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Knowledge Dashboard Pack for CRM Analytics

By Salesforce Labs

Report on KPIs for Lightning Knowledge

Free

Never requires payment

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Requires: Sales Cloud
Service Cloud
Platform Cloud

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Get insights on how to serve your customers the right content at the right time with Knowledge dashboards. Measure your Knowledge ROI and learn how Knowledge boosts efficiency and saves your company money.

Loved it until... It didn't work

We installed this app within our Full Sandbox to test it, and we were impressed with the data it provided. However, after refreshing our Sandbox, we encountered the same error mentioned by other users when attempting to reinstall the app. It would be great if the developer could address this issue. App construction failures. Below is the application log: * Successfully created folder [Knowledge TCRM] with id [00lDU000000SxpBYAS] * Successfully created dataset [ktcrm_Case_w_or_wo_CaseArticle]. * Successfully created dataset [ktcrm_CaseArticle]. * Successfully created dataset [ktcrm_DataCategory]. * Successfully created dataset [ktcrm_Knowledge_ApprovalProcess]. * Successfully created dataset [ktcrm_Knowledge_Articles]. * Successfully created dataset [ktcrm_Knowledge_LinkedArticles]. * Successfully created dataset [ktcrm_Knowledge_Search]. * Successfully created dataset [ktcrm_Knowledge_VersionHistory]. * Dataflow connector sync complete * Successfully created resource type [workflow], label [Knowledge TCRM ktcrm_Knowledge_Dataflow]. * Dataflow plan [0ePDU000000DBIE2A4] completed with status [Failed]. DataflowInstance 03CDU000001I9YH2A0 Failed. Something went wrong while executing the Sync_TopicAssignment node: [error category: SYSTEM]: Batch 751DU000006EfhSYAS Failed: : InvalidBatch : Failed to process query: RECORD_NOT_FOUND: The entity key prefix ka4 isn't associated with an entity type. Delete records with this entity key prefix and try again. (Retry limit reached) (02KDU000000z8pC2AQ_03CDU000001I9YH2A0) * Creating application [Knowledge TCRM] failed.

Hi @Kaleigh, Can you please create a case and share the Case ID here with me?

Issues after installation

Hello Team, would like to report that we are running into issues with installation of the package. similar to https://trailhead.salesforce.com/trailblazer-community/feed/0D54V00007YvPZW Appreciate your help in looking into this! Thanks

Is anyone facing this issue after attempting to install (in a sandbox)? Knowledge Analytics Dashboards not found Please go to "Auto-Installed Apps" in Setup and check that the "Knowledge CRMA" App is installed without errors. In Auto-Installed Apps we are getting this error - sObject type '' is not supported. If you are attempting to use a custom object, be sure to append the '__c' after the entity name. Please reference your WSDL or the describe call for the appropriate names.

Hi Bruno - it is the same that Preethi is reporting - can you please let us know if this issue has been resolved?

We are getting this error after installation - Knowledge Analytics Dashboards not found Please go to "Auto-Installed Apps" in Setup and check that the "Knowledge CRMA" App is installed without errors. In Auto-Installed Apps we are getting this error - sObject type '' is not supported. If you are attempting to use a custom object, be sure to append the '__c' after the entity name. Please reference your WSDL or the describe call for the appropriate names.

Hi Gayatri, Can you describe with more details what is the problem your'e facing? Any extra information is welcome.

Error - App construction failures.

Hello Team – I have encountered the following error in the Sandbox even after successfully completing the configuration steps outlined in the documentation. Despite attempting to uninstall and reinstall, the issue persists. I would appreciate it if you could review and provide guidance on this matter. https://appexchange.salesforce.com/image_host/35e4c5aa-a903-4ddf-bf37-f101b445d0e5.pdf App construction failures. Below is the application log: * Successfully created folder [Knowledge TCRM] with id [00lDU000000SxpBYAS] * Successfully created dataset [ktcrm_Case_w_or_wo_CaseArticle]. * Successfully created dataset [ktcrm_CaseArticle]. * Successfully created dataset [ktcrm_DataCategory]. * Successfully created dataset [ktcrm_Knowledge_ApprovalProcess]. * Successfully created dataset [ktcrm_Knowledge_Articles]. * Successfully created dataset [ktcrm_Knowledge_LinkedArticles]. * Successfully created dataset [ktcrm_Knowledge_Search]. * Successfully created dataset [ktcrm_Knowledge_VersionHistory]. * Dataflow connector sync complete * Successfully created resource type [workflow], label [Knowledge TCRM ktcrm_Knowledge_Dataflow]. * Dataflow plan [0ePDU000000DBIE2A4] completed with status [Failed]. DataflowInstance 03CDU000001I9YH2A0 Failed. Something went wrong while executing the Sync_TopicAssignment node: [error category: SYSTEM]: Batch 751DU000006EfhSYAS Failed: : InvalidBatch : Failed to process query: RECORD_NOT_FOUND: The entity key prefix ka4 isn't associated with an entity type. Delete records with this entity key prefix and try again. (Retry limit reached) (02KDU000000z8pC2AQ_03CDU000001I9YH2A0) * Creating application [Knowledge TCRM] failed. Thank you!

The prefix 'ka' refers to the Knowledge object and the number 4 to a knowledge article version (according to this https://help.salesforce.com/s/articleView?id=000385203&type=1). Did you try deleting the app and any possible topic assignment that may be referenced on Knowledge articles? (the error description recommends deleting records with entity key prefix ka4 and try again).

Unfortunately, I can't grant you the Sandbox access due to security reason. Can you help me in explaining the error and I will try to investigate from my side.

Hi Sarfaraz, Is it possible to access your sandbox to investigate? You can send me a private message with the credentials if it's ok.

Ok, Can you help me out in explaining more on this error so that I can investigate from my side. I mean any reference flow or class name etc that could be investigated Or Is there any way to read more on the error number mentioned below? Dataflow plan [0ePDU000000DDbm2AG] completed with status [Failed]. DataflowInstance 03CDU000001IM9e2AG Failed. Something went wrong while executing the Sync_TopicAssignment node: [error category: SYSTEM]: Batch 751DU000006FD6GYAW Failed: : InvalidBatch : Failed to process query: RECORD_NOT_FOUND: The entity key prefix ka4 isn't associated with an entity type. Delete records with this entity key prefix and try again. (Retry limit reached) (02KDU000000z8pC2AQ_03CDU000001IM9e2AG)

Hi Sarfaraz, Unfortunately we cannot provide a proper solution or answer to this matter as it seems to be more related to the data present in the org than to an application malfunction. However if we find any other information will let you know. Best regards.

Thank you for providing information on this matter. I have uninstalled and reinstalled the application in two different Full Sandboxes; regrettably, the same error persisted. However, when testing in a Developer Pro Sandbox, the application functioned as expected. I am uncertain whether this additional detail will contribute to gaining further insights and assisting us in resolving the issue. Appreciate a quick response on this!

Hi Sarfaraz, We were unable to reproduce the error affecting your Org. One possible workaround that we suggest you to try is to delete the app and any possible topic assignment that may be referenced on Knowledge articles (the error description recommends deleting records with entity key prefix ka4 and try again). If the latter doesn’t work we may need to ask you permission to access your Sandbox in order to troubleshoot.

Thank you for Bruno. I will wait your update on this and let me know if you need any further detail!

Hi Sarfaraz, We're going to take a look at the issue affecting you Org. Any update will be informed.

Analytics View Only Embedded App is missing

This is still not available in our org 1. Go to Setup | Company Settings | Company Information | Permission Set Licenses 2. Click on ‘Analytics View Only Embedded App’.

Issue trying to install this app

App seems to install ok, but when I review the installation I get the following error, anyone able to help? Variable values: { "KnowledgeApiName": { "sobjectName": "" }, "IncludeValidationStatus": false, "IncludeBotUsage": true, "IsMultiLanguageEnabled": true, "IsFieldHistoryEnabled": true, "isRecordTypeIdActive": true, "IsEventMonitoringEnabled": true } Failure reason: sObject type '' is not supported. If you are attempting to use a custom object, be sure to append the '__c' after the entity name. Please reference your WSDL or the describe call for the appropriate names.

Hello Robert, You have to follow the steps in the installation guide that’s available in the “More Details” tab (https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000IEUCaUAP&tab=d). After installing the Appexchange package, you also have to kickstart another installation process before being able to see the Dashboards. This has to be done by going to Setup -> Apps -> Packaging -> Installed Packages, look for the “Knowledge CRM Analytics Dashboards” Managed Package and click on the “Configure” link next to it. This will open a new window with a Configuration Page to start the installation process for the dashboards.

Missing user permissions

Hi, we are using Service Cloud with Knowledge enabled. I followed the steps from the instalation guide: Assign Permissions to the Analytics Integration User 1. Go to Setup | Users | Permission Sets 2. Click on ‘kcrma Analytics Integration User’. 3. Click on ‘Manage Assignments’ 4. Assign permission to ‘Integration User’ (Analytics Cloud Integration User). Setup Data Category Visibility for the Analytics Integration User 1. Go to Setup | Users | Permission Sets 2. Click on ‘kcrma Analytics Integration User Permission’. 3. Click on ‘Data Category Visibility’. 4. Change Category Groups Visibility to ‘All Categories’. Note: In order to display several Data Categories in an Explore Table, when one article is associated with more than one Data Category, go to Analytics → Settings and check-mark the option Enable indexing of multivalue fields in CRM Analytics. Assign Read Permission to Users 1. Go to Setup | Company Settings | Company Information | Permission Set Licenses 2. Click on ‘Analytics View Only Embedded App’. 3. Click on ‘Assign Users’ and assign to users. 4. Go to Setup | Users | Permission Sets 5. Click on ‘kcrma Knowledge CRM Analytics Dashboard User’. 6. Click on ‘Manage Assignments’ and assign to users. but it seems like we are missing permission license (‘Analytics View Only Embedded App’ listed in the installation guide) although in the description of the package it said that Knowledge license should be enough to have a view access to the dashboards. So I am a bit confused. I can't assign view permission (kcrma Knowledge CRM Analytics Dashboard User) to users since we are missing this license. The app is installed in a sandbox. Is that something you can help with?

