Salesforce
Overview
Glance for Salesforce improves the efficiency and customer experience of every call or chat session via integrated cobrowsing (mobile, web), screen sharing, and agent video. The Glance package allows your Salesforce users to join or start Glance sessions directly from a Salesforce record, and sync metadata about that session back to that record automatically.
Prerequisites
Before you begin utilizing the Glance for Salesforce package, complete the following prerequisites:
- You have been provisioned a Glance Group and there is a Glance Administrator account provisioned for the group.
- You have tagged your website with the Glance Cobrowse script, and have added a button or link to start Cobrowse on the site.
- Optional: You have enabled SAML authentication with Glance in the Identity Provider of your choice.
- Optional: If using 1-Click Connect, you have instrumented your website with this feature per the requirements.
Supported Versions
Supported Salesforce versions can be found on the Glance Software Current and Supported Versions page.
Streamlined Installation
The following is a streamlined version of the Salesforce installation process, if you want to install the package quickly. Click the links to go to respective sections of the help site.
- Download the Glance for Salesforce package here.
- Log in to Glance inside Salesforce.
- Select Glance Buttons for Salesforce objects.
- Modify Profile Settings.
- Add permission sets.
- Add buttons to a Salesforce object, like case.
Using Glance for Salesforce
- Install Glance for Salesforce Package
- Log in to Glance in Salesforce
- Glance Company Settings
- Adding Glance Buttons to Salesforce Records
- Joining Sessions
- Glance Data Sync for Reporting
- Uninstalling Glance for Salesforce
Additional Setup
- Using Glance with Messaging
- Glance Cobrowse for Lightning Digital Experiences (Communities)
- Add a Glance Session Related List
- Using Glance with Custom Objects
- Hide the Glance Component for Users Without Glance Access
- How SSO Works in Salesforce
Salesforce Package Features
The following tables outline which Glance packages offer support for various Salesforce technologies and consoles. Click the links in the table for additional information on configuring specific features.
Glance (Latest Package)
| Feature | Lightning Console | Classic Console |
|---|---|---|
| Salesforce Classic Chat (formerly Live Agent) | Yes | No |
| Salesforce Embedded Services Chat (formerly Snap-in) | Yes | No |
| Log sessions from Chat sessions | Yes | N/A |
| Support for custom objects | Yes | No |
| Choose which buttons appear in the Glance Component | Yes | Yes |
| Configure Glance buttons by object | Yes | Yes |
| Configure Glance buttons by profile | Yes | Yes |
| Self-serve setup SSO | Yes | Yes |
Glance for Salesforce (Legacy Package)
| Feature | Lightning Console | Classic Console |
|---|---|---|
| Salesforce Classic Chat (formerly Live Agent) | Yes, with extension | Yes, with extension |
| Salesforce Embedded Services Chat (formerly Snap-in) | Yes, with extension | Yes |
| Log sessions from Chat sessions | No | No |
| Support for custom objects | No | No |
| Choose which buttons appear in the Glance Component | Yes | Yes |
| Configure Glance buttons by object | Partially Supported* | Partially Supported* |
| Configure Glance buttons by profile | No | No |
| Self-serve setup SSO | No | No |
* You can only configure buttons for Cases, Contacts, or Leads.