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MindTouch Success Center

KCS in Service Cloud

KCS is a configuration option in MindTouch for Salesforce Service Cloud.

Agent experience

  • View and navigate MindTouch content from within Salesforce
  • Link a support article to a case to share that knowledge with the customer
  • Create and edit MindTouch content from within Salesforce

Enable KCS as part of MindTouch for Salesforce Service Cloud integration.

Knowledge-Centered Service (KCS) methodology maximizes agent efficiency and effectiveness by incorporating knowledge creation and improvement into the agent workflow.

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Prerequisites

This solution is custom-configured for each client by MindTouch Professional Services. Elements and labels may differ from what is documented.

Search Tab

An integrated search automatically suggests articles based on ticket information.

  • Search field - Auto-populated by the subject of the case and the search is executed immediately. You can modify the search text and refine search through filtering
  • Link to Case - Attaches the article to the case record, stores article-case association in MindTouch, copies to clipboard
  • Unlink from case - Removes the article from the case record, remove the article-case association that was stored in MindTouch
  • Copy Linked articles - Copies all Linked articles to the clipboard for easy pasting into response to customer

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View Tab

Access and navigate through all MindTouch content without leaving Salesforce. When viewing an article, click Edit to improve the article real-time.

  • Link to Case - Attach article to case record, copy to clipboard
  • Edit - Edit article as long as you have appropriate permissions
  • Open - View article in new tab in MindTouch

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Insights Tab

See content viewed and searches performed by customers within your MindTouch content before they submitted a case.

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Create Tab

Automatically pull case subject and description into a new article with a template to add resolution information via Editor Lite.

  • Location - click Select page location to choose the site section where the article will publish. Default is set to homepage.
  • Select template - content will load based on the default template. Select an alternative from the Select template drop-down menu.
  • Title - automatically pulls subject from case into article title. This field can be modified.
  • Page Summary - if Add case description to page summary is selected in configuration setup, the newly created page will include a Page Summary populated by the Salesforce Case Description.
  • Issue - automatically pull the case description into the first section of the article. This template setting can be modified.
  • WYSIWYG Editor - subheadings and content will load based on the selected template but can be modified with Editor Lite functionality.

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After saving the article, access and modify KCS Article States or Flag articles for review from within Service Cloud.

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Permissions

Permissions to interact with content in MindTouch for Salesforce follow the same permissions as set up in your MindTouch site.

  • If trying to publish to wrong location for the article type based on Guided Content Framework, clicking the Save icon will display "Unable to save" error message
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  • If the user does not have permission to publish in a particular section, it will be grayed out in the Select page location drop-down
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Analytics

Activities are recorded in the Capture Manager Report.

The Link to Case function uses the Salesforce API to store linked case data to be queried in Salesforce reports.

Limitations

  • There is no capability to view drafts from MindTouch for Salesforce
  • Page Settings (Page Summary, Classifications, Tags) are not accessible in MindTouch for Salesforce
  • MindTouch content management capabilities are available in the full browser experience and not within MindTouch for Salesforce integration
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