Setting Up the Salesforce Agent Backlog Page (SFDC Backlog Tab/ iframe/ my cases)

Overview

The Salesforce Agent Backlog Page ("My Cases" page) can be added to Service (Classic) or Service Console (Lightning) in Salesforce. 

This page operates within an iframe, meaning it does not directly interact with Salesforce data but instead retrieves all information from https://iframe.<customer>.suppportlogic.io/

Options

The "My Cases" page can be configured in either of the following locations:

1. Service (Classic)

2. Service Console (Lightning)

Write-Back Functionality (Optional)

If write-backs are enabled in SupportLogic, any updates made on this page are first sent to SupportLogic, which then relays the request back to Salesforce via the API. The Salesforce plugin itself does not process these changes; they are handled through API requests.

1. Adding "My Cases" to Service (Classic)

To enable the "My Cases" tab in Service (Classic), follow these steps:

1. Access the Tabs Settings:

   • From the admin area search.

   • Search for "Tabs" in the Quick Find box.

   • Locate the available tabs from the SupportLogic plugin installation.

2. Modify the Service App:

   • Search for "App Manager" in the Quick Find box.

   • Locate and edit the "Service" application (Classic App Type).

3. Add SupportLogic to the Available Tabs:

   • Move SupportLogic from the Available Tabs section to Selected Tabs.

   • Click Save.

4. Verify the Tab Display:

   • Ensure that the new tab is visible to users.

   • If the tab does not appear, check user permissions and refresh the view.

2. Adding "My Cases" to Service Console (Lightning)

For users with access to the SupportLogic app, the "My Cases" page should already be available in Lightning Experience. If not, follow these steps:

1. Modify the Dropdown Menu:

   • Open the Service Console.

   • Click the dropdown button (top right corner).

   • Select Edit.

   • Click the plus (+) button next to SupportLogic.

   • Save the changes.

2. Confirm Access:

   • Users should now see the SupportLogic "My Cases" page in the Service Console.

   • If not, verify user permissions for the SupportLogic app.

Additional References

For further setup details, refer to:

• Iframe Prerequisites & Package Installation Guide

• Post-Deployment Configuration Guide

If you need assistance, contact SupportLogic Support for guidance on enabling these features.