We are running into the same issue, we have assigned CRM Analytics licenses assigned, but cannot assign the kcrma Knowledge CRM Analytics Dashboard User permission set to users.

Same Issue

Same issue. @Carolina Do you have any update regarding the changes being made? Thanks!

Some Service Cloud customers do not have the complimentary Analytics View Only Embedded App Permission Set License yet. We're working to get this provisioned to all customers by the end of June. Until then, if you do not have this license, the Dashboard Pack requires at least one CRM Analytics license.

We have same issue as mentioned above, Is there any solution/workaround on this ?

Same issue

same issue.

Auto Deleting

The 'Knowledge Analytics App' is Auto Deleting while installing itself. The message is coming like below: AutoDelete Knowledge TCRM WaveAppCreate request(Id [0UZDE000000TmF14AK]). Template API Name: kcrma_Knowledge_TCRM Template Version: Request Type: WaveAppDelete Request Status: Success Request Log: Successfully deleted application by folder [00IDE000001qPpgYAE].

Noor, First of all, if the installation fails, we make sure that the created dataflow and datasets get deleted too (that’s what the Auto-Delete action is for). Secondly, I believe that you might be confusing the concept of a Dataflow with the concept of a Dataset. The application has only one Dataflow, called “ktcrm_Knowledge_Dataflow”. The information extracted from the Dataflow is stored in 9 Datasets: “ktcrm_Knowledge_Articles”, “ktcrm_Knowledge_VersionHistory”, “ktcrm_DataCategory”, “ktcrm_CaseArticle”, “ktcrm_Knowledge_LinkedArticles”, “ktcrm_Knowledge_Search”, “ktcrm_Knowledge_ApprovalProcess”, “ktcrm_Case_w_or_wo_CaseArticle”, “ktcrm_Bot_Usage”. You can find a very helpful CRM Analytics Glossary with a more detailed explanation for the concepts of Dataflows and Datasets here: https://help.salesforce.com/s/articleView?id=sf.bi_glossary.htm&type=5

Hello Carolina, Thanks for the reply. Can you please let me know how many dataflows this App will create while installing. That will be helpful to install it successfully. what i figured out is, it is creating more than 4 dataflows. And please post the dataflow names that will created during the installation because i have tried to install it multiple times, so there will be some dataflows created and of, may be no use and occupied the limit. Again thanks in advance.

Hello Noor, Have you followed all the steps in the installation guide that’s available in the “More Details” tab? (https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000IEUCaUAP&tab=d). The application is being auto-deleted because there is an error during the installation. You can access the installation logs by: 1. Going to Set Up -> Feature Settings -> Analytics -> Apps -> Auto-Installed Apps 2. Click on the “Requests” Tab -> Select “Knowledge TCRM” 3. You’ll see a datatable and under the “Logs” column you’ll be able to check why the installation is failing.

Missing "Analytics View Only Embedded App" PSL

I also haven't received this Permission Set License upon install, am I missing a step or anything? Edit: Somehow the App Creation works for me without the Permission assigned. The Dashboards are very well setup and informative! Much better alternative than the Lightning Knowledge Dashboard

@Bruno Larghero, we are also having this issue. Any suggestions?

Cannot get this installed

Instructions reference ‘Analytics View Only Embedded App’ but i do not get in upon installation. when i try to configure the package, i get an error "App construction failures. Below is the application log: * Completed adding template dependencies * Successfully created folder [Knowledge TCRM] with id [00l4X000003ONBmQAO] * Successfully created dataset [ktcrm_DataCategory]. * Successfully created dataset [ktcrm_Knowledge_ApprovalProcess]. * Successfully created dataset [ktcrm_Knowledge_Articles]. * Successfully created dataset [ktcrm_Knowledge_LinkedArticles]. * Successfully created dataset [ktcrm_Knowledge_Search]. * Successfully created dataset [ktcrm_CaseArticle]. * Successfully created dataset [ktcrm_Bot_Usage]. * Successfully created dataset [ktcrm_Case_w_or_wo_CaseArticle]. * Dataflow connector sync complete * wave.exception.WaveServiceException: A new dataflow cannot be added because the maximum number of dataflows is [100]. * Creating application [Knowledge TCRM] failed."

Hi Betsy, Your organization has hit the maximum number of dataflows limit (100). You'll probably need to contact the team in charge of CRM Analytics in your organization and ask them to make space by deleting some dataflows (in the Data Manager) in order to be able to install the Knowledge Dashboards.

Great App with Real Insights

This app is perfect! this allows us to easily see gaps in our current KB and determine where to invest in creating new articles. We also love to be able to see all in one place the value our knowledge articles are creating. Given that this is free, its a no brainer to use for any company with salesforce knowledge.

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Knowledge Dashboard Pack for CRM Analytics

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