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MindTouch Success Center

MindTouch for Salesforce overview

MindTouch for Salesforce, which replaces the GeniusLink integration, gives agents access to knowledge content within the environment they already use to work cases. This integration adds onto standard Salesforce web-to-case functionality.

To implement MindTouch for Salesforce, contact your Customer Success Manager.

Agent experience

  • Access MindTouch content from within Salesforce. Only see content based on MindTouch permissions, which can automatically limit to product areas or other filters.
  • Share MindTouch content with a customer. Copy and paste relevant info from MindTouch content or use email templates that auto-populate with link to solution content.
  • Link MindTouch content to case history. Generate reports about what content resolves customer issues.

Resolve cases in Salesforce with MindTouch

After MindTouch for Salesforce is implemented on your MindTouch site, customers can submit a case via an embedded contact form that auto-populates customer history and relevant MindTouch content in the Salesforce case.

Search tab

The Search tab auto-populates results based on the case subject.

  • Manually enter new searches in the search field
  • Use the Refine search drop-down field to filter results based on your MindTouch content hierarchy
  • Click an article title to auto-open the article in the View tab
  • Click Link to case to connect the article to MindTouch Related articles case history and copy the link to clipboard

MindTouch-for-Salesforce-Search-Tab.png

View Tab

The View tab displays MindTouch content without leaving the Salesforce interface.

  • Click Link to case to connect the article to MindTouch Related articles case history and copy the link to clipboard
  • Use navigation (previous and next arrows, home icon) to see other MindTouch content
  • Click the Open icon to open the article in a browser window

MindTouch-for-Salesforce-View-Tab.png

Insights Tab

The Insights tab displays customer history with self-service activity before they submitted the case.

  • Under User viewed, see content viewed with timestamp
  • Under User searched, see search querries entered
  • Details will continue to populate for ongoing customer activity

MindTouch-for-Salesforce-Insights-Tab.png

 

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