Salesforce Plugin Version 2.3 - Installation Guide

Prerequisites & Eligibility for Version 2.3 Upgrade

Before upgrading to Version 2.3, it’s important to determine if your organization meets the necessary criteria.

• New Customers: All new customers will automatically be onboarded with Version 2.3.
• Existing Customers: If you are currently using the Salesforce Plugin and require enhanced capabilities—such as Account Insights, Agent Insights, improved Case Summarization, or Agent Assist features like Case Prioritization and Knowledge Search—you are eligible for this upgrade.
• UWF Migration Requirement: If your organization uses the legacy write-back functionality within the Salesforce Plugin, completing the UWF Migration is a prerequisite for upgrading to Version 2.3.

Note: Always reach out to the Support team for any assistance or clarifications.

Package Installation Steps

1. Open the link below in your browser:

   • Sandbox: Version 2.3
   • Production: Version 2.3

2. Enter Username and Password for the Salesforce Org. After successful login, you will be redirected to the page below:

   • On this page, you can select for whom you need to install the new package:
     • For Admins only
     • For All Users
     • For Specific Users

        3. Select one option according to your requirement (e.g., For All Users) and proceed by clicking on the                 Install button. Then, check the checkbox and grant permission.

        4. Checking the checkbox and clicking Continue will initiate the installation process.

        5. "Checking the checkbox and clicking 'Continue' will initiate the installation process. 

        6. And once Successful Installation of package is done as shown above, you can cross check your installed                 package either by clicking on Done or navigate using below hierarchy under Setup > Quickfind.

        7. Package:

        Post-Deployment Steps

1. Update Package v2.3 to the Salesforce Instance

2. As per the SL License purchase you will be able to see the iframe data.

3. Navigate to Service App of salesforce and check for below points: 

            4. For Case: Select Case Page Layout. It should automatically load the iframe. If it does not load then                     apply follow steps:

a. Go to Case tab click on edit page layout.

b. Select the visual-force container and add it to the page layout.

c. Select SupportLogic_Case iframe and click on save.

            5. For Account: Select Account Page Layout. It should automatically load the iframe. If it does not load                     then apply follow steps (Same as above but for Account):

            a. Go to the Account tab click on edit page layout.
b. Select the visualforce container and add it to the page layout.
c. Select SupportLogic_Account iframe and click on save.

            6. For Agent: Select User Page Layout. It should automatically load the iframe. If it does not load then                     apply follow steps (Same as above but for User):

            a. Go to the User tab click on edit page layout.
            b. Select the visualforce container and add it to the page layout.
            c. Select SupportLogic_Agent iframe and click on save.

            7. Custom Setting: Update the below fields under Custom settings

            a. iframe URL https://iframe.<customer>.supportlogic.io

                 e.g. https://iframe.demo3.supportlogic.io
            

            b. Support Logic URL https://<customer>.supportlogic.io  

               e.g. https://demo3.supportlogic.io
            

             c. instance URL https://<customerSFDC>.lightning.force.com 

               e.g. https://demo3.lightning.force.com

            8. Support logic tab: To add supportLogic tab follow below steps:

            a. search for app manager in quick find box
b. go to service (classic) and edit it.
            c. add support logic tab as shown below

            9(a). Add Permission set: Assign “SupportLogic Plug-in“ to the user who wants to access the iframe.

              9(b). If the custom setting is “Hierarchy“ type then In order to give access to profiles other than system admin                     follow the following steps:

               (i) Setup > Custom Setting > SL Configuration Setting

                  (ii) Click on New Button:

                   (iii) Fill details and assign it to the user/profile based on who wants access to see the data.

NOTE:

a. Here SupportLogic URL, iframe URL, instance URL are same as the one given for system Admin only the location needs to be set. 

b. Location determines who all can view the content of the iframe.