Configure Salesforce for Integration with Bomgar Remote Support

Unless otherwise noted, all of the steps in this section take place in the Salesforce.com interface. The development and/or test instances of Salesforce.com should be used initially so that the integration can be thoroughly tested before installation in the production instance.

Install Bomgar Managed Package

Managed Package Install

  1. Enter the managed package installation URL into the browser, and then click the Continue button.

    Note: You can obtain the managed package installation URL from your Bomgar technical contact.

  2. Select Install for Admins Only and click the Install button.

     

     

    Managed Package Install

  3. Once you see the Installation Complete message, click the Done button to return to Salesforce.com setup.

 

Install Bomgar Unmanaged Package

Unmanaged Package Install

  1. Enter the unmanaged package installation URL into the browser, and then click the Continue button.

    Note: You can obtain the unmanaged package installation URL from your Bomgar technical contact.

  2. Select Do not install as the option for What if existing component names conflict with ones in this package.
  3. Select Install for Admins Only and click the Install button.

     

     

    Unmanaged Package Install

  4. Once you see the Installation Complete message, click the Done button to return to Salesforce.com setup.

 

Create New Remote Site

Remote Site Settings

  1. In Salesforce.com, click the link labeled Sales in the upper right corner of the screen, and select Bomgar Integration.
    1. Under Administer > Security Controls > Remote Site Settings, click the New Remote Site button. Enter the following values:
      1. Remote Site Name: Bomgar
      2. Remote Site URL: https://support.example.com (your Bomgar Appliance hostname)
    2. Click the Save button.

Set Up Integration Mapping

Integration Mapping

  1. In Salesforce.com, go to Develop > Custom Settings and click the Manage link next to the item labeled Integration Mapping.
  2. Click the New button directly above the list of settings.
  3. Enter the following:
    1. Name: 500
    2. Bomgar Field Name: external_key
    3. Salesforce Field Name: Case__c
  4. Click the Save button.

Customize Case Page Layout

Salesforce Case Layout

  1. In Salesforce.com, go to Customize > Cases > Page Layouts and click the Edit button next to Case Layout.

     

     

    Case Layout - Session Key Button

  2. In the menu box at the top, select Buttons, and then drag the Generate Session Key or Bomgar Session Key button to the Custom Buttons section.

    Note: These two buttons are different.

    Generate Session Key - Generates the session key server-side via the Bomgar Command API and provides the user with a dialog containing three things: 1) session key, 2) session key URL, and 3) email session key to customer button.

    Bomgar Session Key - Generates a session key URL via the Bomgar Scripting API that essentially launches the representative console with the standard session key dialog displayed therein.

    Case Layout - Related Lists

  3. In the menu box at the top, select Related Lists, and then drag the Bomgar Sessions related list to the Related Lists section.
  4. Scroll down the page and find the Bomgar Sessions section under Related Lists, and then click the wrench icon to edit its properties.
  5. Add the following fields from Available to Selected in this order:
    1. Primary Customer
    2. Primary Representative
    3. Start Time
    4. End Time
    5. Duration
  6. Sort by Start Time, Descending.
  7. Expand the Buttons section and make sure New is unchecked.
  8. Click OK.
  9. Click the Save button in the menu box at the top to save the layout.

Add Show Case ID Button

  1. Under Customize > Cases > Page Layouts, click the Edit button next to Case Layout.
  2. In the menu box at the top, select Buttons, and then drag the Show Case ID button to the Custom Buttons section. This allows technicians to easily get the case ID.

Add Quick Actions (for Lightning UX only)

Quick Actions

  1. In Salesforce.com, go to Customize > Cases > Page Layouts, and click the Edit button next to Case Layout.
  2. In the menu box at the top, select Quick Actions, and then drag the Bomgar Jump and/or Session Key quick actions to the Quick Actions section in the Salesforce Classic Publisher section.
  3. Click the Save button in the menu box at the top to save the layout.
  4. Go back into the layout you just saved by clicking the Edit button next to its listing.
  5. Find the section titled Salesforce1 and Listning Experience Actions, hover over it, and then click the wrench icon.
  6. You should now see the Bomgar Jump and Session Key quick actions listed in this section.
  7. Click the Save button in the menu box at the top to save the layout.
  8. Next, remove the quick actions from the Quick Actions section in the Salesforce Classic Publisher section by editing the page layout once more and dragging the Bomgar Jump and Session Key quick actions out of the section and back to the menu box.

