The TeamViewer integration for Salesforce embeds TeamViewer remote control functionality into your Salesforce Service and Sales Cloud environments.
- Create and join a support session directly from a Salesforce case, account, lead, opportunity, contacts and other custom objects added as supported objects.
- Remotely control the customer’s device
- Remote Control Sessions automatically added to the Connection report in the TeamViewer (Classic) Management Console
- Create consolidated reports about your company’s teamviewer connections
- View a device list (Correct naming is needed… AVE)
- Support for Pilot Sessions
With TeamViewer, you can easily create TeamViewer Service Cases and provide remote support right from various Salesforce objects such as cases, leads, accounts, opportunities, contacts and custom objects. The remote troubleshooting experience is improved by optimizing communication between users and Call Center staff. Remote control has been proven to increase efficiency of service desks and improve customer satisfaction significantly.
Please keep in mind that Integrations are not included in basic license packages. They have to be purchased separately as AddOns. For more information, please visit our website: http://www.teamviewer.com/integrations
About this manual
This article describes the installation and configuration of the TeamViewer App for Salesforce Cloud. Moreover, it provides a short overview of the various features provided by the application.
Installation
Getting the TeamViewer App
The TeamViewer App is available on Salesforce AppExchange: https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000EFmSYUA1
Or you can go to https://appexchange.salesforce.com/ and search for TeamViewer on the Apps search field.
Performing the Installation
Before starting the installation process of the TeamViewer package, the Chatter feature must be enabled. Please review the configuration settings mentioned in Configuration - Configure Chatter to find out how to enable the Chatter feature for your org.
Starting the Installation
Once you are at the TeamViewer Listing page on the AppExchange, select the Get It Now button on the top right corner of the Listing as shown in Figure 1 below.
Selecting the Salesforce Org to install to
Once you have selected to download TeamViewer, you should see the options presented in Figure 2 to select the type of Salesforce Org you want to install into.
📌Note: If you’re installing into a sandbox, replace the www.salesforce.com portion of the installation link with test.salesforce.com. The package is removed from your sandbox organization whenever you create a new sandbox copy.
For the purpose of this document we will assume that the user selects to ‘Install in Production’, which will be the most common case.
Once you have selected the type of Org, you will be prompted to login to the org you want to install into with your Salesforce credentials.
Selecting who to make the app available for
Once you have logged in, you will see the following options (Figure 3) with regards to who to make this app available for.
For TeamViewer for Salesforce Cloud app, you should choose the option “Install for All Users” - as it’s an application that is intended to be used by everyone who is working on Customer Service or Sales roles – and click the Install button.
Confirming the installation
Once you have selected to install the app on the previous step, you will be presented with the notification screen to allow TeamViewer to contact 3rd party websites, as shown in Figure 4. This is required in order for TeamViewer to function properly as it needs to contact the TeamViewer servers to set up remote connections.
Absolutely no data outside what is needed to setup the remote control session will be sent to TeamViewer Servers.
Enable the Yes, grant access to these third-party web sites checkbox and click the Continue button.
Following the previous step, you’ll see a message that describes the progress and a confirmation message after the installation is complete.
In addition, you’ll get a confirmation message to your Salesforce Org linked email account as below.
Your request to install package "TeamViewer for Salesforce V2.122"
was successful.
Organization: Organization (000000000001234)
User: Username (000000000001235)
Package: TeamViewer for Salesforce (000000000001236)
Some components, such as custom objects, custom report types,
and workflow rules, must be activated using the package deploy
process, before they are available to your organization.
Uninstalling TeamViewer from your Salesforce Org
📌Note: Before uninstalling the app, you will have to unassign the permission set and remove the components from page layout.
To uninstall TeamViewer from your Salesforce Org, go to Setup ➜ Build ➜ Installed Packages, choose the package TeamViewer for Salesforce and click uninstall.
Configuration
This section describes how to configure the Page layout in the Cases screen to display the main TeamViewer components as well as how to make sharing the session code easier through email or chatter templates.
Configure chatter
Go to Setup ➜ Chatte ➜ Chatter Settings and enable the Chatter feature in general (must be done before installation). To view the quick actions you need to enable Actions in the Publisher setting.
Configure the page layout
In order to view the TeamViewer components and make it seamless and intuitive for your users to take advantage of the TeamViewer features, you will need to customize each object page layout to make the TeamViewer component visible. There is complete flexibility on how to present TeamViewer, but we have included below an example of a fairly standardized configuration for each object.
Below are some examples of TeamViewer components layout in cases for Salesforce Classic and Lightning experience mode.
Salesforce Classic:
Salesforce Lightning:
Example flow to add the TeamViewer components to the Case page layout in a salesforce lightning environment
1. Open a case record in Lightning.
2. Click on the Gear icon (⚙)on top right of the page and select Edit Page
3. The edit page will have 3 custom managed components provided from TeamViewer:
- connectionReport
- session
- sessionHistory.
4.The User is able to drag and drop these components to anywhere on the page layout.
5. We recommend to add these components to a new tabs, click on Add Tab.
6. Click on the newly added tab from tab list on right hand side. Click on Details and select Custom.
7. In Custom Label field give the tab name as TeamViewer and click on Done.
8. Click on the added tab on page layout and drag and drop session component to it.
9. Add another tab for history with name “TeamViewer History” (Click on Add Tab button ➜ Select the newly created tab from right hand side ➜ Click on Details ➜ Select Custom ➜ Fill name as TeamViewer History ➜ Click on Done button).
10. Click on the newly created tab and drag and drop sessionHistory component to it.
11. Add a new tab named “connectionReport” (Click on Add Tab button ➜ Select the newly created tab from right hand side ➜ Click on Details➜ Select Custom ➜ Fill name as Connection Report ➜ Click on Done button).
12. Click on the newly created tab and drag and drop connectionReport component to it.
13. The connection report can have 2 forms – Desktop and mobile. By default the value will be Desktop.
14. Click on Save and then Back.
15. This will load the case page with added components.
16. Similar way, add TeamViewer components to other objects like account, contact, lead, opportunities and custom objects.
Example flow to add the TeamViewer components to the Case page layout in a Salesforce Classic environment
1. In Classic mode, open a case and click on the Edit Layout option.
2. Drag and drop the section to the page layout
3. Add a section name as “TeamViewer”
4. Add the Visualforce Page Session to the new section
5. The size and the height of the component can be customized. Default height is 200.
6. Add the TeamViewer quick action
7. Add the TeamViewer History by adding a new section “TeamViewer History”
8. Add the Visualforce Page Session History to the new.
9. Click on Save
10. Similar way we can configure page layout for account, contact, lead, opportunity and custom object.
Configure an email template
In order to make sharing the session URL easier (explained in more detail in chapter 4), you can configure an email template. This will enable you to send the URL to the submitter of a case with a one-click action.
Go to Setup ➜ Communication Templates ➜ Email Templates and select the folder “TeamViewer Templates”. Choose the template you want to edit or create a new one. You must name the template in the description “teamviewer_{Objectname}_template” to make it visible on the share option. {Objectname} is the name of the object to which you want to send email.
Within the package there is already a default email template defined.
An example email template is shown below:
Dear {!TeamViewerCase__c.ParentRecordName__c},
A TeamViewer remote support session has been created to solve your case.
Please follow the link to join the remote support session:
{!TeamViewerCase__c.tvCustomerLink__c}
Best regards
{!User.Name}
Assigning permission set
There are 2 permissions set available with package – TeamViewer Administrator and TeamViewer user. Admin is able to assign one of this permission set to user.
1. Click on one of the permission set e.g. TeamViewer User.
2. Click on Manage Assignments.
3. Click on Add Assignments.
4. Select one of the user and click on Assign.
Using TeamViewer for Salesforce
Setup
To set up the TeamViewer App a user with administrator rights must be logged in. Select “TeamViewer Administration” from the App Launcher. The TeamViewer Administration page provides the following options: Session Settings and Supported Objects
Session Settings
The Salesforce Administrator is able to allow/restrict functionality to create new sessions of type: Remote Control Session and Pilot Session.
1. Check one or both checkboxes “Allow RC Session” “Allow Pilot Session”
2. Click Execute
Supported objects
By default the app support 5 objects – account, contact, lead, case and opportunities. Admin is able to add support for additional objects via this section.
1. Click on Supported Objects.
2. This will load the Custom Metadata Types page with existing supported objects.
3. Click on New.
4. Fill “Label”, “Email Template Description”, “supported Object” and “Name Field”.
5. Click Save.
Setup custom recipient field
If you want to have a custom recipient field, you need to setup it in supported object.
1. Click on Edit
2. Select the Allow Custom Recipient? checkbox.
3. Click on Save.
Sign in
Once you have installed and customize the page layout with TeamViewer components, on loading the page for first time, you will be prompted to sign in your TeamViewer account.
1. Click on Login to your TeamViewer account.
2. You will then need to approve the permissions for the Salesforce application to access your TeamViewer account.
📌Note: If you do not have a TeamViewer account yet a TeamViewer account can be created directly on the sign in screen, at https://login.teamviewer.com or through the native TeamViewer client.
Remote control session
Once you have logged in with your TeamViewer account, you will be able to create sessions and initiate remote connections. Based on your “Session Settings” in TeamViewer the Administration page, “Remote Control Session” and “Pilot Session” will be available.
Create remote control session
1. Click on “New Remote Control Session” button.
2. New remote control session will be created as you see in the following figure.
Share remote control session
1. Click on Share button.
2. If “Allow Custom Recipient?” check box is not checked for the object, a popup will be displayed as in following figure. The “Recipient E-Mail” field will be non-editable.
3. If “Allow Custom Recipient?” check box is checked for the object, a popup will be displayed as in following figure. The “Recipient E-Mail” field will be editable.
4. The “Recipient E-Mail” filed will be auto populated with the email address value of the related object.
5. If an object has multiple related objects (e.g. account having multiple contacts), the popup will be displayed as in following figure.
6. In this case selecting a contact from “Select Contact” drop down will auto populate the email.
7. Select an email template in “Select E-Mail Template” drop down.
8. Click on Share. You can also enter text in the Optional Chatter post which will appear in the Chatter stream.
9. The recipient email will receive customer link.
Starting remote control session
📌Note: Please note that to do a remote control session you will need to have the TeamViewer application installed on your computer. Please download TeamViewer from http://www.teamviewer.com/download before you start using the TeamViewer for Salesforce application.
1. Click on Join session as Admin.
2. Once you have selected the Supporter Link (assuming you have already installed the native TeamViewer app), you will see a pop up asking you for permission to launch an application. On Chrome the pop up will be as the Figure below.
3. Click Launch Application. The supporter will then be connected to the TeamViewer remote control session and the image below will appear.
4. On the end user side, once they select the URL, they will be prompted to download the TeamViewer Quick Support module as shown in the Figure below (for the case of connecting to a Windows PC).
5. Once the Quick support module is downloaded and launched a pop up asking the user to Allow the connection is shown and the connection is established.
Create a new remote control session
As a user you will be able to create a new session
1. Click on Create new Session.
2. This will create a new remote control session with new customer and supporter links.
Pilot Session
If the “Pilot Session” option is selected in TeamViewer Administration page, the “New Pilot Session” button will be available in the TeamViewer section.
Create Pilot session
Click on “New Pilot Session”. A Pilot session will be created as you see in the following figure.
Share Pilot session via SMS
1. Click on “Share” button. A popup will be displayed as in following figure.
2. “Send Invite Via SMS To” option is checked by default. If a phone number is provided in the related object (normally the contact) the field will be prepopulated with it. If mobile and phone number values are provided in the contact, the text field is get auto filled with the mobile value.
3. If no phone number is available the field is left blank and the number the TeamViewer Pilot session will be shared with as to be entered manually.
4. If an object has multiple related objects (e.g. account having multiple contacts), the popup will be displayed as in the following figure.
5. In this case selecting a contact from Select Contact drop down will get auto populate by the mobile number/phone number.
6. Click on Send.
7. The recipient will receive the customer link to join the remoter support session on their phone.
Share Pilot session via email
Pilot session supports one more option for sharing and that is via email.
1. Select “Send Invite Via Email”
2. The “Recipient E-Mail” filed will be auto populated with the email address value of the related object
a. If “Allow Custom Recipient?” check box is not checked for the object in Custom Metadata Types, the “Recipient E-Mail” field will be non-editable.
b. If “Allow Custom Recipient?” check box is checked for the object, a popup will be displayed as in following figure. The “Recipient E-Mail” field will be editable and the session will be sent to the e-mail address entered.
c. If an object has multiple related objects (e.g. account having multiple contacts), the popup will be displayed as in following figure.
3. In this case selecting a contact from “Select Contact” drop down will auto populate the email.
4. Click on Share.
5. This will send the Pilot session to recipient via both SMS and Email.
6. If you want to send the session only via Email, uncheck the “Send Invite Via SMS To” check box.
Starting the Pilot session
- Click on the supporter link or “Join session as Admin” button to start the pilot session.
- From customer side, click on the session link received via either email or SMS.
Create a new remote control session from pilot session window
Once a pilot session code has expired or a new session code is generally needed (e.g. for a clean logging) a new session code can be created.
1. Click on Create new Session.
2. This will create a new remote control session with new customer and supporter links.
Closing a Pilot session
Once the pilot session complete, the supporter needs to close the session.
1. Click on Close Session.
2. After closing the pilot session, it will be look like as in following figure.
TeamViewer History
The history of all the sessions created for the selected record will be available under History tab.
1. Click on TeamViewer History tab.
2. The History tab lists all the sessions with its details like
- Session id
- Valid until
- Type
- State
- Online
- Customer link
- Supported link
3. Click on the session id will open a popup with selected session’s details.
Connection Report
All sessions for a record and its details can be viewed from “Connection Report” tab.
1. Click on Connection Report tab.
2. You will be able to sort it based on date.
3. If you select the Mobile view during the page layout configuration, it will be as follows
Companywide Connection Report
The companywide connection report shows all TeamViewer connections that were held in a selected time frame. The companywide connection report is available for users with administrator privileges.
1. Select “TeamViewer Connection Report” from the App Launcher.
2. You will be able to filter the report based on the date.
TeamViewer Devices
To access devices that are assigned to your TeamViewer account out of your salesforce application. TeamViewer provides the MyDevices overview. From the App Launcher, select “TeamViewer MyDevices”. In the tab a table with the devices is and if that device is online, you will be able to see a Connect button in that row. A TeamViewer connection will be instantiated to the device once you click on the button.
TeamViewer Session Notification
TeamViewer app provides a notification feature where the Salesforce user will get a desktop notification when a customer connects to a teamviewer session. The salesforce user can join the session by clicking the notification. Below is the screenshot of the notification. Look and feel will be slightly different in different browsers as the notification depends on browser.
To get the notification, you need to enable the notifications in browser settings. The steps to enable notification might be different for different browsers. The notification feature is availabe in Salesforce Lightning, Classic and Console. But the configuration step is different for each of them.
Enable TeamViewer notification in Salesforce Classic
We have included a home page component for notification to show notification in Salesforce Classic. Below are the steps to enable the notification in Classic.
1. Assign home page component to a home page layout by going to Home Page Layouts section in Setup.
2. Click Edit in the home page layout where you want to add the notification component.
3. You need to tick the checkbox next to TVSessionNotification component to make it available in home page.
4. In order to make the home page component to be available in all pages, we need to enable that option in Setup -> User Interface.
Enable TeamViewer notification in the Salesforce Console
We have included a console component in our package to show session notification in Salesforce console. Below are the steps to enable notification in the console.
1. Edit the console app in which you need to include the notification
2. Select TVSessionNotification component in the section Choose Console Components and add that to Selected Items.
3. The notification component will be added at the bottom right corner in Console app.
Enable TeamViewer notification in Salesforce lightning
In the lightning experience, to enable notification you need to go to Setup ➜ Apps ➜ App Manager.
1. The notification can be added only in Apps with App Type Lightning.
2. Edit the app in which you need to add notification.
3. When you edit the app, you will see a section Utility Bar.
4. Click Add and select Visualforce.
5. Provide a suitable label and select tvSessionNotification from the dropdown list for Visualforce Page Name. Make sure that you tick Load in background when app opens checkbox.
