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

General

The TeamViewer integration for Salesforce embeds TeamViewer remote control functionality into your Salesforce Service Cloud environment.

  • Create and join a support session directly from a Salesforce case, account, lead, opportunity and contacts
  • Remotely control the customer’s device
  • Sessions automatically added to the Connection report in the TeamViewer Management Console
  • Create reports about the TeamViewer connections
  • View a device list (Correct naming is needed... AVE)

With TeamViewer, you can easily create TeamViewer Service Cases and provide remote support right from various Salesforce objects such as cases, leads, accounts, opportunities and contacts. 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 Salesforce

Salesforce is the #1 CRM platform both in terms of users and revenue. 

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. 

Go to Setup --> Chatter -->  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

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.

Selecting the Salesforce Org to install to

Once  you  have  selected  to  download  TeamViewer,  you  should  see  the  options presented in Figure 1 to select the type of Salesforce Org you want to install into. Salesforce1.pngFigure 1

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 2) with regards to who to make this app available for.

For TeamViewer for Salesforce Service 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 Service Cases – and click the Install button. 

Salesforce2.pngFigure 2

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 3.

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. Salesforce3.pngFigure 3

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 V1.3"
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

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 --> Chatter --> 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 is 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 mode.

Salesforce classic: Salesforce4.png

Salesforce5.png

Salesforce Lightning: 

Salesforce6.png

 

Salesforce7.png

 Configuring the Case page layout

  1. Add a new section TeamViewerSalesforce8.png

     

  2. Add the Visualforce Page TVCasePageComponent to the new section or add it to any other section Salesforce9.png

     

  3. You can customize the size and the height of the component as well
  4. Add the TeamViewer quick actionSalesforce10.png

     

  5. Add the Lightning action TeamViewerSalesforce11.png

     

  6. Add the Teamviewer Session Details by adding a new section TeamViewer Session detail

     session deets.png

  7. Add the Visualforce Page TVCaseSessionDetails to the new section or add it to any other sectionSalesforce13.png

     

Configuring the Account page layout

  1. Add a new section TeamViewer
  2. Add the Visualforce Page TVCaseAccount to the new section or add it to any other section
  3. You can customize the size and the height of the component as well
  4. Add the TeamViewer quick action
  5. Add the Lightning action TeamViewer
  6. Add the Teamviewer Session Details by adding a new section TeamViewer Session details
  7. Add the Visualforce Page TVAccountSessionDetails to the new section or add it to any other section.
  8. Click on save

Configuring the Contact page layout

  1. Add a new section “TeamViewer
    2018-08-02 16_29_45-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  2. Add the Visualforce Page “TVCaseContact” to the new section or add it to any other section
    2018-08-02 16_31_17-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  3. You can customize the size and height of the component as well
  4. Add the "TeamViewer" quick action
    2018-08-02 16_32_34-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  5. Add the Lightning action " TeamViewer"
    2018-08-02 16_33_44-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  6. Add the TeamViewer Session Details by adding a new section "TeamViewer Session details"
    2018-08-02 16_34_29-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  7. Add the Visualforce Page "TVContactSessionDetails" to the new section or add it to any other section
    2018-08-02 16_35_59-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  8. Click on Save

Configuring the Opportunity page layout

  1. Add the new section "TeamViewer"
    2018-08-02 16_37_50-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  2. Add the Visualforce Page "TVCaseOpportunity" to the new section or add it to any other section
    2018-08-02 16_39_20-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  3. You can customize the size and the height of the component as well
  4. Add the "TeamViewer" quick action
    2018-08-02 16_40_24-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  5. Add the Lightning action "TeamViewer"
    2018-08-02 16_41_15-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  6. Add the TeamViewer Session Details by adding a new section “TeamViewer Session
    details”
    2018-08-02 16_41_50-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  7. Add the Visualforce Page “TVOpportunitySessionDetails” to the new section or add
    it to any other section.
    2018-08-02 16_42_29-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  8. Click on Save

Configuring the Lead page layout

  1. Add a new section “TeamViewer”
    2018-08-02 16_43_34-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  2. Add the Visualforce Page “TVCaseLead” to the new section or add it to any other section
    2018-08-02 16_43_34-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  3. You can customize the size and the height of the component as well
  4. Add the “TeamViewer” quick action
    2018-08-02 16_45_03-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  5. Add the Lightning action “TeamViewer
    2018-08-02 16_46_03-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  6. Add the TeamViewer Session Details by adding a new section “TeamViewer Session
    details”
    2018-08-02 16_46_40-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  7. Add the Visualforce Page “TVLeadSessionDetails” to the new section or add it to any
    other section
    2018-08-02 16_47_23-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  8. Click on Save

 Configuring 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}

Configuring custom email recipient

To enable the Custom Email recipient, the following configurations need to be done

  1. Navigate to setup >> Custom Metadata Type
  2. Click on the “Manage Records” displayed against “Email Alert Settings” option.
  3. Click on “Edit” link against any item in the list (Eg:- Account Custom Recipient Settings)
    2018-08-02 16_54_49-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  4. Check the Allow Custom Recipient option and save
    2018-08-02 16_55_31-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  5. Follow the same step for all the other items in the list

Using TeamViewer for Salesforce

Sign in

  • Once you have installed and customize the Case page layout with the TeamViewer
    components, the first time you select to create a Service Case you will be prompted to sign in to your TeamViewer account (Figure 13). TeamViewer accounts can be created directly on the sign in screen, at https://login.teamviewer.com or through the native TeamViewer client.
    2018-08-02 16_57_23-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  • You will then need to approve the permissions for the Salesforce application to access your TeamViewer account (Oauth 2.0)2018-08-02 16_58_53-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

Creating TeamViewer sessions

Once you have logged in with your TeamViewer account, you will be able to create sessions and initiate remote connections. The standard process for making a remote connection is shown below:

  1. Select New Service Case
    2018-08-02 17_00_28-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  2. You will then see the Service Case URLs that have been created2018-08-02 17_01_19-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

Starting a remote control session

  1. Select the button Share. You will then see the pop-up below with the predefined email templates.
  2. Select the email template you want and click Share. You can also enter text in the Optional Chatter post which will appear in the Chatter stream.
  3. Then select the Supporter link
    Note: Share option is available in the Quick action section as well as in the team viewer related list
    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.

    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.2018-08-03 11_47_23-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  4. Click Launch Application. The supporter will then be connected to the TeamViewer remote control session and the image below will appear.
    2018-08-03 11_51_23-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  5. 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.2018-08-03 11_52_17-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  6. 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.
    2018-08-03 11_52_56-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

Sharing TeamViewer customer link

There are two ways for sharing the link to customer from QUickACtion and TeamViewer-related list.2018-08-03 11_54_16-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png2018-08-03 11_54_53-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

  1. The link can be shared to the email(s) associated with the record

    Accounts :- Link will be send to the email of the contact/s linked to the account. If More than one contact are linked to the account a drop will be displayed from where the user can select the contact to which the email need to be sent.
    2018-08-03 11_56_24-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
    Contacts :- Link will be send to the email provided while creating the respective contacts.
    Cases :- Link will be send to the email of the contact linked to the case.
    Leads:- Link will be send to the email provided while creating the lead.
    Opportunities:- Link will be send to the email/s of the contact/s linked to the account related to the respective opportunity.

    Note:- If More than one contacts are linked to the account a drop will be displayed from where we can select the contact to which the email need to be sent.
    2018-08-03 11_57_55-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  2. If the user wishes to send TeamViewer customer link to emails other than which is linked to the record there is an option to enter the desired email address. In “Custom
    Recipient E-Mail” field we can provide the desired email and click on share

    Note: if the user opts for Custom Recipient E-Mail the mail will be send to only that email and not to the email linked to the record.
    2018-08-03 11_59_15-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

Resolving the TeamViewer Service Case

Once the remote control session is complete, then the supporter needs to close the Service Case. This can be done from the TeamViewer: Close Service Case button shown in the Figure below.
2018-08-03 12_00_26-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

 Connection Report

All closed TeamViewer remote control sessions for a specific case will appear at the connection details panel depending on where that was added during page layout customization. Below is an example of how it may be shown.2018-08-03 12_01_24-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

Connect Report With Notes

Connection report section in salesforce also displays the notes provided after the completion of a TeamViewer session.2018-08-03 12_02_13-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png2018-08-03 12_02_43-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

Notes for each session are also displayed in the connection report (Navigate to Reports>> TeamViewer connection report)2018-08-03 12_03_51-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

Schedule Connection Report

In the All Tabs, you can see a tab Team Viewer Report Schedule. Once you click the link, you will be taken to a page to schedule the syncing of connection reports from Teamviewer to Salesforce.2018-08-03 12_04_52-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

You can see two buttons in that page Fetch Now and Schedule. Fetch Now button will retrieve connection reports from TeamViewer immediately and store those data in Salesforce.

When you click Schedule button, you will get an option to choose when you want the background job to run and retrieve connection reports from TeamViewer.2018-08-03 12_05_48-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

You have the option to schedule the job Daily, Hourly or Every 6 hours.

TeamViewer MyDevices

In the All Tabs, you can see a tab Team Viewer MyDevices. This tab lets you access remote devices from within Salesforce. It will show a list of devices in a table and if that device is online, you will be able to see a Connect button in that row.2018-08-03 12_23_17-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

TeamViewer Session Notification

TeamViewer app provide 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.2018-08-03 12_24_35-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.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.2018-08-03 12_28_00-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
  2. Click Edit in the home page layout where you want to add the notification component.2018-08-03 12_28_47-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png
    You need to tick the checkbox next to TVSessionNotification component to make it available in home page.
  3. In order to make the home page component to be available in all pages, we need to enable that option in Setup -> User Interface.2018-08-03 12_29_50-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

Enable TeamViewer notification in 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 console.

  1. Edit the console app in which you need to include the notification2018-08-03 12_31_20-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.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.2018-08-03 12_33_34-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

Enable TeamViewer notification in Salesforce Lightning

In the lightning experience, to enable notification you need to go to Setup -> Apps -> App Manager.2018-08-03 12_35_12-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

The notification can be added only in Apps with App Type Lightning. Edit the app in which you need to add notification. When you edit the app, you will see a section Utility Bar.

Click Add and select Visualforce
2018-08-03 12_36_12-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

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.
2018-08-03 12_36_58-TeamViewer for Salesforce_Configuration Guide_v2.3.pdf - Adobe Acrobat Reader DC.png

Version history
Revision #:
4 of 4
Last update:
September
Updated by: