- 1 Glance Package
- 2 Install & Configure Glance for Salesforce 3.0
- 3 Installing Glance for Salesforce
- 4 Adjust User Permissions
- 5 Log in to Glance in Salesforce
- 6 Configuring Glance Company Settings
- 6.1 Settings
- 6.2 Single Sign-On (SSO)
- 6.3 Presence Settings
- 6.4 Glance Buttons
- 6.5 Glance for Salesforce Users
- 7 Configuring Single Sign-On (SSO)
- 8 Adding Glance Buttons to Salesforce Records
- 9 Add the Glance Buttons to Page Layouts in Salesforce Classic
- 10 Add a Glance Session Related List
- 11 Using Glance with Custom Objects
- 11.1 Add a Lookup Field to the Glance Session Object
- 11.2 Edit Glance Session Object in Lightning
- 11.3 Edit Glance Session Object in Classic
- 11.4 Add the Lookup Field (Lightning or Classic)
- 11.5 Move the New Lookup Field in the Glance Session Page Layout
- 11.6 Configure the Glance Buttons for the New Object
- 11.7 Add the Glance Buttons to Your Custom Object
- 12 Glance Sync
- 13 Uninstalling Glance for Salesforce
- 14 How SSO Works in Salesforce
Glance for Salesforce has been rebuilt from the ground up to be more flexible and versatile. The integration allows you to configure Glance buttons for any object, including custom objects, thanks to a new flexible data structure for your session records and a drag-and-drop Lightning Component. We’ve also updated the styling to Lightning, and made many tweaks and changes under the hood to make the integration easier to set up and understand.
If you integrated Glance in your Salesforce environment prior to May 2019, you have the legacy package. If you want to upgrade to the current package, follow these instructions.
If you are using the legacy package, the following documentation is available:
Install & Configure Glance for Salesforce 3.0
This section will help you install and configure Glance for Salesforce (Lightning and Classic). This guide covers version 3.x of the integration. If you are using the legacy version (2.x), you can find that setup guide here.
If you wish to upgrade to 3.0, your session data from using 2.x will stay as Events, while session data from 3.x will be stored as Glance Sessions.
From a high level, the steps you need to complete are the following:
- Install the Glance package.
- Configure user permissions.
- Configure Glance company settings.
- Configure single sign-on.
- Add the Glance buttons to your users’ record pages.
Installing Glance for Salesforce
Follow the steps below to download and install the Glance for Salesforce package.
Download the Glance for Salesforce Application
Install the Glance for Salesforce Package
After you have received the package install URL, navigate to that page and follow these steps:
- On the Install Glance for Salesforce page, choose Install for Admins Only.
- Click the blue Install button.
A pop-up window will appear asking you to approve third-party access:
- Check the box Yes, grant access to these third-party websites.
- Click Continue.
You will see the following message while the install is processing:
Adjust User Permissions
Glance’s Permission Sets control the ability for users to access Glance and configure the Join button to invoke the Glance client. You will need to adjust which permissions are active for user profiles depending on your solution configuration.
There are five permission sets in Glance:
Access Permission Sets
|Permission Set Name||Function||Typical Use|
|Glance Admin||Grants access to Glance Company Settings, Glance Sync History and displays the Glance buttons to the user on records.||For admins in charge of the Glance implementation in Salesforce.|
|Glance User||Displays the Glance Buttons to the user on records.||For Glance users in your org.|
As an admin, you should grant yourself Glance Admin. You can also grant it to any other users who will be handling your implementation. Your users will need the Glance User permission set.
