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MindTouch Success Center

Integrate a "Suggest Article" workflow


This article explains how to integrate a clean, user-friendly MindTouch publish experience into your existing SAP CRM. With the publish workflow, agents can capture new customer success information as a by-product of support. Users can quickly suggest or draft articles, which are then routed to a queue (in your CRM) or published to a private area for review.

Integrating a suggested articles workflow allows you to:

  • Create a cycle of self-improvement. Customer information that solved a case is shared with the organization, which improves later support.
  • Drive collaboration. Agents feel empowered to use their experience to contribute to customer success.
  • Guarantee fast contributions. Agents can suggest content with the push of a button, without training.
     

Prerequisites


Integrate Search into your CRM.

Step 1: Download the sample code

Download the sample file to your computer.

Step 2: Set configuration variables

The sample code is configured to use the MindTouch Success Center at success.mindtouch.com. In the top of the file, modify the following settings:

var MindTouch = {};
MindTouch.SITE_URL = "https://success.mindtouch.com";
MindTouch.PAGE_TITLE = "Default Title";
MindTouch.PAGE_PATH = "/Draft/";
  • SITE_URL - the MindTouch site to connect to (connect to the HTTPS version of the site, since most CRM systems are HTTPS themselves)
  • PAGE_TITLE - the default title that an article should have when opened (if none is provided in the input box). This is often populated with the ticket subject, if available.
  • PAGE_PATH - the location on the MindTouch site the article should be published to.

Log into your MindTouch site with a pro member who has edit permissions for the PAGE_PATH above. Open the file locally, type a sample page, and click Suggest Article. A new MindTouch page should open with the desired path and title.

Step 3: Integrate the code with your CRM software

The last step is to integrate the code into your CRM. Using the HTML widget functionality, copy the widget HTML code into the appropriate location. A few caveats:

  • Single Sign-On (SSO): The search widget uses the API and no SSO is performed. If the user has an existing session with MindTouch, it will be re-used by these API requests (more on setting up SSO with MindTouch).
     
  • jQuery: The widget code uses a version of jQuery hosted by Google, and is stored as $j in noConflict mode. If the CRM has an existing jQuery library, this can be used instead.
    <head>
        <!-- PREREQUISITE: jQuery -->
        <script src="https://ajax.googleapis.com/ajax/libs/jquery/1.11.2/jquery.min.js"></script>
    </head>
  • Custom Behavior: The code was written to be modular. The callback function for submitting the form just opens a new window. You can modify this to POST to the pages/contents API. Note: browsers block cross-domain POST requests, so a native REST API interface in the CRM should be used to execute the request.
    j$('#mt-publish-form').submit(function(){
        var title = j$('#mt-title-input').val() || MindTouch.PAGE_TITLE;
        // simple integration: open new page at desired location, ready to edit (if a licensed pro member).
        window.open(MindTouch.SITE_URL + MindTouch.PAGE_PATH + title);
        /* Advanced publishing: do a POST against the pages/contents API */ 
    });
    
  • Template-Driven Publishing: To publish content to MindTouch based on a template, do a GET on the pages/contents API to get the HTML for the template page. On the client, replace the desired sections with information from the ticket. (For example, you may have special strings like {Ticket.Subject} that will be replaced in the HTML.) Then, do a POST to the pages/contents API as described above.
  • Custom Styling: The CSS at the bottom of the widget can be modified to restyle the widget.


After you perform the above steps, you will have a "Suggest Article" button similar to the following running inside your existing application.: