This document explains how to integrate MindTouch GeniusLink in your Salesforce Service Cloud.
Setup Salesforce Service Cloud
- Install the package: MindTouch GeniusLink for Service Cloud. The package setup is similar to Step 2. Select the users to grant access to and click Install to proceed.
- Install the Search/Link to Case Widget:Follow the steps starting with "Adding Related Articles List to the Case Layout" in our Service Cloud Setup document. You have already configured the previous steps.
From there, you will be presented with the following:
Click on Continue to proceed.
You will be prompted with an approval screen, which displays the objects and the permissions need to use this widget. Click on Next to proceed.
You will be prompted with an access screen, which displays which Salesforce users will have access to the widget.
For the purpose of this demo we will only make it available to Salesforce admins only. We do this by selecting "Grant access to admins only", and clicking Next.
Upon clicking next, you will be presented with a final Installation confirmation screen. Click on Install to install the package.
Upon successful installation, you will be redirected to the package details, with a message indicating successful installation.
Editing GeniusLink Settings
Once you have successfully installed your MindTouch GeniusLink widget, you will need to set up the integration settings. To do this, goto setup (you can go to set up by clicking your name in the upper right).
Once in the setup screen, in the left side bar, Select Develop, then click on Custom Settings
Once in the custom settings list, select Manage next to MindTouch Settings.
Once in the MindTouch Settings details, click on the New button at the top.
In that screen, edit your MindTouch settings
|Location Case Search Field||The field to coduct the search on. Leave this at Subject||Subject |
|Site Name||The name of your MindTouch site, this will be displayed at the top of the widget.||Success Center|
|MindTouch URL||The url of your MindTouch site.||https://success.mindtouch.com|
|Publish Article Path||The parent page that all new articles will be published under.||/Private_Articles|
|Constraint||A set of search parameters to constrain how search results are populated.||+namespace:main AND type:wiki AND -path:Private_Articles/* AND -path:Private_Articles|
Once you have successfully saved the settings, you will be redirected to the MindTouch Settings Detail screen.
Configuring Search Constraint
The search constraint parameter defaults to the following, which ensures that only MindTouch articles are returned; this omits templates, and file attachments:
If you'd like to further omit a specific section of your site, you could use the following; this example additionally omits search results for content under the section "/Private_Articles":
+namespace:main AND type:wiki AND -path:Private_Articles/* AND -path:Private_Articles
Adding your site to approved Remote Sites
In order to take full advantage of the GeniusLink you will need to add your MindTouch site as an approved site in Salesforce. If you skip this step, you can still use GeniusLink Search, but you cannot relate articles to cases.
In the setup screen, on the left side bar and under Administration Setup, select Security Controls, then select Remote Site Settings.
In the All Remote Sites screen click on the New Remote Site button. Then Fill up the fields with the corresponding values:
|Remote Site Name||Name of your MindTouch Site (no spaces)|
|Remote Site URL||The (https) url of your MindTouch Site.|
|MindTouch URL||The (https) url of your MindTouch site.|
|Disable Protocol Security||Disable site protocol security. (This may have security implications if value is disabled). Leave Unchecked|
|Description||Description of the Remote Site (optional)|
|Active||Is the remote site connection Active|
Save your settings, and you should be able to access your GeniusLink Application with full functionalities.
Add Insights to Service Cloud
In Salesforce, edit the Case Layout and click Custom Console Components. On the sidebar, include the VisualForce page for MindTouch Insights as a tab.
Select The Customer Activity Id Field For Cases
The insights widget works by pulling in history for a specific customer. This is driven by a Customer Activity Id, which can be:
- MindTouch Username (often an email address of the customer, usually part of Single-Sign On integration)
- MindTouch Display Name (usually set via Single Sign On integration)
The field used is set in the Custom Settings object:
Use MindTouch Usernames or Display Names
If you are using a MindTouch Username or Display Name as the Customer Activity Id field, set the API name for that field in the settings above.
- Use the FieldName if it's a Case Standard Field
- Use the API Name if it's a customer field
You should now see the Insights widget appear in the sidebar for a case, populated with the customer history.
Common installation errors include:
- No Customer Activity ID for the current case: Ensure the customer activity field is visible on the case, and configured in settings. The value of this field should show activity for the customer when viewing Customer History on your MindTouch site.
- User does not have permission to view history: Contact MindTouch Support and ensure the users/groups in question have access to view Customer History.
Adding Related Articles List to the Case layout
Once you have successfully installed the GeniusLink widget and configured the custom MindTouch settings, you can now view the related articles object in the case, by customizing the case view and adding the Related Articles object to the view.
To do this, go to setup, and in the left side window, under App Setup, select Customize, Cases, then page layouts. Then in the Case Page layout screen Select Edit next to Case Feed Layout.
You will then be taken to the Case Layout Editor. In the Case Layout Editor tools in the upper portion of the screen, select Related Lists, Then Click on MindTouch Related Articles.
Click then Drag the MindTouch Related Articles list to any place on the case layout below, preferably under Related List. Then click on the Wrench icon to edit the properties.
When the Related List Properties of the MindTouch Related Articles list shows up, select the fields you want to display in the Related Articles list. Once you are satisfied with the fields, click on OK.
Click on Save in the Case Layout Editor tools, then head to the Cases in your Service Cloud console and verify the MindTouch Related Articles list.
Adding GeniusLink To Service Cloud
Once you have successfully installed the GeniusLink widget, and you have configured the custom MindTouch Settings, you can now add the GeniusLink widget to your Service Cloud screen.
To add the Widget in the right side bar, go to setup, in the left side window, under App Setup, select Customize, Cases then page layouts.
Then in the Case Page layout screen select Edit next to Case Feed Layout under Case Page Layouts.
You will then be redirected to the Case layout view, where you can modify the layout of a case. In the top of the page, select Custom Console Components
Once in the Custom console Components screen, we will add the MindTouch GeniusLink widget as a Subtab component in the right side bar. To do this under Subtab Components, in the Right Sidebar, set the following options:
|Component||MindTouch_Search (to do this click on the magnifying glass icon and select it from the list).|
|Label||Don't add a label as there is already a label (Site Name) for the actual integration|
Click on Save. You will be redirected to Case layout page, then click on save again to save your console component page. Goto your Service Cloud Console, select a case and validate that MindTouch GeniusLink does appear in the right sidebar.
Adding GeniusLink to Service Cloud as a global widget
After successfully installing the package and configuring the MindTouch settings, you can add GeniusLink as a global widget in Service Cloud. To do this, enter setup.
In the left side bar of the setup menu under App Setup, select Create, then click on Apps.
In the Apps screen locate your Salesforce Service Cloud Console name, in the screen shot below it is titled "sample console", and click Edit.
Scroll down to the Choose Console Components section and add MindTouch_Search to the selected items list.
Then click on save. Verify the Global widget by heading to your case console, then in any portion of the case console, you should see the MindTouch GeniusLink integration at the bottom.
Once installed, you can go to a case in Salesforce and you should see the following: