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MindTouch Success Center

Integrate Search into your CRM

This page applies to:MindTouch (current)

This reviews how to add a search integration to your CRM to search for your MindTouch product documentation.

 

This is a legacy integration. To integrate with our latest technology, visit our Touchpoint for CRM guide.

 

Why should I add a search integration to my CRM?


With MindTouch search, agents move beyond the knowledge base and can pull up help content from across the organization. They can quickly pull up any article and send a link by email, ensuring customers get branded, authoritative content quickly.

The primary benefits for the organization are:

  • Agent enablement: Agents can quickly find and recommend the most relevant content 
  • Standardized agent messaging: Agents provide customers with branded, authoritative links instead of 1-off replies which may be off-message
  • Drives self-services: Customers are shown how to find knowledge in the help center
  • Improves quality of support: Customers are sent to the official content with the most up-to-date information
  • Lowers costs: Agents improve their Mean Time To Resolution by quickly linking to content instead of writing a new response
     

What are the benefits for my agents?


Extending the full MindTouch search experience into your CRM has the following benefits:

  • Instant access to knowledge.  Search results appear while you type.
  • Results are identical to the main search experience. Search includes the MindTouch search recommendations functionality.
  • Fast search refinements.  Dynamic drop-down lists to filter results to a category.
  • Quick access to more results. Click a single button to load additional results.

     

Prerequisites


In order to set up this integration, you should have:

  • A CRM that can run HTML code
  • Basic familiarity with Javascript
  • Basic familiarity with CSS (if styling customization is desired)
     

How to integrate search


Step 1: Download the sample code

Download this sample file to your computer. Open the file and verify you can perform searches. For example, search for "SSO" and verify results load.

Step 2: Modify the configuration variables

  1. In the downloaded sample file, modify the following settings:
  • SITE_URL - the MindTouch site to connect to (connect to the HTTPS version of the site, since most CRM/CEM systems are HTTPS themselves)
  • WIDGET_SOURCE - the name that should appear in your site usage report
  • DEFAULT_SEARCH - the string that should be autosearched when the widget is opened. This is often populated with the ticket subject, if available.
var MindTouch = {};
MindTouch.SITE_URL = "https://success.mindtouch.com";
MindTouch.WIDGET_SOURCE = 'MT-custom-search';
MindTouch.DEFAULT_SEARCH = "";
  1. Verify the search interface works and that results load.

Step 3: Add the code to your CRM software

The last step is to integrate the code into your CRM. Copy the HTML code into the appropriate location.

A few caveats:

  • Single sign-on (SSO): Search 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>
    
  • API requests: The widget makes direct API calls using jQuery's $.ajax() function. If the CRM provides its own AJAX library, this can be used instead.
    var url = self.siteUrl + '@api/deki/site/query?dream.out.format=jsonp&dream.out.pre=?';
    j$.ajax({
        url: url,
        data: params,
        dataType: 'jsonp'
    })
    
  • Custom behavior: The code was written to be modular. The site/query API has several parameters which can be adjusted. Advanced content searches can be performed as well. 
    var params = {
        q: query,
        limit: 10,
        sortby: '-date,-rank',
        constraint: constraint,
        summarypath: encodeURI(self.searchPath),
        offset: offset,
        origin: MindTouch.WIDGET_SOURCE
    };
    
  • Custom styling: The CSS at the bottom of the integration can be modified to style the integration.
     

Step 4: Verify your search integration in your CRM

Verify the search integration runs inside your existing application:

geniussearch.html.png

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