestions are based on the case’s subject, description, or both.
language	Required. Language that the article is written in.
limit	Optional. Specifies the maximum number of suggested articles to return.
publishStatus	Optional. The article’s publication status. Valid values: Draft–Not published Online–Published in Salesforce Knowledge Archived
subject	Text of the case’s subject. Valid only for vXX.X/sobjects/Case/suggestedArticles?language=article language&subject=case subject&description=case description and required if description is null. Article suggestions are based on the case’s subject, description, or both.
topics	Optional. The topic of returned articles. For example: topics=outlook&topics=email.
validationStatus	Optional. The validation status of returned articles.

Example for getting suggested articles for a case that’s being created

1curl https://yourInstance.salesforce.com/services/data/v30.0/sobjects/Case/suggestedArticles?
2language=en_US&subject=orange+banana&articleTypes=ka0&articleTypes=ka1
3 -H "Authorization: Bearer token"

Example JSON response body

1[ {
2  "attributes" : {
3    "type" : "KnowledgeArticleVersion",
4    "url" : "/services/data/v30.0/sobjects/KnowledgeArticleVersion/ka0D00000004CcQ"
5  "Id" : "ka0D00000004CcQ"
6}, {
7  "attributes" : {
8    "type" : "KnowledgeArticleVersion",
9    "url" : "/services/data/v30.0/sobjects/KnowledgeArticleVersion/ka0D00000004CXo"
10  },
11  "Id" : "ka0D00000004CXo"
12} ]

Usage

Salesforce Knowledge must be enabled in your organization. The user must have the “View Articles” permission enabled. The articles suggested include only the articles the user can access, based on the data categories and article types the user has permissions to view.

Articles are suggested based on a relevancy algorithm. The suggestedArticles resource is designed to get the IDs of articles relevant to a case. It’s intended to be used with other services that then use the IDs to get article data for display.