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Set up a feedback knowledge queue in Salesforce

This page applies to:MindTouch (current)

This tutorial shows how to set up a knowledge queue in Salesforce to capture user feedback and take action to improve your documentation.
 

Options for setting up a knowledge queue


  • Using a simple Salesforce.com case object
  • Adding a checkbox to the case
     

How to set up a knowledge queue using the case object


 Step 1: Create a new case origin picklist value

  1. In Salesforce.com, navigate to Customize > Cases > Fields > Case Origins.
  2. Under Case Origin Picklist Values, click New.
  3. Type in Knowledge Queue or KQ and click Save.
  4. The new picklist value shows up in your list of values:

Screen Shot 2014-02-26 at 6.32.55 PM.png

 Step 2: Add a routing email address

  1. In Salesforce.com, navigate to Customize > Cases > Fields > Email-to-Case.
  2. Under Routing Addresses, click New and select Email-to-Case.
  3. Select a Routing Name.
  4. Designate the Email Address (using the same address you configured in the MindTouch control panel). 
  5. Set the Case Origin to Knowledge Queue.
  6. Verify your email address.
  7. Copy the Email Services Address Salesforce created and use it to set up a forwarding address in your email client.

Screen Shot 2014-02-26 at 6.40.57 PM.png

  1. Set up a Case View to see all incoming cases to the new knowledge queue.
     

How to record feedback using a custom checkbox in a case


Perform the following steps to create a checkbox agents can check to record feedback and to later populate a report:

 Step 1: Enable your checkbox

  1. In Salesforce, navigate to Customize > Cases > Fields.
  2. Under Case Custom Fields and Relationships, click New.
  3. Select the Checkbox radio button.
  4. Give it a field label.
  5. Enable field-level security and add to page layout.

 Step 2: Create a report to see cases that require further action

  1. Under the Report tab, click New Report.
  2. Create a new case report.
  3. Designate the report time frame.
  4. Add the filter for the new checkbox.
  5. Include the Case details in the report columns to display the case notes.
     
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