    Note: These quick actions are designed solely for the Lightning UX.

Add Case Field to Bomgar Session Layout

Session Layout

  1. Select the Bomgar Integration app, and then click the Bomgar Sessions tab.
  2. Click the arrow that is docked to the right side of the screen and click the View Object link.

     

     

    Session Layout

  3. Click the Page Layouts link located directly beneath the page title.

     

     

    Session Layout

  4. Click the Edit link for the Bomgar Session Layout.

     

     

    Session Layout Detail

  5. From the Fields menu, drag the Case element to the Information section under Bomgar Session Detail.
  6. Click the Save button in the menu box at the top to save the layout.

 

Add Bomgar Username to User Layout.

User Page Layout

  1. In Salesforce.com, go to Setup from the header menu.
  2. Under Customize > Users > Page Layouts, click the Edit button next to User Layout.

     

     

    User Page Layout

  3. Drag the Bomgar Username field to the Additional Information section.
  4. Click the Save button in the menu box at the top to save the layout.

 

Assign Permission Sets

Permission Sets

  1. In Salesforce.com, go to Setup from the header menu.
  2. Under Administer > Manage Users > Permission Sets, click the Bomgar Representative permission set.

     

     

    Permission Set

  3. Click the Manage Assignments button.

     

     

    Permission Set

  4. Click the Add Assignments button.

     

     

    Permission Set

  5. Select users and click the Assign button to assign this permission set to the appropriate users.

     

     

    Permission Set

  6. Click the Done button.
  7. Repeat these steps for the Bomgar Representative - Bomgar Case Integration permission set.

 

Create New Bomgar Site

Create Bomgar Site

  1. In Salesforce.com, go to Setup from the header menu.
  2. Under Develop > Sites, click the New button.
  3. Enter the following information:
    1. Site Label: Bomgar
    2. Site Name: Bomgar
    3. Active: [checked]
    4. Default Web Address: bomgar
    5. Active Site Homepage: [Search for SiteLogin and add it as the homepage]
  4. Click the Save button.

     

     

    Bomgar Site Layout

  5. For the site you just added, click Bomgar under the Site Label column.

     

     

    Bomgar Site Layout

  6. Click the Edit button next to Site Visualforce Pages.

     

     

    Bomgar Site Layout

  7. Add BGIntegration.SessionUpdateHandler to the list of Enabled Visualforce Pages.
  8. Click Save.

 

Import Bomgar Session Event Types

Import Bomgar Ssesion Event Types

  1. In Salesforce.com, go to Setup from the header menu.
  2. Under Administer > Data Management > Data Import Wizard, click the Launch Wizard button.

     

     

    Import Bomgar Session Event Types

  3. Click Custom objects > Bomgar Event Types.
  4. Click Add new records.
  5. Click CSV, and then click the Choose File button and select the Bomgar Event Types.csv file.

    Note: This CSV file is provided by the Bomgar implementation team.

  6. Click the Next button.

     

     

    Import Bomgar Session Event Types

  7. Click the Map link, click Bomgar Event Type Name, and then click the Map button.
  8. Click the Next button.

     

     

    Import Bomgar Session Event Types

  9. Click the Start Import button.
  10. Click OK and verify that Records Processed: 53 and Status: Completed.

 

Configure Bomgar Appliance

Configure Bomgar Appliance

  1. Select the Bomgar Integration app, and then click Configuration.
  2. Click the New button.
  3. Enter the following information:
    1. Appliance Name: Default

      Note: If you have only one appliance, it must be named Default.

    2. Hostname: <Your Bomgar Appliance hostname>
    3. Username: <Bomgar API username>
    4. Password: <Bomgar API password>
    5. Import All Bomgar Sessions: Check if you want to import Bomgar session data for sessions that were not initiated from within Salesforce.com.
    6. Supported Public Portals: A comma-separated list of public portals by name only (e.g., Default) that the integration supports OR leave empty if you are supporting only a single public portal.
    7. Event Types: Move all supported event types from the Available Event Types list to the Selected Event Types list.
  4. Click the Save button.