The Fullview Salesforce App is designed to be used for record pages.
Once you have installed the Salesforce app, you can customize the record page (Contact, Case, Lead) and add our Fullview app to the Record page.
Requirements:
As a prerequisite to use this functionality, you need to:
have a Fullview account
install Fullview in your product
💡 Installing Fullview from Salesforce AppExchange will be done only once by the Salesforce admin who also has to pin Fullview to the record pages (step 4 below).
💡 If the EMAIL of the customer who opens a ticket in Salesforce can't be found in your Fullview org, you won't be able to initiate a cobrowsing session or watch the customer's session replay from the case.
Learn How To:
Get the app from AppExchange
Go to Salesforce AppExchange, select the Fullview app, click Get It Now and and follow the integration steps. The integration will apply to your entire Salesforce org.
Apply the Fullview block to all your Salesforce cases
Now the only thing left is to pin the Fullview block to all your Salesforce cases, for all support team mates.
Go To Setup by clicking on the gear icon (see icon in top right)
Search for Lightning App Builder and click on it
Find the name of your Record Page for your Case object and click the Edit button
From the left side menu, scroll down to Custom - Managed section and drag Fullview to the section of the page where you want your team mates to see it.
Drop it and it will look as below.
From the top right of the page, Click on Save then click on Activation
Assign as org default
Success! ✅ All your team will now see the Fullview block in their case view.
Link Salesforce app to your page
When you first add the Fullview app to the record page, you may see that your Salesforce organization is not linked to a Fullview account.
After you click on the Link with Fullview button, you will be redirected to Fullview's app, where the linking happens.
Once completed, your Salesforce organization is linked to your Fullview account.
Launch a Co-browse session from within Salesforce
Once you have linked your Salesforce organization to your Fullview account, you will see the co-browse button and the replays for the selected record (Be aware that the record must have an email).
Clicking the Co-browse button will open a new tab and initiate a co-browsing session with the customer from the opened record.
Your end user will receive an invitation to join the co-browsing sessions.
Once they accept on their end, you will be launched into a co-browse call where you can navigate them on their screen.
Watch Session Replays from within Salesforce
Clicking on one of the Session Replays will open a new tab where the chosen replay will start playing, allowing you to understand what the customer did before reaching out to you
From the Session Replays page you can also view the console log and get more context into any issues your user might be having.
