Answered

Migrating SalesForce articles into Intercom

  • 14 December 2023
  • 3 replies
  • 130 views
S

Has anyone been able to do this successfully? If so how? 

I have a lot of screen shots in my articles that I am not able to copy over to the Intercom articles easily.

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Best answer by bernice 5 January 2024, 13:14

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bernice
Userlevel 4
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Hey Sandra! Bernice here from the Support Engineering team at Intercom🔧

There is currently no native way to migrate articles from Salesforce to Intercom, but a workaround for this would be to use the Intercom REST API to create new articles on Intercom - you can follow these steps to achieve this:
​
1. Use the Articles API endpoint to create a new article. The endpoint is: https://api.intercom.io/articles
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2. In the body of the article, HTML is supported and you can add your screenshots using an <img> tag with the image URL as the src attribute. Make sure the image source is a complete URL (e.g., https://example.io/image.jpeg) and the file is publicly accessible. Supported file types are PNG, JPEG, SVG, and GIF.
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Example HTML:
​<img src="https://example.io/image.jpeg" alt="Description of the image"><br>
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3. It's recommended to include a description of your image with an alt attribute for accessibility and SEO benefits.
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For more details on using the Articles API, refer to the Intercom API documentation.

Bernice | Customer Support Engineer
S

Bernice, Thank you for responding to my inquiry but that is a very cumbersome workflow to upload 1000+ articles with embedded screen shots. I was just looking for an easy way to upload it without having to save each screen shot with this step - tag with the image URL as the src attribute. Make sure the image source is a complete URL (e.g., https://example.io/image.jpeg) and the file is publicly accessible. 

T
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Hi @Sandra D'Cruz 

 

Another solution is to use a third-party migration tool like Help Desk Migration, which supports migrating from Salesforce Service Cloud to Intercom. This tool can export all your Knowledge Base records, including articles, folders, categories, and inline images, to Intercom.

If you have content translations in your Salesforce Help Center, you can transfer them as well. Ensure you set up the same languages in Intercom first, as Help Desk Migration transfers only the main language by default.

To preserve internal linking between articles, request additional customization.

You can run a free demo to see how Help Desk Migration transfers 20 random articles to Intercom, or try a demo with custom data to import specific article IDs.

 

Best of luck with your Salesforce to Intercom migration!

 

Tetiana Belevska, Marketing Manager at a SaaS company

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