Support.com Cloud App Configuration in Salesforce Service Cloud

This section describes how to configure the Support.com Cloud App in Salesforce Service Cloud once it has been downloaded from the Salesforce AppExchange.

Contents

Configure Authentication in Support.com Cloud

  1. Login to Support.com Cloud with admin access.
  2. Navigate to Admin > Integration > Authentication
  3. Click on Add New.
  4. Provide the following information:
    1. App Name: Unique name for the external application (e.g., sfdc) (required).
    2. Display Name: Display name for Authentication (e.g., Salesforce.com App) (required).
    3. Authentication Type: Select OAuth2 Signed Request (required)
    4. Consumer Key and Consumer Secret: Leave these empty for now. These will be populated in step Set Consumer Key and Secret in Support.com Cloud.
    5. Implementor Class: Select Implementor Class Salesforce.com (sfdc) from the drop down menu.
    6. Copy Embedded Navigator Endpoint URL: This is required in Create Support.com Cloud Connected App.
  5. Click Save to create the Authentication.

Configure Authentication

Configure App in Salesforce Service Cloud

Create Support.com Cloud Connected App

  1. Login to Salesforce.com as an Administrator.
  2. In the Salesforce Setup menu, navigate to App Setup | Create | Apps.
  3. In the Apps page click New under Connected Apps
  4. Provide the following information:
  5. Basic Information:
    1. Connected App Name : Support.com Cloud
    2. API Name: SDC_Cloud [*Please do not use a different name]
    3. Contact Email: <Administrator’s Email Id>
    4. Logo Image URL : https://c.na16.content.force.com/servlet/servlet.ImageServer?id=015j0000001dU51&oid=00Dj0000001uzD6
    5. Icon URL : https://global.nexus.support.com/images/support_favicon.ico
  6. API (Enable OAuth Settings):
    1. Enable OAuth Settings : [Checked]
    2. Callback URL : Embedded Navigator Endpoint URL from Configure Authentication. For example, https://company.nexus.support.com/nexus/api/auth/app/sfdc
    3. Selected OAuth Scopes : Add Access and manage your data (api) and Access your basic information (id, profile, email, address, phone).
  7. Canvas App Settings:
    1. Force.com Canvas : [Checked]
    2. Canvas App URL : Embedded Navigator Endpoint URL from Configure Authentication. For example, https://company.nexus.support.com/nexus/api/auth/app/sfdc
    3. Access Method : Select Signed Request (POST)
    4. Locations : Add Visualforce Page.
  8. Click on Save to complete the creation.

Navigation to create connected app

Create connected app

Set Consumer Key and Secret in Support.com Cloud

  1. As a Salesforce.com Administrator, in the Salesforce.com Setup menu, navigate to App Setup | Create | Apps.
  2. In the Apps page click Support.com Cloud Connected App Name link under Connected Apps.
  3. Copy values of Consumer Key and Consumer Secret under API (Enable OAuth Settings) and add them in Consumer Key and Consumer Secret fields detailed in Configure Authentication.

Connected app security

Update Support.com Cloud Connected App security

  1. As a Salesforce.com Administrator, in the Salesforce.com Setup menu, navigate to Administration Setup | Manage Apps.
  2. Choose Connected Apps.
  3. Click on the Edit button next to Support.com Cloud.
  4. Review and set following policies:
    1. Set Permitted Users policy under OAuth policies section to Admin Approved Users are pre-authorized.
    2. Set appropriate IP Relaxation policy. Set Relax IP Restrictions if this policy enforcement is not required.
    3. Click on Save to apply the chosen settings.
  5. Application Profile Assignment:
    1. Click on Manage Profiles button under Profiles. (To navigate there please follow steps outlined in steps 1 and 2).
    2. Select the appropriate Profiles in Application Profile Assignment page.
    3. Click on Save to apply the settings.

Add Support.com Cloud Navigator to the Case Page Layouts

NOTE: This section is not applicable for Support.com Cloud Embedded Package.

  1. Login to Salesforce.com as an Administrator.
  2. In the Salesforce Setup menu, navigate to App Setup | Customize | Cases | Page Layouts.
  3. Edit the relevant Page Layout.
  4. Locate Support.com Cloud Sessions in the Related Lists.
  5. Drag and Drop Support.com Cloud Sessions under Related Lists.
  6. Save the Case Page Layout.

Add Support.com Cloud Embedded Navigator to the Service Cloud Console

  1. Login to Salesforce.com as an Administrator.
  2. In the Salesforce Setup menu, navigate to App Setup | Customize | Cases | Page Layouts.
  3. Click on Custom Console Components (located on the Horizontal Menu Bar)
  4. Navigate to Subtab Components
    1. Set the Style as Stack and set appropriate Width (e.g., 400 px).
    2. Under Right Sidebar (Knowledge Sidebar), Set the Type as Visualforce Page.
    3. Under Component choose Support.com Cloud Embedded Navigator (SDC_Embedded).
    4. Set appropriate Height. Recommended is 810 px.

Advanced Configuration

Dynamic Step Script Actions

NOTE: This section is to configure Dynamic Step Script Action functionality for interacting with Case Page in Salesforce Console App.

window.SfdcHelper javascript object is available to use in Script Action. The APIs available are:

  1. SfdcHelper.SelectEmail(): Selects Email QuickAction.
  2. SfdcHelper.SetEmailBody(emailTxt): Selects Email QuickAction and append passed text in the body.
  3. SfdcHelper.SetEmailTemplate(templateId): Selects Email QuickAction and selects template based on passed SFDC Template Id
  4. SfdcHelper.getClient(): Gets Sfdc Signed Request client object. This can be used to directly invoke Sfdc.canvas.client APIs in Script Action.
  5. SfdcHelper.RaiseEvent(json): Remotely invokes Sfdc.canvas.publisher.publish API.
  6. SfdcHelper.publisherSelectAction(actionName), SfdcHelper.publisherSetActionInputValues(actionName, fieldName, fieldValue[json]), SfdcHelper.publisherInvokeAction (actionName): Helpers to remotely invoke supported Sfdc publisher events (documented in below references), using remote invocation of Sfdc.canvas.publisher.publish.

References:

Ex: Dynamic script action code to select Email QuickAction and select template (template_id=00X41000000rnx0EAA):

if (!window.SfdcHelper) return false;
SfdcHelper.SetEmailTemplate(template_id);
return true;