Salesforce CRM

Learn how to connect Upscope to your Salesforce instance

There are a couple of options to integrate Upscope into Salesforce. You can either add a button that links to another tab with the co-browsing session, or you can embed Upscope directly into Salesforce.

Connect Upscope

Connecting takes two steps: a Salesforce admin installs the Upscope package in your org once, then any user can connect their account.

Step 1: Install the Upscope Package

A Salesforce administrator needs to install the Upscope package before anyone can connect. This is a one-time setup per org.

Open the Upscope package installer and log in as an administrator.
Choose who should have access. Install for All Users is the simplest option.
Once installed, go to Setup » External Client App Manager, open UserView for Salesforce, and click Edit Policies. Allow your users to authorize the app, either by letting them self-authorize or by pre-approving them with a permission set.

Sandboxes

The package is copied into sandboxes created or refreshed after installation. To connect a sandbox that predates the install, install the package in that sandbox directly.

Step 2: Connect Your Account

In Upscope, go to Settings » Integrations and choose Salesforce. Pick Regular Salesforce for a production org or Salesforce Sandbox for a sandbox, then approve the permissions Salesforce asks for.

Seeing an error about the package?

If Upscope tells you the package isn't installed, your org hasn't completed Step 1, or your admin hasn't granted you access to the app yet. Ask them to check the policies in External Client App Manager.

Turn on Call Creation

You can set Upscope to create a Task whenever you start a session from Salesforce. To enable this, click Customize, then select Yes for "Create an object in Salesforce from the session?" You can further customize the Task or other object we create based on your SFDC configuration.

Salesforce Integration Screenshot 1

{
  "Task": {
    "WhoId": "=sfdc_target_id",
    "WhatId": "=sfdc_case_id",
    "OwnerId": "=sfdc_admin_id",
    "Subject": "Call",
    "Status": "Closed",
    "Description": "=information"
  }
}

To customize the object, edit the field mapping JSON by using the pre-defined one as a reference. The single top-level key is the Salesforce object to create, so you can point it at Event, a custom __c object, or anything else your org uses. Values that start with = are dynamic and will be based on the specific session. The available ones are:

Value	What it resolves to
`=sfdc_target_id`	The contact, lead, or account the session was started from
`=sfdc_contact_id`	The contact the session was started from
`=sfdc_lead_id`	The lead the session was started from
`=sfdc_account_id`	The account the session was started from
`=sfdc_case_id`	The case the session was started from
`=sfdc_admin_id`	The Salesforce user who ran the session
`=information`	A summary of the session
`=video_url`	A link to the session recording
`=started_at`	When the session started
`=ended_at`	When the session ended

Any value that doesn't start with = is used as-is, like "Subject": "Call" above. At least one value must start with =sfdc.

From the bottom of that page, copy the start session URL.
Use the following path in your Salesforce to create a button for the Upscope link:
```
[YOUR_SALESFORCE_BASE_URL]/lightning/setup/ObjectManager/Case/ButtonsLinksActions/newButtonOrLink
```
Button Type
Make sure that you choose the option 'Detail Page Button'.
Click Save.

Option 2: Adding Upscope to Lightning App Page

Smooth out the workflow for users by inserting an Upscope iframe into Salesforce, meaning they won't need to leave to co-browse.

Either add to an existing Lightning App Page or create a new one. To create a new one:

Go to Setup » Custom Code » Visualforce page » New.
Select Record Page, choose a label and target Object, we suggest you add Upscope to Cases and Contacts.
Make sure you check "Available for Lightning Experience, Experience Builder sites, and the mobile app". Add the Visual Force Page code found under Upscope Settings » Integrations » Customize Salesforce and paste it in the Visualforce Markup.
Click Save.
Go to Lightning App Builder and choose which app you'd like to add Upscope to.
Find Upscope under Components.
Drag it to the location you'd like to add it to, we suggest adding it next to "Feed" and "Related".
Click Save.

While on a case, click the "Screen share" link to start a session.

Salesforce Integration Screenshot 5

You will be redirected to the user's screen if they are online, and the search page if they are not.

Embed

Wherever you've decided to add the embedded iframe, you'll find the search page. Make sure you're logged into an Upscope account.

Salesforce Integration Screenshot 6

User's Email

Make sure to add the user's email in the JavaScript for a smoother process.

After you are done, the call will be logged on the case feed.

Documentation