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Set up GeniusLink in Salesforce

This page applies to:MindTouch Responsive

This document will help set up your Salesforce CRM with Search, GeniusQueue and Customer Activity that compose the MindTouch GeniusLink. This is the generic implementation. Customization of this integration is possible.  

Salesforce Setup

There are many ways to set up GeniusLink in Salesforce, but all require you to create a VisualForce page. When creating markup in the visual force page, you can embed GeniusLink as a HTML document, or you can create your own mark up with HTML, Javascript and CSS.

Create a custom field

Create two (2) custom fields (usertoken and Supporting Ticket ID) in Salesforce to receive the User History information that MindTouch GeniusLink provides. 

  1. Navigate to User > Setup > Customize > Cases > Fields.
  2. Click New


  1. Select Text type and click Next
  2. For the usertoken custom field, add the following information: 
  • Field Label = usertoken
  • Data type = text
  • Max length = 64


  1. Click Next.
  2. Select the profiles for which you want to grant edit access to this field via field-level security. NOTE: If you do not add the field to field-level security, the field will be hidden from all profiles. Once all the appropriate profiles have been selected, click Next.
  3. You can set the field to be hidden from your support agents through configuring roles. Determine what would work best for your environment. 
  4. Select Save and New.
  5. Repeat the steps 4 through 8 to add the Supporting Ticket ID custom field.


  1. You should now see this:

Screen Shot 2014-02-21 at 3.10.41 PM.png

  1. Navigate back to the original tab where you were creating the Visualforce page.  

MindTouch configuration for Salesforce

​​Modify the GeniusLink forms to work with your Salesforce deployment: 

Back Salesforce, we need to get the orgid and Supporting Ticket ID.  These identifiers will replace generic identifiers in the GeniusLink templates you downloaded into your MindTouch site. 

  1. Navigate to Setup > Customize > Self-Service > Web-to-Case.
  2. Select the Default Case Owner and Automated Case User.
  3. Set the User and the Automated Case User to your default user. 
  4. Select the Web-to-Case Enabled checkbox for your organization.

Screen Shot 2014-02-21 at 3.29.18 PM.png

  1. Set the Default Origin to Web and Save. 
  2. Select Generate HTML.

​​Capture the correct case information

Now we need to determine what information the case will capture. We want to capture the usertoken and Supporting ticket ID.

NOTE: You'll most likely need to generate a web-to-case form in Salesforce with the correct fields to attain the correct values. 

1.  Add usertoken and Supporting Ticket ID from the Available Fields list to the Selected list.

Screen Shot 2014-02-20 at 11.09.43 AM.png

2.  Click Generate (you may have to add a generic title URL) to produce a HTML sample. We need to capture the orgid and the ID:

         For example:

  • orgid value = "00DF00000005bgp"
  • usertoken: input  id = "00NF0000009Bp6H"
  • Supporting Ticket ID: input  id = "00NF0000009BpAj"

 IMPORTANT! Save this information!

Help category template modification

Now we need to replace the identifiers in the help category templates:  if max length = 64 use usertoken, if max length = 20 use Supporting Ticket ID.

Contact Support form

Edit form wysiwyg:

  • Replace the orgid value (1x).
  • Replace the usertoken value (2x).
  • Replace the MTARC URL with the URL of the site getting configured (1x).
Request Article form

Edit from Source:

  • Replace the orgid value (1x).
  • Replace the Supporting Ticket ID value (2x).
  • Replace the MTARC URL with the URL of the site getting configured (1x).

No changes needed 

Thank You template 

No changes needed 


NOTE: The forms in the .MTARC are posting through the Salesforce API directly based on the web-to-case form. A user could also set up the configuration to redirect to a Salesforce form in the Salesforce portal or have the forms email Salesforce.