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[ARCHIVE] How to provide Salesforce KB article references to customers

Issue

How to provide Salesforce KB article references to customers who access the knowledgebase through RSA SecurCare Online (SCOL).
CS representatives access Salesforce directly.

Resolution

If a Salesforce user searches for a KB in the knowledge section, the link may be something like:
https://na5.salesforce.com/articles/How_To/a59741-RSA-NetWitness-and-Security-Analytics-Tech-Support-Data-Gathering-Script?popup=false&navBack=H4sIAAAAAAAAAIuuVipVslLSjy_N1M_Oyy_PSU1JT9UHcrxhHI_83FT74tTEouQM25DU5Azt4tKCgvyiEiUdpWKgThR1QLFsoFhBYnpqSGZJTqpSbSwAsi-ErWEAAAA

So internal reference without the session information for Salesforce users would be:
https://na5.salesforce.com/articles/How_To/a59741-RSA-NetWitness-and-Security-Analytics-Tech-Support-Data-Gathering-Script



Converting to Customer accessible URL

This can be converted to a customer link either by using one of the following:


Method 1: Using Legacy Article ID

If article has a Legacy Article ID then can create URL using this. So the link becomes:
https://knowledge.rsasecurity.com/scolcms/knowledge.aspx#a59741

Note: While this prompts you to log into SCOL, it may not automatically enter the knowledgebase section from browsers such as Internet Explorer 8.
This is the most reliable method for users of other browsers.
 

Method 2: Change the URL prefix (bypasses redirection from SCOL to Salesforce)

FROM: https://na5.salesforce.com/articles/
TO: https://rsaportal.force.com/customer/articles/

So full link becomes:
https://rsaportal.force.com/customer/articles/How_To/a59741-RSA-NetWitness-and-Security-Analytics-Tech-Support-Data-Gathering-Script

Note: This produces a "Page Not Found" if you are not already logged into SCOL, If you choose Login and put in SCOL credentials, you may need to paste the URL once more to get past 'URL No Longer Exists' message when accessing https://rsaportal.force.com.

Product Details

THIS SOLUTION IS FOR INTERNAL USE ONLY - DO NOT DISTRIBUTE
All RSA Products

Approval Reviewer Queue

Technical approval queue