SObject Suggested Articles

Syntax

URI

To return suggested articles for a case, work order, or work order line item that is being created, use vXX.X/sobjects/SObject/suggestedArticles?language=article language&subject=subject&description=description. The SObject can be Case, WorkOrder, or WorkOrderLineItem. Suggestions are based on common keywords in the title, description, and other information that’s entered before the record has been saved and assigned an ID.

For example: vXX.X/sobjects/Case/suggestedArticles?language=article language&subject=subject&description=description or vXX.X/sobjects/WorkOrder/suggestedArticles?language=article language&subject=subject&description=description.

To return suggested articles for an existing record with an ID, use vXX.X/sobjects/SObject/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: 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 description. Valid only for new records without an existing ID and required if subject is null. Article suggestions are based on common keywords in the 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 subject. Valid only for new records without an existing ID and required if description is null. Article suggestions are based on common keywords in the 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

Example JSON response body

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 relevance algorithm. The suggestedArticles resource is designed to get the IDs of articles relevant to a case, work order, or work order line item. It’s intended to be used with other services that then use the IDs to get article data for display.