Salesforce Integration Use Case

Transcription

1 Salesforce Integration Use Case 2017 Bomgar Corporation. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective owners. TC:8/31/2017

2 Table of Contents Salesforce Integration Overview 3 Integration Summary 3 High Level Integration Information 3 Salesforce Integration Use Case 4 Traditional Phone Support (Customer Service Representative Opens a Case) 4 High Level Integration Design of the Salesforce Integration 5 Generate Session Key Process 5 Update Case Process 6 Integration Screen Shots 7 Generate Session Key Button 7 Generate Session Key Dialog (on Help Desk Form) 7 Bomgar Session List 8 Bomgar Session Detail 9 Bomgar Integration Settings 10 CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 2

3 Salesforce Integration Overview IMPORTANT! You must purchase this integration separately from both your Bomgar software and your Salesforce solution. For more information, contact Bomgar sales. Integration Summary The integration of Bomgar with Salesforce adds functionality that provides the means to initiate a support session from the Salesforce Case interface and at the end of the session to update the case with the following information: 1. Chat Transcript 2. File Transfers 3. System Information 4. Session Notes 5. Exit Surveys (Customer and Representative) 6. Recordings (Links Only) High Level Integration Information Data Source Data Destination Direction Push/Pull Integration Mechanism Bomgar Salesforce.com Case Both-way Push and Pull Bomgar API CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 3

4 Salesforce Integration Use Case Traditional Phone Support (Customer Service Representative Opens a Case) This use case is initiated when a customer calls the service desk and speaks with a representative. Following is the process flow for this use case. Process Flow The customer calls the service desk and speaks with a representative. The support representative opens a new case in Salesforce.com. If the support representative determines that remote support is appropriate, then they open the case, where the representative is presented with a button Generate Session Key to issue a Bomgar session key. The support representative reads the session key to the customer or sends an with the URL and session key. The customer uses the session key to establish a session. The representative interacts with the customer via the chat interface. At the end of the session, the case will be updated with the captured information. CONTACT BOMGAR info@bomgar.com (US) +44 (0) (UK/EMEA) BOMGAR.COM 4

5 High Level Integration Design of the Salesforce Integration The integration will be initiated by the Salesforce.com Case interface to generate the session key and to launch the Bomgar browser chat window. Also, behind the scenes, the case will be updated with the captured information (during the support session) via the Bomgar Outbound Events, the Salesforce.com Integration, and the Bomgar API. Generate Session Key Process CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 5

6 Update Case Process CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 6

7 Integration Screen Shots Generate Session Key Button Generate Session Key Dialog (on Help Desk Form) CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 7

8 Bomgar Session List CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 8

9 Bomgar Session Detail CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 9

10 Bomgar Integration Settings CONTACT BOMGAR (US) +44 (0) (UK/EMEA) BOMGAR.COM 10