SupportLogic Salesforce Plugin

With the installation of the SFDC plugin by SupportLogic, actions taken within SupportLogic are synchronized in Salesforce. The list of actions that users can take are:

• Update case status
• Update case priority
• Update case owner
• Add case notes (Both public and private)
• Send emails to cc and bcc users while adding the case notes
• Escalate a case
• Add Case Comments
• Delete Case Comment
• Add case Reply
• Delete Case Reply
• Get case latest info
• Sync sentiment score value

Not all of these actions may be configured for your instance of SupportLogic. Check with your Customer Service Manager to confirm.

The installation of the SFDC Plugin for all users, provides your users with the ability to access classes which are required to perform write back operations from SupportLogic to Salesforce. With the installation of the SFDC Plugin there are two main UI components that become available within Salesforce:

• UI Component to show the Case Annotations & Case Sentiment Score in Case record page
• Another Page to select the editable fields

Installing the SFDC Plugin 

There are two different versions of the Salesforce.com plugin: one for production and one for a sandbox instance of Salesforce.   based on the Salesforce Instance. 

• Production & Developer Instance: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t6F000004LDbh

• Sandbox Instance: https://test.salesforce.com/packaging/installPackage.apexp?p0=04t6F000004LDbh

Salesforce Production Instance

1. Open the appropriate URL for your Salesforce instance in a browser to start the up-gradation process.
2. Choose the option Install for All Users and acknowledge you are installing a Non-Saleforce Application.
3. Click on the Install button.
4. Next, select the check box to grant the permissions for third party websites.
   • Selecting both your ****-dev.supportlogic.io and your ****.supportlogic.io websites and select Yes to grant access to these third-party web sites.
5. Click on the Continue button. 

Salesforce Developer Instance Configuration

If you are installing on a Developer instance of Salesforce, you will also need to configure the settings for the SupportLogic plugin. To configure your Developer Instance:

1. Locate Custom Settings either by navigating to it under Setup or by using the Quick Find search box.
2. In Custom Settings, click Configuration.
3. Click the Manage button in the Custom Setting Definition.
4. Click the New button under Default Organization Level Value section.
5. Check the isSandbox option and then click Save.

Upgrade the Plugin to version 1.9

As with the initial installation of the SFDC plug-in, you will need to select the correct installation package based on the type of Salesforce instance you are using:

1. Select the appropriate download link below:

• Production & Developer Instance - https://login.salesforce.com/packaging/installPackage.apexp?p0=04t6F000004LDbh

• Sandbox Instance - https://test.salesforce.com/packaging/installPackage.apexp?p0=04t6F000004LDbh

2. When the Upgrade dialogue appears, select the option for Install for All Users.

3. Click Upgrade.

4. Next select the checkmark Yes to approve third party access and Continue.

If you are installing into a Developer Instance of Salesforce, you will need to complete the steps defined in the Developer Instance Configuration section above.