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Customer Insights in Service Cloud

See what customers have searched and viewed so agents can provide a faster and more relevant solution.

Enable Customer Insights as part of MindTouch for Salesforce Service Cloud integration.

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The Insights tab displays customer history with MindTouch self-service activity before they submitted the case.

  • Under User viewed, see MindTouch content viewed with timestamp
  • Under User searched, see MindTouch search queries entered with timestamp
  • Details will continue to populate for ongoing customer activity
  • Colors indicate the relative timeframe in which the customer viewed or searched for content
    Screenshot of customer insights touchpoint legend

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  • Click an article title to open the article in a browser tab
  • Click a search term to open a search results page for that term in a browser tab
  • Scroll to the bottom of the Insights tab and click View in MindTouch to see the data in a browser tab

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Limitations

Insights only shows pages and searches powered by MindTouch. Use a third-party data tool, such as Google Analytics, to collect data for behavior in other systems.

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