C4C and MindTouch Integration – Link to Case

This post explains how to integrate Mindtouch GeniusLink with C4C to enable Link to Case scenario.

Use Case:

1. Service Agent would like to search for Articles in MindTouch from C4C Ticket details screen. Further the service agent would like to share the articles link with the customer via email or social channels.

Solution:

1. Enable standard C4C Mindtouch GeniusLink integration by following the steps provided in this document
2. Download the sample  widget code provided by MindTouch for Link to Case scenario
3. Open the custom HTML mashup in C4C and replace the HTML code with the downloaded one
4. The sample code is configured to use the MindTouch Success Center at success.mindtouch.com. In the HTML code editor, update the following variables to use your configuration:

MindTouch.SITE_URL = “https://<your-company-mindtouch-url>”;

MindTouch.WIDGET_SOURCE = ‘MT-custom-search’; MindTouch.DEFAULT_SEARCH = “”;

After modifying the variables, Click Preview to verify the search interface works and results load.

5. Customize the widget to return the Knowledge base article information from Mindtouch widget to C4C.

In the HTML code editor, update the code in the following method to return the Article ID, Title and URI to the Mashup outports so that it can be persisted in the Ticket Business object.

_relateCase: function(result, button) {

sap.byd.ui.mashup.fireResultUpdate(

{

‘KnowledgeBaseArticleDescription’ :result.title,

‘KnowledgeBaseArticleURI’:result.uri,

‘KnowledgeBaseArticleID’: result.id });

}

6. Save the changes and Click Preview and search for an article. Now click on “Link to Case” button within the preview screen. This should fire the code in “relateCase” function and return the related article information to the outport parameters.

Test and Validation:

1. Open a ticket details screen in C4C
2. Navigate to the GeniusLink mashup
3. Search for an article
4. Click on “Link to Case”
5. Notice that after the round trip, a shortened URL with Article link will be added to the Email Compose box.
6. Once you send the email with this Article link then the Article ID, Article Description and Article URL will be persisted in the Ticket BO. [Note that if you do NOT send the email then the article data will NOT be persisted in Ticket BO]

Note – Works best for Public KB. No Authentication required.