Salesforce.com

Integrated Remote Support, Secure Chat and Customer Feedback Exit Surveys for Salesforce.com.

Salesforce.com with Remote Support and Exit Surveys

Support organizations using Salesforce.com can integrate Bomgar to improve service levels, centralize support processes and strengthen compliance.

The Bomgar integration with Salesforce.com increases the effectiveness of your technicians with secure, multi-platform remote support capabilities.

Technicians can generate a remote support session key directly from the case detail screen in Salesforce.com, and session details are appended to the case when the remote support session ends.

Download: Bomgar + Salesforce.com Brochure

Bomgar provides our representatives a first-person view of the customer’s screen and the issues they are experiencing, making diagnosing and resolving the problem much faster. Spending less time on the phone for support, in addition to providing improved time to resolution, improves overall customer satisfaction.
Mike Lyone, VP of Novell Global Support

Salesforce.com Support Capabilities with Bomgar

  • Technician-initiated remote support sessions launched directly from the Salesforce.com case detail screen
  • Automatic updates of Salesforce.com case with details from each Bomgar remote support session
  • Bomgar post-session survey results automatically included in updated case details
  • Advanced logging and reporting capabilities for a complete record of the remote support transaction
  • Integration listed on the Salesforce AppExchange

Improve Efficiency with Integrated Remote Support

Service Desk Efficiency: Rep can generate a Bomgar support session key directly from the Salesforce.com case detail screen.

The Bomgar integration with Salesforce.com allows a support representative to generate a secure remote support session directly from the Salesforce.com case detail screen to quickly begin diagnosing and resolving a problem – increasing first call resolution rates, shortening call times and eliminating site visits.

Bomgar’s solution is multi-platform, allowing support technicians to remotely support desktops, laptops, servers and mobile devices across operating systems.

And the Bomgar appliance keeps sensitive remote support logs and system access in-house, rather than routing them through a third-party, improving security and compliance.

Integrated Chat Support with Remote Control

Integrating Bomgar with Salesforce.com gives you a complete remote support solution. Bomgar includes secure chat support capabilities, so you can offer live help from your website, knowledgebase or self-service support portal.

With Bomgar, you can easily move from chat support to screen sharing and remote control. After the support session, Bomgar updates the support record with the chat transcript and details from the remote support session.

Bomgar gives both you and your customer a seamless support experience.

Bomgar Professional Services

The Bomgar Professional Services team can assist with your Salesforce.com integration to expedite the efficiency and productivity gains. Our Professional Services help you to fully utilize the Bomgar solution and maximize your return on investment.

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