MindTouch allows you create a GeniusQueue using a simple Salesforce.com 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 Salesforce.
Set up a Knowledge Queue in the Case Object
Follow this path in Salesforce.com: Customize > Cases > Fields > Case Origins
Under 'Case Origin Picklist Values' click the 'New' button. Type in Knowledge Queue or KQ and click Save. The new picklist value will show up in your list of values.
Follow this path in Salesforce: Customize>Cases>Fields>Email-to-Case
Add a routing email address.
Under 'Routing Addreses' click the 'New' button and have Email-to-Case selected.
Select a Routing Name, desigate the Email Address (using the same address you configured in the MindTouch Control Panel), and set the Case Origin to 'Knowledge Queue'. Salesforce will create a longer Email Services Address.
Make sure to verify your email address.
Copy the Email Services Address and use it to set up a forwarding address in your email client.
Set up a Case View to see all incoming cases to the new Knowledge Queue
Using a Custom Field Checkbox on a Case
Follow this path in Salesforce: Customize>Cases>Fields
Under 'Case Custom Fields and Relationships' click 'New'
Select the Checkbox radio button
Give it a field label
Enable field-level security and add to page layout
When negative feedback is recorded in a case 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
Under the Report tab, click 'New Report'
Create a new Cases report
Designate the report time frame
Add the filter for the new check box
Include the Case details in the report columns to display the case notes