Salesforce Integration

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Linked articles can be unlinked by agents.</li> <li>The agent can create new articles from the integration app, which are automatically linked to the case at hand.</li> <li>The agent can see articles linked to this case.</li> </ul><p data-empty="true">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.</p><p><span class="fr-video fr-deletable fr-fvc fr-dvb fr-draggable" contenteditable="false" draggable="true"><iframe src="https://www.youtube.com/embed/hAVUxsRGtmA?&wmode=opaque&rel=0" allowfullscreen="" class="fr-draggable" data-dashlane-frameid="5440" width="640" height="360" frameborder="0"></iframe></span><br></p><h2 data-toc="true" id="installation-0">Installation</h2><p data-empty="true"><strong>Notice</strong><br>In order for this integration to work you need to:</p><ol> <li data-empty="true">Enable Salesforce in your Helpjuice account. To do that, visit Settings > Integrations > Salesforce Integration.</li> <li data-empty="true">Make sure your Helpjuice email matches the email you use to log into Salesforce.</li> </ol><p data-empty="true">To install the package onto your Salesforce account, use this link:<span style="color: rgb(0, 0, 0);"><a href="https://login.salesforce.com/packaging/installPackage.apexp?p0=04t41000002ZMix&isdtp=p1" name="ExportPackageDetailPage:theForm:versionDetailBlock:j_id135:j_id136:pkgInstallUrl"></a></span><br><span style="color: rgb(0, 0, 0);"><a href="https://login.salesforce.com/packaging/installPackage.apexp?p0=04t41000002ZMix&isdtp=p1" name="ExportPackageDetailPage:theForm:versionDetailBlock:j_id135:j_id136:pkgInstallUrl"><span style="background-color: rgb(204, 204, 204);">https://login.salesforce.com/packaging/installPackage.apexp?p0=04t41000002ZMix</span></a></span></p><p data-empty="true">Once installed, you can create a custom boolean field in the Case object called <strong>used_article</strong>. When an article from Helpjuice is linked to a Case, we update this field to indicate that a Case is linked. This field can help you track how many Cases are linked to articles in Helpjuice. This is optional and the integration will work without it.</p><div class="hj-alert-block hj-info-block" data-controller="alert-block"> <a class="delete-alert-block fa-trash-alt" contenteditable="false" data-action="alert-block#delete" href="#">Delete</a><div class="alert-message"> <h3 class="hj-alert-heading" data-toc="true" id="note-1">Note</h3> <p class="hj-alert-text">If you only add this field after you already linked cases, it's not possible for Helpjuice to backfill those you've already linked. It'll only affect cases linked afterwards.</p> </div> </div><p data-empty="true">After the field is added, 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.</p><p data-empty="true">Then, paste the following inside Visualforce Markup:</p><pre style="margin-left: 20px;"><apex:page standardController="Case"> <apex:canvasApp applicationName="Helpjuice" namespacePrefix="helpjuice" height="400px" width="500px"/> </apex:page></pre><p data-empty="true">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.</p><p class="currently-active" data-empty="true">Now we've got to add a page for the Helpjuice Links app too: Develop > Visualforce Pages > New. Label: Helpjuice Links; Name: Helpjuice_Links.</p><p data-empty="true">Paste this inside Visualforce Markup:</p><pre style="margin-left: 20px;"><apex:page standardController="Case"> <apex:canvasApp applicationName="Helpjuice Links" namespacePrefix="helpjuice" height="400px" width="500px"/> </apex:page></pre><p data-empty="true">Save the page.</p><p data-empty="true">Now, open any Case and click on Setup > Edit Page.</p><p data-empty="true"><img src="https://static.helpjuice.com/helpjuice_production/uploads/upload/image/1885/direct/1574468834321-1574468834321.png" class="fr-fic fr-dib"></p><p data-empty="true">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.</p><p data-empty="true">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.</p><p><img src="https://static.helpjuice.com/helpjuice_production/uploads/upload/image/1885/direct/1574468758859-1574468758859.png" class="fr-fic fr-dib"></p><p data-empty="true"><br></p><h2 data-toc="true" id="analytics-2">Analytics</h2><p data-empty="true">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.</p><p data-empty="true">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.</p></div> <div class="tags"> <a href="/contact-us##search_query=integration"><span>integration</span></a> <a href="/contact-us##search_query=salesforce"><span>salesforce</span></a> </div> <footer class="was-this-helpful"> <div class="thumbs"> <p>Was this article helpful?</p> <form accept-charset="UTF-8" action="/questions/583312/feedbacks" class="new_feedback" id="new_feedback" method="post"> <input name="authenticity_token" type="hidden" value="W7fIKyhlMGSYY6ZpNZ0EjAuXfvwpXGjx8KK7p9liJk0=" style="display: none" /> <input id="feedback_score" name="feedback[score]" type="hidden" value="0" style="display: none" /> <a id="yes" class="response feedback"> <div class="thumb-up"> <i class="far fa-thumbs-up"></i> <span>Yes</span> </div> </a> <a id="no" class="response feedback"> <div class="thumb-down"> <i class="far fa-thumbs-down"></i> <span>No</span> </div> </a> </form> </div> <a class="enable-feedback" data-action="click->feedbacks#showFeedbackForm"><i class="far fa-comment-alt-check"></i>Give feedback about this article</a> </footer> </article> </div> </div> <div class="related-articles"> <div class="container"> <h2><i class="fas fa-link"></i>Related Articles</h2> <ul class="related-articles-list"> <li class="article"> <a href="/integrations/olark" id="583301" class="article-title">Olark Integration</a> </li> <li class="article"> <a href="/integrations/slack-integration-invalid-email" id="583315" class="article-title">Slack Integration: Invalid Email </a> </li> <li class="article"> <a href="/integrations/integrating-3rd-party-apps-into-your-kb" id="583317" class="article-title">How To Integrate 3rd-party Apps Into Your KB</a> </li> </ul> </div> </div> </main> <footer id="footer"> <div class="container"> <div class="copyright"> <p>Copyright © 2024 - <a href="https://helpjuice.com/?utm_source=customer_kb">Helpjuice</a> </p> <p class="small">Helpjuice, Inc. is a registered US Corporation, EIN # 45-2275731</p> <a href="https://helpjuice.com/helpjuice_w9.pdf">Download W9</a> </div> <div class="footer-navigation"> <div class="footer-column"> <ul> <li><a href="https://help.helpjuice.com">Help</a></li> <li><a href="https://helpjuice.com/features">Features</a></li> <li><a href="https://helpjuice.com/pricing">Pricing</a></li> </ul> </div> <div class="footer-column"> <ul> <li><a href="https://helpjuice.com/about">About</a></li> <li><a href="https://helpjuice.com/careers">Careers</a></li> <li><a href="https://helpjuice.com/customers">Customers</a></li> </ul> </div> <div class="footer-column"> <ul> <li><a href="https://helpjuice.com/blog">Blog</a></li> <li><a href="https://helpjuice.com/case-studies">Case Studies</a></li> <li><a href="https://helpjuice.com/resources">Resources</a></li> </ul> </div> <div class="footer-column"> <ul> <li><a href="https://helpjuice.com/knowledge-base-examlpes">Knowledge Base Examples</a></li> <li><a href="https://help.helpjuice.com/privacy-policy">Privacy Policy</a></li> <li><a href="https://help.helpjuice.com/terms-of-service">Terms of Service</a></li> </ul> </div> </div> <div class="knowledge"> <div class="column-left"> <h3>Why is the knowledge base important?</h3> <p>With a knowledge base, you can allow your customers to self-help themselves, thus reducing your customer support by up to 60%. 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