Q&A Migration: How to Upgrade from Chatter Answers to Chatter Questions. Contents. About this guide. Disclaimer. What s New

Transcription

1 Q&A Migration: How to Upgrade from Chatter Answers to Chatter Questions Contents About this guide Disclaimer What s New Using the Q&A Migration app How the app works Comparing Chatter Answers and Chatter Questions fields Migrate to Chatter Questions Before you start notifications Perform a migration Mapping zones to communities Mapping data categories to topics Monitor your migrations Link to the tool Limitations 1

2 About this guide Chatter Questions lets users ask questions directly in the Chatter feed in your Salesforce organization and communities. Because Chatter Questions takes advantage of Chatter s built-in capabilities, it s ideal for customers who want their Q&A functionality tightly integrated into Chatter. If you maintain a self-service site that uses Chatter Answers, you can use the Q&A Migration app to move your Q&A content and structure from a self-service Chatter Answers site to a community with Chatter Questions. Once your content is migrated, users can easily access past questions from your Chatter Answers site while enjoying the robust user experience offered by Chatter Questions. Note: While this guide focuses on migrating Q&A content from a self-service site to a community, the Q&A Migration app can also be used to migrate content to a Salesforce organization. You ll follow the same steps, but select your Salesforce organization as the content destination. This guide explains how to make the most of the Q&A Migration app. You ll learn how the app works, what you need to do before starting a migration, and how to efficiently migrate your content. Let s get started! Disclaimer We provide Chatter Answers Migration tool to selected customers through a pilot program that requires agreement to specific terms and conditions. Chatter Answers Migration tool is subject to change and isn t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features. What s New The tool has been updated with the Winter 17 release and has the following capabilities: Migrates rich text and formatting on Questions and Replies Migrates images on Questions and Replies Migrates data categories to top-level navigational topics or sub-level topics Updates best answer on a question Updates user reputation based on the point system setup in the community Enriched migration logs that give a detailed list of Questions and Replies migrated, not processed and failed to migrate in each zone. Warning: If you migrate a Chatter Answers zone more than once, all previously migrated questions in that zone will appear twice in the corresponding community. 2

3 Using the Q&A Migration app How the app works The Q&A Migration app, built on the Connect API, makes it possible for you to migrate your Chatter Answers content into a community with Chatter Questions. You can customize your migration settings, select the source and destination communities for your content, and monitor the progress of your migration as it s happening. Comparing Chatter Answers and Chatter Questions fields Chatter Answers and Chatter Questions differ in their terminology, and those differences extend to object and field mappings. When questions from a Chatter Answers zone are migrated to a community: Question records are converted to FeedItem records with type=question Reply records are converted to FeedComment records Vote records are converted to FeedLike records The migration tool uses the following field mappings for these objects. Mapping Question to FeedPost Question (Chatter Answers) FeedItem (Chatter Questions) Considerations Title Body BestReplyId Title Body ConnectApi.QuestionAndAnswer s.bestanswerid This field is only accessible via the Connect API. (no equivalent) ParentId = Posts are assumed to be on a user profile. (no equivalent) NetworkScope = netid The id of the community on the Chatter Answer Zones setup page (no equivalent) type= QuestionPost 3

4 Mapping Reply to FeedComment Reply (Chatter Answers) FeedComment (Chatter Questions) Considerations (no equivalent) FeedItemId = new QuestionPostId Body CommentBody The length of the FeedComment field is smaller than the Reply, so only the first 5,000 characters of the body are migrated. Update: On API 37.0 the limit is Mapping Vote to FeedLike on questions Vote (Chatter Answers) FeedLike (Chatter Questions) Considerations (no equivalent) FeedItemId = new QuestionPostId Mapping Vote to FeedLike on replies Note: The parent type of Vote is Reply and the type is Up. Chatter Answers field Corresponding Chatter Questions field FeedEntityId = new CommentId Considerations 4

5 ParentId = Migrate to Chatter Questions Before you start Before starting a migration, complete this checklist of planning tasks: Make sure Salesforce has turned on the following permissions in your Salesforce organization: Create Audit Fields Migrate Feed to Community Verify the amount of storage space in the community where you re migrating your content. The storage is for configuration and log files generated during the migration, based on the number of records migrated. Set user profile permissions and accessibility for users in the community. If a user doesn t have the appropriate permissions in the community, their questions and answers won t be migrated and will be listed as errors in the Migration Log. System administrators should check that for for each user we are migrating Chatter Answers records, they will still be available to access the migrated question within the new Community. Permissions refers to being able to access to the Community and accessibility refers to the ability to read and work with the migrated record as the owner of it. notifications The admin should manually disable all notifications in the org before migrating the tool. This is to avoid sending notifications to users in the org during migration. 5

