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MindTouch Success Center

Set up your Touchpoint for Salesforce

This page applies to:MindTouch (current)

This document helps set up a Touchpoint for Salesforce to enable your support agents to search your product documentation, create queues and gain customer insights. 
 

This is a generic implementation. Customization of this integration is possible.  


Salesforce Setup


To set up your Salesforce ticketing system, perform the following steps:

Step 1: Create a Visualforce page in Salesforce

Visualforce pages allow to embed your own HTML, Javascript and CSS markup.

  1. Navigate to User > Setup > Customize > Cases > Fields.
  2. Click New

GL-SF.png

  1. Select Text type and click Next

Step 2: Create your custom fields

Create two (2) custom fields (usertoken and Supporting Ticket ID) in Salesforce to receive the user history information MindTouch provides. 

  1. For the usertoken custom field, add the following information: 
  • Field Label = usertoken
  • Data type = text
  • Max length = 64

SF_Case_field_usertoken.png

  1. Click Next.
  2. Select the profiles for which you want to grant edit access to this field via field-level security.

If you do not add the field to field-level security, the field will be hidden from all profiles. Once all the appropriate profiles have been selected, click Next.

  1. You can set the field to be hidden from your support agents through configuring roles. Determine what would work best for your environment. 
  2. Select Save and New.
  3. Repeat the steps 4 through 8 to add the Supporting Ticket ID custom field.

Step 3: Verify your custom fields

Your fields should look like this:

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

Step 4: Enable web-to-case

  1. Navigate to Setup > Customize > Self-Service > Web-to-Case.
  2. Select the Default Case Owner and Automated Case User.
  3. Set the User and the Automated Case User to your default user. 
  4. Select the Web-to-Case Enabled checkbox for your organization.

Screen Shot 2014-02-21 at 3.29.18 PM.png

  1. Set the Default Origin to Web
  2. Click Save
  3. Select Generate HTML.

Step 5: Select the information to be captured

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 usertoken and Supporting Ticket ID from the Available Fields list to the Selected list.

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

2.  Click Generate (you may have to add a generic title URL) to produce an HTML sample. For example:

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

Save this information!

Step 6: Modify your form templates

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 template

Edit from wysiwyg:

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

Request Article form template

Edit from Source:

  • Replace the orgid value (1x).
  • Replace the Supporting Ticket ID value (2x).
  • Replace the MTARC URL with the URL of the site getting configured (1x).

Search template

No changes needed. 

Thank You template 

No changes needed. 
 

 

The forms in the .MTARC are posting through the Salesforce API directly based on the web-to-case form. A user could also set up the configuration to redirect to a Salesforce form in the Salesforce portal or have the forms email Salesforce.