Importing resources into Zoho SalesIQ

The import resource feature in Zoho SalesIQ is a powerful tool that allows you to easily and quickly bulk import articles and FAQs into your account. It is an efficient way to add and edit articles or FAQs quickly and accurately without having to manually edit them one by one. With the import resource feature, you can use a spreadsheet to add and edit multiple articles/FAQs at once, saving you time and effort. Furthermore, you can be assured that the information is accurately imported into your account without any discrepancies.

How do I bulk import articles/FAQs?

To bulk import articles/FAQs,

Log in to your SalesIQ account. Navigate to Settings > Import.
Select Import resources from the options. Now click on the Import button in the top right corner and choose the type of resource you want to import Articles or FAQs.

Click on the Upload icon. You can now drag and drop the sheet or select it using the system file browser.

The spreadsheet must follow the prerequisites for SalesIQ to import it successfully.

Pre-requisites for articles/FAQs import

The spreadsheet must follow the template.
File formats supported: .xls, .xlsx, or .csv

Understanding the template for resource import

Article attributes:

Name	Function	Value	Example:
id	A unique ID of an existing article in SalesIQ. It can be set by the user or can be left empty. If an ID is mentioned, the existing article in SalesIQ with the mentioned ID will be updated. If the ID is empty, a new article will be created. Example: If user provided an ID 3153234, then the existing article with the Id 3153234 will be updated. Note: This field is optional	16 digit ID	12000000005002
group id	To associate the article with a language group. While importing rows in your sheet with the same group ID will be considered as language variants of a single article. Example:Row one resource's language is English and Group ID is 2. Row two resource's language is French and group ID is 2. Then these two rows will be considered as the different language variants of the same article.	Integer	2
language	To associate the article with a supported language.	SalesIQ supported language	french
title	The title of the article.	String	Return policy
content	The body content of the article.	String	This article contains the return instructions…
department	The department to which the article is to be associated.	SalesIQ department name	Marketing
Category	The category under which the articles must be placed.	Category ID	Outbound
Channels	The channels in which this article can be used for self-service.	Web/iOS/android Note: Line breaks separate values.	Web iOS
is public	Set the visibility of the article. Visitors can view public articles in the self-service knowledge base section.	Yes/No	Yes,
Status	The status of the article. You can directly publish an article after importing by setting the status as public.	published	draft

FAQ attributes:

Name	Function	Value	Example:
id	A unique ID of an existing FAQ in SalesIQ. It can be set by the user or can be left empty. If an ID is mentioned, the existing FAQ in SalesIQ with the mentioned ID will be updated. If the ID is empty, a new FAQ will be created. Note: This field is optional	16 digit ID	12000000005002
group id	To associate the FAQ with a language group.	Integer	2
language	To associate the FAQ with a supported language.	SalesIQ supported language	french
questions	The question of the FAQ.	String	How do I return a product?
answer	The answer to the FAQ.	String	To return your product...
department	The department to which the FAQ is to be associated.	SalesIQ department name	Marketing
Category	The category under which the FAQ must be placed.	Category ID	Outbound
Channels	The channels in which this article can be used for self-service.	Web/iOS/android Note: Line breaks separate values.	Web iOS
Associate articles	You can associate articles related to this FAQ.	Article ID	12000000005033
is public	Set the visibility of the FAQ.	Yes/No	Yes
Status	The status of the FAQ. You can directly publish an article after importing by setting the status as public.	published	draft

5. After selecting the spreadsheet from your device, click on Import and Next.

6. Set the status of the article/FAQ once imported.

Draft - Set the article/FAQ status as draft after a successful import.
Published - Set the article/FAQ status as published after a successful import.
Status in sheet - Use the status mentioned in the sheet for each article.
Now, you can map the attribute of the articles to the respective column. Map your column name to the article/FAQ’s attribute. Refer to the table above to know more about the attributes of the articles.

7. Now click on Validate. The validation process will begin.

Validation failure handling

Users can handle those articles/FAQs that failed the validation in one of the following ways and proceed with importing

Delete: Hover over the failed record and click on the delete icon
Ignore: Check the 'Ignore failed records' check box near the import button. This will ignore all failed records during import.
Quick edit: Hover over the failed record and click on edit icon to access quick editor where user can edit the article/FAQ attributes and re-validate.

Note: Users will not be able to edit the content for an article or the answer for an FAQ using quick edit. Any article/FAQ that has issue with the content/answer, will be saved as draft when edited with quick edit.

9. Once, imported, click Done. Now you can view all the imported resources under the Articles or FAQs module.

Status in import list page

Validation pending: Yet to initiate validation by clicking on the Validate button.
Validation in-progress: Validation is in-progress.
Validated: Validation is completed and import is yet to be started.
Import in progress: Import is in-progress.
Completed: The import process is completed.