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Set up GeniusQueue for Salesforce

This page applies to:MindTouch Responsive

MindTouch allows you create a GeniusQueue using a simple Case Object. You can also create a queue by adding a checkbox to the case. These will allow you to capture user created negative feedback. This tutorial will show you how to set up a GeniusQueue within

Set up a Knowledge Queue in the Case Object

  1. In, navigate to Customize > Cases > Fields > Case Origins.
  2. Under Case Origin Picklist Values, click the New button.
  3. Type in Knowledge Queue or KQ and click Save. The new picklist value will show up in your list of values.

Screen Shot 2014-02-26 at 6.32.55 PM.png

Configure Email-to-Case

  1. In, navigate to Customize > Cases > Fields > Email-to-Case.
  2. Add a routing email address:
  • Under Routing Addreses, click the 'New' button and select Email-to-Case.
  • Select a Routing Name.
  • Designate the Email Address (using the same address you configured in the MindTouch control panel). 
  • Set the Case Origin to Knowledge Queue.  Salesforce will create a longer Email Services Address.
  1. Verify your email address.
  2. Copy the Email services address and use it to set up a forwarding address in your email client.

Screen Shot 2014-02-26 at 6.40.57 PM.png

  1. Set up a case view to see all incoming cases to the new knowledge queue.

Using a custom field checkbox in a case

  1. In, navigate to Customize > Cases > Fields.
  2. Under Case Custom Fields and Relationships click New.
  3. Select the Checkbox radio button.
  4. Give it a field label.
  5. Enable field-level security and add to page layout.

When negative feedback is recorded by a customer service rep, all they have to do is check the box while in the case. You can then create a report that shows cases that need further action.

Create a report to see the cases that require further action

  1. Under the Report tab, click New Report.
  2. Create a new cases report.
  3. Designate the report time frame.
  4. Add the filter for the new check box
  5. Include the Case details in the report columns to display the case notes

What's next

For a full walkthrough, please watch the following MindTouch tutorial on Using a Knowledge Queue

Review the following for additional MindTouch and Salesforce integration: