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This article applies to all Salesforce users who have a Corporate or Tensor license + the Salesforce add-on

About TeamViewer for Salesforce

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 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.

About this manual

This manual 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.

Installing and configuring the TeamViewer integration

This article describes the installation and configuration of the TeamViewer App for Salesforce Service 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.

Figure 1.png

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.图2图2

📌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.

图3图3

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.

图4图4

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 à  Build à  Installed Packages, choose the package “TeamViewer for Salesforce“ and click uninstall. 

Figure 5Figure 5

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 à Chatter à  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.

actioninpublisher.png

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: Figure 7: TeamViewer Session details in Salesforce classicFigure 7: TeamViewer Session details in Salesforce classic

Figure 8: TeamViewer Session history in Salesforce classicFigure 8: TeamViewer Session history in Salesforce classic

Salesforce Lightning: Figure 9: TeamViewer Session details in Salesforce ligthningFigure 9: TeamViewer Session details in Salesforce ligthning

Figure 10: TeamViewer Session history in Salesforce lightningFigure 10: TeamViewer Session history in Salesforce lightning

Figure 11: TeamViewer Connection report per caseFigure 11: TeamViewer Connection report per case

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:
    1. connectionReport
    2. session
    3. sessionHistory.Figure 12.png
  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” button.Figure 13.png
  6. Click on the newly added tab from tab list on right hand side. Click on “Details” and select “Custom”.Figure 14.png
  7. In “Custom Label” field give the tab name as “TeamViewer” and click on “Done”.Figure 15.png
  8. Click on the added tab on page layout and drag and drop “session” component to it.Figure 16.png
  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.Figure 17.png
  11. Add a new tab named “Connection Report” (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.Figure 18.png
  13. The connection report can have 2 forms – Desktop and mobile. By default the value will be Desktop.Figure 19.png
  14. Click on “Save” button and then “Back” button.Figure 20.png
  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.Figure 21.png
  2. Drag and drop the section to the page layoutFigure 22.png
  3. Add a section name as “TeamViewer”Figure 23.png
  4. Add the Visualforce Page “Session” to the new sectionFigure 24.png
  5. The size and the height of the component can be customized. Default height is 200.
  6. Add the “TeamViewer” quick actionFigure 25.png
  7. Add the TeamViewer History by adding a new section “TeamViewer History”Figure 26.png
  8. Add the Visualforce Page “Session History” to the new.Figure 27.png
  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 à Communication Templates à  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.Figure 28.png

  1. Click on one of the permission set e.g. TeamViewer User.
  2. Click on “Manage Assignments”.Figure 29.png
  3. Click on “Add Assignments”.Figure 30.png
  4. Select one of the user and click on “Assign” button.Figure 31.png

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”Figure 32.png

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”.Figure 33.png
  2. This will load the Custom Metadata Types page with existing supported objects.
  3. Click on “New” button.Figure 34.png
  4. Fill “Label”, “Email Template Description”, “supported Object” and “Name Field”.
  5. Click “Save”.Figure 35.png

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”Figure 36.png
  2. Select the “Allow Custom Recipient?” checkbox.
  3. Click on “Save”. Figure 37.png

 

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. Figure 38.png

  1. Click on “Login to your TeamViewer account“.Figure 39.png
  2. You will then need to approve the permissions for the Salesforce application to access your TeamViewer account.Figure 40.png

📌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.Figure 41.png
  2. New remote control session will be created as you see in the following figure.Figure 42.png

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.Figure 43.png

     

  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.Figure 44.png
  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.Figure 45.png
  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” button. 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” button.Figure 46.png
  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.Figure 47.png
  3. Click Launch Application. The supporter will then be connected to the TeamViewer remote control session and the image below will appear.Figure 48.png
  4. On the end user side, once he selects the URL, he/she 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).Figure 49.png
  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.Figure 50.png

 

Create a new remote control session

As a user you will be able to create a new session

  1. Click on “Create new Session” button.Figure 51.png
  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.Figure 54.png

Share Pilot session via SMS

  1. Click on “Share” button. A popup will be displayed as in following figure.Figure 55.png
  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.Figure 56.png
  4. If an object has multiple related objects (e.g. account having multiple contacts), the popup will be displayed as in the following figure.Figure 57.png
  5. In this case selecting a contact from “Select Contact” drop down will get auto populate by the mobile number/phone number.
  6. Click the “Send” button.
  7. The recipient will receive the customer link to join the remoter support session on his 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”Figure 58.png
  2. The “Recipient E-Mail” filed will be auto populated with the email address value of the related object
    1. 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.
    2. 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.Figure 59.png
    3. If an object has multiple related objects (e.g. account having multiple contacts), the popup will be displayed as in following figure.Figure 60.png
  3. In this case selecting a contact from “Select Contact” drop down will auto populate the email.
  4. Click on the “Share” button.
  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

  1. Click on the supporter link or “Join session as Admin” button to start the pilot session.
  2. 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” button.Figure 61.png
  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 the “Close Session” button.Figure 62.png
  2. After closing the pilot session, it will be look like as in following figure.Figure 63.png

 

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.Figure 64.png
  2. The History tab lists all the sessions with its details like
    1. Session id
    2. Valid until
    3. Type
    4. State
    5. Online
    6. Customer link
    7. Supported link
  3. Click on the session id will open a popup with selected session’s details.Figure 65.png

 

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.Figure 66.png
  3. If you select the Mobile view during the page layout configuration, it will be as followsFigure 67.png

 

Companywide Connection Report

The companywide connection report shows all TeamCiewer 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.Figure 68.png
  2. You will be able to filter the report based on the date.Figure 69.png

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. 

Figure 70.png

 

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. 

Figure 71.png

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.Figure 72.png
  2. Click Edit in the home page layout where you want to add the notification component.Figure 73.png
  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.Figure 74.png

 

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 notificationFigure 75.png
  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.Figure 76.png

 

Enable TeamViewer notification in Salesforce lightning

In the lightning experience, to enable notification you need to go to Setup -> Apps -> App Manager.

Figure 77.png

  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. Figure 78.png
  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.Figure 79.png

 

 

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