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MindTouch Success Center

Touchpoints for Salesforce Installation Guide

This page applies to:MindTouch (current)

This guide explains how to integrate MindTouch Touchpoints for Salesforce. 
 

Prerequisites


How to install Touchpoints for Salesforce


To install the Touchpoints for Salesforce, perform the following steps:

Step 1: Install the Touchpoint base package (required)

The base package is a requirement for each integration. 

  1. As a Salesforce administrator, install MindTouch Touchpoint for Salesforce (1.10).
  2. Select the users to grant access to and click Install to proceed. Depending on your environment, Salesforce may send an email after the package has been installed.

Salesforce_base_1.png

Step 2: Configure the Touchpoint base package (required)

After installing the Touchpoint base package, configure your settings: 

  1. Click on your username and select Setup.
  2. In the Setup screen, in the App Setup side bar, navigate to Develop > Custom Settings.

custom_settings.png

  1. In the Custom Settings list, select Manage in the Action column.

mindtouch_settings_list.png

  1. In MindTouch Settings, click New at the top.

mindtouch_settings_details.png

  1. In the MindTouch Settings Edit dialog, configure the fields as follows:
Field Meaning Example
Customer Activity ID Field Field used to look up user activity on MindTouch. MindTouchUserName
Case Search Field The field to conduct the search on. Leave as Subject. Subject
Publish Article Path The parent page that all new articles will be published under. /Private_Articles
Search 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
Site Name The name of your MindTouch site to be displayed at the top of the widget. Success Center
MindTouch URL The URL of your MindTouch site. https://success.mindtouch.com

MindTouch_Settings.png

  1. Click Save.

Step 3: Configure the search constraint (optional)

This default search constraint parameter ensures that only MindTouch articles are returned (omits templates and file attachments):

+namespace:main type:wiki

If you'd like to further omit a specific section of your site, use the following (omits search results for content under the section "/Private_Articles"):

+namespace:main AND type:wiki AND -path:Private_Articles/* AND -path:Private_Articles

Step 4: Add your site to approved remote sites (required)

In order to take full advantage of your Touchpoint, add your MindTouch site as an approved site in Salesforce. If you skip this step, you can still use the Touchpoint, but you cannot relate articles to cases. 

  1. In theSetup screen, in the Administration Setup side bar, select Security ControlsRemote Site Settings.

remote_site_settings.png

  1. In the All Remote Sites screen, click New Remote Site.

remote_site_edit.png

  1. Configure the fields as follows:
Field Meaning
Remote Site Name Name of your MindTouch site (no spaces).
Remote Site 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.
  1. Click Save
     

Step 5: Set up reports (if applicable)

Follow the steps in the article outlining how to create reports in Salesforce to set up your reports.

Currently, reports are supported for the following objects:

  • The Case object, using the MindTouch Related Article custom object.
  • The Opportunity object, using the MindTouch Related Article (Opp) custom object.

Every time a MindTouch article is linked to a case or opportunity, a new custom object is created that can be reported on.