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Set up GeniusLink in Salesforce (TCS)

This document will help setup your Salesforce CRM with Search, GeniusQueue and Customer Activity that compose the MindTouch GeniusLink. This is the generic implementation and 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

Next we will create 2 Custom Fields in Salesforce to receive the User History information that MindTouch GeniusLink provides. This needs to be done before adding the GeniusLink HTML.  

The Field Labels are: usertoken and Supporting Ticket ID

In the new tab that was just opened. 

User > Setup > Customize > Cases > Fields > New 


select Text type and then next 


Add the following information to the appropriate field. 

Field Label usertoken
Data type text
Max length 64


(usertoken example) 



Once the Field Label and Length have been added click: next

Select the profiles to which you want to grant edit access to this field via field-level security. The field will be hidden from all profiles if you do not add it to field-level security.  Once all the appropriate profiles have been selected click:  next


You can set the field to be hidden from your support agents through configuring roles. Determine what would work best for your environment. 

Now select: Save and New

Repeat the process and add the Custom Field for the Supporting Ticket ID


Once Complete you will have this:

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

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 

From back in 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. 

Setup > Customize > Self-Service > Web-to-Case

  1. Select the Default Case Owner and Automated Case User
  2. Set the User and the Automated Case User to your default user 
  3. Select Enable Web-to-Case 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 captured.  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 the usertoken and Supporting ticket ID to the Selected from the Available fields 

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

2.  Select Generate (you may have to add a generic title URL) 

This will product a HTML sample.  We need to capture the orgid and the ID


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


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

Request Article Form

(edit from source) ​

  • replace orgid value (1x)
  • replace Supporting Ticket ID value (2x)
  • Replace 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 setup the configuration to redirect to a Salesforce form in the Salesforce portal or have the forms email Salesforce.  



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