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Multiple Groups

Additional groups may be requested to manage differences between staging and production or to represent multiple business units. It is important to consider the implications of splitting into multiple groups before starting the implementation.

When New Groups are Required

  • You need to leverage customized branding for distinct business units.
  • You need to have different administrators managing different groups of users and are not comfortable with a shared administrator pool.
  • You need to manage staging and production differently from what the Glance Admin portal allows.

Staging vs. Production Groups

Glance allows for each group (denoted by a unique Group ID - e.g., 12345) to have two independent sets of settings, which are called "staging" and "production". Customers typically have a test site tagged with site="staging" and a production site tagged with site="production". This allows you to configure and test new versions of Cobrowse on a staging site before pushing the change to the production site. However, not all settings within a group have staging versus production differentiation.

Alternatively, you can use a separate group (with a separate Group ID) for staging versus production.

Key Considerations

If you have any of the above needs or require an additional group or groups for another reason, review the following considerations.

Single Group Multiple Groups
User/Admin Accounts
  • Only one account per person is needed.
  • User permissions are not differentiated between staging and production.
  • Each group needs a separate account. (Users must maintain two sets of Glance IDs and passwords.)
  • Or, each person's account must be configured so that it is associated with both groups.
    • Must be done by a Glance employee
    • Permissions can be different between groups
    • Can sometimes lead to confusion with permissions conflict
  • Some settings can be differentiated between staging and production, while others apply to the entire group.
  • All settings are differentiated between groups with no overlap.
Pushing from Staging to Production
  • Generally easier, using built-in functionality.
  • Settings must be manually copied over from one group to the other.
  • Salesforce production and sandbox organizations are paired with the same Glance group.
  • Sessions in the Glance Admin activity tab will be synced with the one or other SF org, but it won't be obvious based on the activity tab export which org it is.
  • Each Salesforce org receives the full list of data, regardless of what org the session was launched from. It is then matched to the sessions that were launched from with the respective org, but some reports (depending on how many they are configured) may reflect sessions that weren't launched out of that particular org.
  • Production and Sandbox organizations need to be paired with the respective Glance groups.
  • There should be a 1:1 match between what's in the Activity tab for a given group and the session details that are synced with the given SF org.
  • You cannot pair more than one Glance group with a single Salesforce org with SSO enabled.
SSO Authentication (non-SF)
  • Shared configuration for authentication across users.
  • SSO mechanism would need to accommodate multiple Group IDs/API keys and each authentication attempt would need to point to a unique group.
General/Overall Themes
  • Simpler
  • Less flexibility
  • Easier to push changes to production from staging
  • More complicated
  • More flexibility
  • Less risk of changes in staging inadvertently impacting production

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