This article reviews the benefits and how to use GeniusLink for Salesforce.
Utilizing the GeniusLink for Salesforce integration requires an SSL for your MindTouch site. Be sure to learn more about configuring an SSL for your MindTouch site.
Benefits of GeniusLink for Salesforce
- Reduce the time to resolution for customers questions.
- Reinforce and support the KCS methodology.
- Improve the accessibility to MindTouch content across your organization which will help close cases, leads, and help improve the success of your customers.
Installing GeniusLink for Salesforce
Follow our installation documentation to install GeniusLink in Salesforce.
Searching MindTouch within Service Cloud Cases
When you load a case for the first time, you'll see the MindTouch search interface on the right hand side of the screen, which you can see below.
The first part of the search interface shows the site name, Powered by MindTouch, and the Search field.
The site name was configured during installation and can be changed at any time in the Custom Settings (App Setup -> Develop -> Custom Settings) in Salesforce. The search field is setup to search MindTouch automatically as you type, but by default will search using the text from the case subject field. You have the ability to specify a different field to use as the default search by changing the value for Case Search Field in Custom Settings.
On load the search results will be displayed for the case subject and will load 10 results. Directly below the search field, you'll see the following which allows for you to facet the search results based upon the hierarchical structure within MindTouch:
When you click on the Refine search dropdown, you'll be able to select pages in the hierarchy to narrow your search. This makes it easier for your users to find the articles they are looking for. The articles have a one line summary that you can click on to get the full summary from the article, if it exceeds one line.
When you scroll to the bottom of the search results, you'll also see a Show more button if there are more than 10 results for your search query.
When you click on Show more, it will fetch up to 10 more results. If there are less than 10 results, then it will fetch the max results that it can fetch and display them under the first 10 results. Also note that when you scroll down, a Back to top bar will show at the top of the screen. When you click on this, it will return you to the top of the search view so that you can change your search query or facets:
Linking articles to cases
Once you find the article(s) that you are looking to share with your customers, then you can click on the Link to case button. This will link the article to the case and will show up in the MindTouch Related Article section of your Case view:
NOTE: The Link to case button will change to Unlink, but it won't be immediately visible in the MindTouch Related Articles section. In order to see it there, you need to refresh the case view.
There are two ways to unlink an article from a case. You can click the Unlink button in the search interface or you can click Del under the Action column of the MindTouch Related Article section. Both will remove the association of the article with the case.
Sharing articles with customers
Once you have linked the article(s) that you want to share with your customer, then you can easily share them through the Send an Email action in Salesforce. Select Send an Email which will bring up the edit email view:
From here click Select Template and in the pop up window, click the folder dropdown at the top and select MindTouch Email Templates:
You have two options to select, which both have their own benefits:
- MindTouch Related Articles HTML Format - Provides a formatted email template that has the articles listed that were linked to the case. This template CANNOT be edited by the agent.
- MindTouch Related Articles Plain Text Format - Provides an plain text formatted email template that has the articles listed that were linked to the case. This template CAN be edited by the agent.
Note: You can copy these email templates and modify them to add additional text/formatting to make them easier for your agents to use.
Once you have finished drafting the email, click Send and the customer will receive an email with links to the articles that you linked to the case.
Creating new articles in MindTouch from Salesforce
Reinforcing KCS best practices is key with any support agent interaction. The Salesforce integration allows your agents to create new articles from case content so that you can build up your repository of solve/evolve documentation. Read more about how to create new articles from Salesforce cases.
Searching MindTouch anywhere in Service Cloud
MindTouch searching is also available anywhere in Salesforce through the global search interface which you can see in the bottom console bar:
Unlike the other search interface, this doesn't have a default search query. It still searches as you type and will allow you to facet as well. Since this is a global search experience, it doesn't allow you to link to a case. You can still share article by copying and pasting links into the target window or even just finding an answer that you can share with someone over the phone. The global search interface is especially beneficial for Chat operators, Sales Engineers, and Sales reps.
Viewing MindTouch Insights in Service Cloud
MindTouch Insights lets support agents see a full history of a customer's searches and page view activity:
This overview makes it easy to understand the customer's mindset before they submitted a case. Additionally, agents can avoid sending articles to customers that they've already seen, and check whether customers have visited articles that have been sent.
MindTouch KCS Reporting in Salesforce
The MindTouch integration includes reports (installation instructions) which can be used to track various metrics in the KCS workflow, ensuring knowledge is being delivered to customers and identifying gaps where it is not. All data for related article usage is stored inside Salesforce custom objects, and are available to reports and dashboards using the built-in workflow.
The Salesforce integration ships with built-in reports which can be customized by the Salesforce administrator and added to a dashboard. Typical queries include:
- Number of related articles for each case
- Most popular articles being used by agents
- Number of articles each agent has used
Depending on your workflow, the reports may be modified to segment by case source, product classification, or include data from other Salesforce objects.