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Best Practice: Integrate with Customer Engagement Software (MT4)

Written by Damien Howley
Former Customer Success Expert at MindTouch
This page applies to:MindTouch 4

Your support agents are the highest yield beneficiaries of your MindTouch knowledge.  By integrating MindTouch with your Customer Engagement Software, you can give your agents instant access to valuable information that reduces MTTR, increases CSAT, and leads to ticket deflection.

Why should I integrate with my Customer Engagement Software?CES_integration_overview_screenshot.png

Integrating MindTouch with your Customer Engagement Software is the first step to realizing the Knowledge Centered Support (KCS) methodology.  The KCS methodology enables a customer support environment in which your agents use and promote knowledge from a centralized source, which drives customer self-help, expertise, and self-sufficiency.  Through this cycle, the KCS methodology derives meaningful and actionable data that further contributes and strengthens the cycle.  

You can fulfill this cycle by integrating MindTouch into your:

  • Support Ticketing System
  • Chat Software
  • Customer Relationship Management (CRM) Software

How do I leverage the MindTouch API to add value to my Customer Engagement Software?

We have outlined the best practices for integrating MindTouch into your Customer Engagement Software (CES).  Use the following instructions and customer examples to execute all best practices to enable customer agent collaboration in MindTouch.  Each of these interactions provide data back to MindTouch that is used to fine-tune search, create new knowledge, and identify valuable and non-valuable content.  

Integration Point Description & API Screenshot

Ticket Deflection

Source Files

Before you enable your agents through an integration with your CES, it's an absolute necessity to setup deflection interfaces on all your customer entry points.  Each entry point provides an opportunity to drive your customers to a self-help article which can result in lower customer effort and faster resolution time.  

Essentially, you need to connect one of your text fields (typically subject) in your entry point forms to a MindTouch Search recommendation widget.  

Entry points include:

  • Your Ticket/Case submission form
  • "Start a chat" form
  • "Suggest Article" Form
  • Search Form


API:  /@api/deki/site/opensearch?q=QUERY&dream.out.format=jsonp&limit=5&dream.out.pre=callback&callback=?

DOC:  Adding Search Suggestions to your Search and Ticket Form

DEV: Use jQuery with the $.getJSON function to conduct cross domain calls against the MindTouch API.  The MindTouch API is built on DREAM which supports JSONP.  Make sure you use both the dream.out.format and dream.out.pre parameters to retrieve the data cross domain.  



The most natural collaboration opportunity with MindTouch and your Customer Engagement Software is with search.  MindTouch uses both your agent and user interactions with search to refine the accuracy of future searches.  

In fact, this is perhaps the most crucial part of the KCS methodology.  By providing your agents access to a centralized knowledge resource  that they in turn share with your customers is the best way to:

  • Reduce support inquires (Self-Help)
    • Drive new buyers, accelerate sales and lower costs
  • Standardize agent messaging
  • Seize the market! - Create product experts and brand advocates


API:  /@api/deki/site/search?q=XYZ&limit=5   (GET)

DOC: Search Integration with GeniusLink

DEV:  Use the jQuery Ajax GET function to query the MindTouch search API on KeyDown.  Make sure you include a query parameter for q and a limit.  You can also add advanced search queries in the constraint query parameter. 


Article Rating

In addition to enabling agent search, you should elicit qualitative feedback from your support agents.  Qualitative feedback is commonly provided through the use of either a thumbs up/down interface or a five-star scale.  

In MindTouch, users can only rate articles if they are authenticated.  This is because we save all user page ratings.  Saving page ratings allows agents to quickly identify good or bad content that they have interacted with previously.  

Additionally, MindTouch uses page rating to calculate the search position of an article.  High rated pages rise to the top of search results and low rated pages sink to the bottom.

Lastly, you can use the MindTouch Community Scoring Report to analyze all pages and their ratings.  You can identify your worst content and instantly improve it for your agents, customers, sales engineers and more.  


API:  /@api/deki/pages/{pageid}/ratings     (POST)

API:  /@api/deki/pages/{pageid}/ratings     (GET)

DEV:  Use the jQuery Ajax POST function to hit the MindTouch API when a user clicks your rating icons.  You will have to POST XML to the API.  You only need to provide a value for score which can be any value between 0 and 1.  Typically thumbs up/down uses 0  and 1; A five-star scale uses  0 .25  .5  .75  1  .


Authentication:  Make sure that you only show the rating interface to users that are authenticated into MindTouch.  Also, It is important that your interface also displays how the user previously rated the page.

Create Article

Your support agents spend all day interacting with your customers.  They're typically the first to know about a trending issue and if leveraged properly can be your front-line in ticket deflection and customer satisfaction.  

Providing your agents with a channel to create content, no matter how basic the content is, gives you a direct line to information that commonly remains tribal.  If you successfully tap this wealth of knowledge, you will experience improvements in MTTR, CSAT and CES.

Templates are optional but are very effective at prescribing a content layout for agents. 


URL:  /parentpage?action=addsubpage&template=XYZ  (HREF)

DOC:  Suggest Article with GeniusLink

Dev:  You should keep the parentpage consistent so all agent articles are created in the same location.  We also recommend that you make the parentpage private or semi-private so new agent content is not made public without review.  Authors should subscribe to page notification on parentpage to monitor and enhance all agent contributions.  Agents need to be authenticated by pro-members to create articles. 



Engagement Data

The following examples demonstrate methodologies to deliver valuable MindTouch information back to your support agents.  These integration points keep your agents informed, increase awareness and reward agent contribution.

Integration Point Description & API Screenshot

User view and search history

MindTouch records the page view and search activity for all users to help your support agents make more informed decisions and provide targeted advice.  

You should make the page view and search history immediately visible to your support agents.  This will allow agents to quickly glance the history before engaging with a customer. 

Color coding your activity based on the timeframe provides agents with a quick way to digest the history information.  The example to the right demonstrates effective color coding. 

This data is not excellent for support agents, it also allows your sales team to understand customers and buyers better.  This leads to:

  • ​​Improved customer renewal
  • Improved product experience
  • Increased revenue


API:  /@api/deki/events/support-agent/=USERNAME?limit=5 (GET)

Dev: You can use either the MindTouch username or the user token to retrieve user history.  If you don't have access to the MindTouch username, we recommend adding a ticket submission form to your MindTouch site and passing the user token in the ticket.  You can add the user token to your ticket submission form by extracting it out of the user.activityuri.path DekiScript function.


Top search terms

Search activity provides your support agents an opportunity to spot trends based on collective agent activity.  By presenting your agents with a 24 hour search term cloud, you will make sure that critical activity is quickly noted and agent awareness increases.  

The key to success with your search term activity is to make it visible and easy to consume.  We recommend formatting your search activity into a tag cloud to quickly call attention to more significant activity. 


API:  /@api/deki/site/query/log/terms (GET)

Dev:  Each search term includes a count attribute that you can use to determine the side of the word in your tag cloud.  If you dynamically set the since parameter to yesterday, you will have a 24 hour view into the trending search activity, providing you with the latest in agent activity.