6 Perform a migration 1. Add the Q&A Migration tab and Migration Log tabs in Salesforce. (These tabs are automatically added to your Salesforce organization when you install the app.) Figure 1: The configuration page has 6 sections: (1) Notification; (2) Batch Configuration; (3) Chatter Answers Zones to Communities Mapping; (4) Data Categories to Topics Mapping; (5) Execution status; and (6) Last execution stats. 2. Complete the Settings section: a. Enter the address where you want to be notified about migration progress. b. Select a batch size. What batch size should I use? The batch size defines the number of records that the Q&A Migration app processes at once. It can range from 1 to 10,000. If your Chatter Answers site contains more than 15 questions with 500+ answers, use a batch size of 15. Otherwise, use the default size of 200 records. You ll be notified by if your batch size is too large. Maximum number of questions migrated per batch is 50,000 ( documentation link ), taken in subsets of at most 10,000 records. A batch can have multiple inner executions of chunks of data. c. Indicate which questions should be migrated. 6

7 Which questions should I migrate? In most cases, you ll just select All questions. However, if certain questions have an unusually large number of answers, you can choose to migrate those questions separately to avoid failures: 1. When you re migrating the zone that contains the questions: a. Select All except these questions. b. List the IDs of the questions you want to migrate separately. 2. To migrate those questions separately: a. Select Only these questions. b. List the IDs of the questions. You can also use this approach to retry migrating a question that failed in an earlier migration. d. Map your Chatter Answers zones to your community. For guidance, see Mapping zones to communities below. e. Map your Chatter Answers data categories to topics in your community by typing a topic name into each corresponding field. For guidance, see Mapping data categories to topics below. Note: Data categories are listed by API name. 3. Click Save. Important! If you do not click Save, your settings won t be applied to the migration. 4. In the Migration History section, click Start Migration. This button is disabled while the migration is in progress. 7

8 Mapping zones to communities Each Chatter Answers zone must correspond to a community in your Salesforce organization. Figure 2: Map your Chatter Answer zones to Communities. Select the checkbox (1) of a zone (2) to migrate the zone s content. Then select the Community (3) to which you want to map the zone. The left-hand column shows all zones associated with your organization. The drop-down menu on the right-hand side lets you choose which community to map a zone to. The drop-down menu includes all of your organization s communities, as well as your Salesforce organization itself. Select the checkbox next to a zone if you want to include that zone s content in the migration. Then select the community that you want to migrate the content to. You can map multiple zones to the same a community. 8

9 Mapping data categories to topics Each Chatter Answers data category must correspond to a topic in your community. Figure 3: Map your data categories to topics. For each data category (1), specify the topic (2) to map the category to. The left-hand column shows all of the data categories in your Chatter Answers zones. Enter a topic name in each field to preserve your data categories. You can map multiple data categories to one topic. You can list new or existing topic names. If a topic doesn t yet exist in the community, it is automatically created as part of the migration. Chatter in communities can contain up to 25 navigational topics and unlimited feature topics. The first 25 data categories are converted to navigational topics, but you can customize your topics in your community as needed after the migration. 9

10 Monitor your migrations You can view migration details and monitor progress in the Migration Log and on the Q&A Migration page. The Migration History section on the Q&A Migration page displays the app status and information about the most recent migration. Figure 4: You can monitor the migration status by looking at sections (5) Execution status and (6) Last execution stats of the configuration page. The Last execution stats section shows you information about the last data migration. The table at the bottom provides details about the content being migrated to your community. The Selected column lists the number of questions and answers included in the data categories selected. The 10

11 Migrated column lists the number of successfully migrated questions and answers. The Failed to migrate column lists the number of questions and answers that failed. There is also a section that shows the progress of each batch in the tool as the content gets migrated. The first batch comprises of migrating a Question and Reply and converting it to a FeedItem of FeedComment respectively. The second batch migrates the Best Answer on a question. The third batch updates the user reputation points and the fourth migrates all the images associated with the Questions and Replies. Clicking the Migration Log link takes you to a detail page with more information about the migration: Figure 5: The Migration Log Detail page shows information about the data migration. The top section (1) shows the numbers of questions and answers that were migrated and the number of errors. The bottom section shows a child log for data category-to-topic mapping (2) and a child log for each zone to community mapping (3). The top section of the page displays the numbers of successful and failed migrations. The bottom section of the page displays links to: A child log for each batch showing the status of data category-to-topics mapping, named DataCategoriesToTopics A child log for each batch for each zone that was migrated to a community A child log for reputation points A child log for image migration A child log for best answers migration Click the child log links to view the details of questions and answers that were included in the migration. 11

12 Link to the tool Use this link to install the package in your org Limitations At this time, the Q&A Migration app doesn t migrate the following metadata about existing questions: Whether a question was flagged as inappropriate Who marked an answer as best Who followed a question or answer The link between an escalated question and its related case Reports on questions or answers Questions with more than 10 images on them (limitation on FeedItem) Questions with links having strikethrough and underline formatting to Napili 12