Our Salesforce integration works with Salesforce Cases
and has the following features:
- Once inside a case page, the app shows up and suggests articles matching that case's subject.
- The agent can search for articles from the app.
- The agent can link articles to the case. Linked articles can be unlinked by agents.
- The agent can create new articles from the integration app, which are automatically linked to the case at hand.
- The agent can see articles linked to this case.
Helpjuice makes use of two different apps to provide these features. One is used to manipulate suggestions, linking/unlinking and adding new articles. The other one just shows linked articles. This allows you to better organize your Cases page layout.
Notice: in order for this integration to work, you need to enable your Helpjuice account to allow it. To do that, go to Settings > Integrations.
To install the package onto your Salesforce account, use this link:
Once installed, you'll need to create a Visualforce Page. Inside your Salesforce account, go to Develop > Visualforce Pages > New. Fill in Label: Helpjuice; Fill in Name: Helpjuice.
Then, paste the following inside Visualforce Markup:
<apex:page standardController="Case"> <apex:canvasApp applicationName="Helpjuice" namespacePrefix="helpjuice" height="400px" width="500px"/> </apex:page>
You can change the height and width to whatever values you want, you can change this later to adjust to your layout. Save the page.
Now we've got to add a page for the Helpjuice Links app too: Develop > Visualforce Pages > New. Label: Helpjuice Links; Name: Helpjuice_Links.
Paste this inside Visualforce Markup:
<apex:page standardController="Case"> <apex:canvasApp applicationName="Helpjuice Links" namespacePrefix="helpjuice" height="400px" width="500px"/> </apex:page>
Save the page.
Now, open any Case and click on Edit Layout. It's a blue icon with a pencil, near the printer icon. Once inside the Layout Editor, you need to select Visualforce Pages and then you can just drag & drop both Helpjuice and Helpjuice Links wherever you want it to be displayed.
That's it. Save the layout and go back to Case Details page. You should see an authorization message. Once allowed, the Helpjuice apps should load up accordingly.
Once Salesforce is enabled in your account, you will see a new tab under Analytics session called Salesforce. It will show you details on how many articles are being linked to cases versus how many articles are being added from cases.
These metrics allow you to see how useful your knowledge base currently is and how many new articles are being added because your knowledge base is incomplete or can be improved.