Join Permission Sets
|Permission Set Name||Function||Typical Use|
|Join Glance in Browser Tab||After joining a Glance session, a new browser tab will open up with the viewer.||Enable if you are only using Cobrowse.|
|Join Glance in Client||Requires Glance client. After joining a Glance session, the client will open and show the session in its native viewer. This allows you to escalate Cobrowse sessions to Show your screen or View the customer’s full desktop.||Enable if you are using Screen Share with Cobrowse and/or Agent Video.|
|Join Glance in Client with Video||Requires Glance client. After joining a Glance session, the client will open and show the session in its native viewer, and an agent video will be started automatically.||Enable if you want Agent Video to automatically start when your agents join Cobrowse, Mobile or Screen Share sessions started by customers.|
Of these three Join permissions sets, you should only assign one set to a user at a time, because their functions are mutually exclusive. If you assign multiple sets to a user, only one will be applied. The order in which they are respected is as follows:
- Join Glance in Browser Tab
- Join Glance in Client
- Join Glance in Client with Video
If you don’t assign any permission sets to a user, but the user has a Glance Admin or Glance User permission set, by default they will join in a browser tab. We recommend selecting a Join Permission Set and do not rely on the default behavior as this may change with future Glance versions.
If you’re not sure which Join Permission Set to select, please contact Glance.
To assign Permission Sets:
- From Setup, go to Quick Find and search for Permission Sets.
- Click the name of the Permission Set you want to assign.
- Click the Manage Assignments button.
- Check the box for each user you wish to assign the Permission Set.
- Click Add Assignments.
You can try these settings as a System Admin, but first you will need to remove the equivalent Custom Permissions from your System Admin profile, because Custom Permissions are added automatically by Salesforce to System Admins on package install.
Clear Excess Custom Permissions from System Admin Profile
- From the Gear icon in the top-right corner, choose Setup.
- On the left sidebar, under Users, click on Profiles.
- Choose System Administrator.
- At the top of the page, hover your mouse over Enabled Custom Permissions and click Edit.
- Select the Glance custom permissions that you do not need, and click Remove.
- Click Save.
Log in to Glance in Salesforce
You will need a Glance account with administrative rights. For a Glance account, please contact your Glance representative or submit a case here.
After installing the package, navigate to the Glance for Salesforce app.
To locate Glance User Settings in Lightning:
- Go to the App Launcher by clicking the 9-dot square in the top-left corner.
- Search for Glance.
- Select Glance.
- From the top navigation bar, click on Glance User Settings.
- Review the License Agreement Terms and click I Accept.
- Under Already use Glance, enter your Glance Address and Password.
- Click Save.
- When finished, go back to Glance Company Settings by clicking on the tab at the top. In this guide, scroll down to the Configuring Glance Company Settings section.
To locate the Glance User Settings page in Classic:
- At the top-right corner of your Salesforce instance, click the Salesforce App Menu. A drop-down menu will appear.
- Select Glance.
- On the top navigation bar, click on the Glance User Settings tab.
- Review the License Agreement Terms and click the I Accept button.
- Under Already use Glance?, enter your Glance Address and Password.
- Click Save.
When finished, go back to Glance Company Settings by clicking on the tab at the top.
Configuring Glance Company Settings
At the top of Glance Company Settings are the main settings for the package. It also includes some options to configure single sign-on, and which Glance buttons you want available to your agents.
To get to Glance Company Settings:
- While in the Glance for Salesforce app, click on Glance Company Settings at the top.
- Or, from the App Launcher in Lightning, search for Glance and click on Glance Company Settings.
Default Glance Admin
Under the Settings category, the Default Glance Admin option defines which Salesforce user is an admin for your company’s Glance account. This drop-down menu lists all users with these privileges. Select a name from the list to assign administrative rights. To set a Glance Admin, a Glance User with Glance administrative privileges must sign into Glance User Settings in Salesforce. The user does not need to be a Salesforce admin. If you don’t see a Default Glance Admin appear in Glance Company Settings, double-check the Glance credentials are for an admin in your Glance group.
Create Leads for Session Guests
If you have guests who join one of your Glance Screen Share sessions and provide contact information, new leads are created for them if they do not currently exist in Salesforce. This is beneficial as it prevents agents from having to create a lead themselves in Salesforce. This does not apply for using Cobrowse.
In the drop-down menu choose one of the following options:
|Never||This option does not create any new Leads for session guests.|
|Who Provide a New Email||This option creates a new Lead for any guest who provides an email address when joining. A new Lead will only be created if there is no existing Lead with that same email address.|
|Who Provide a New Email and Name||This option creates a new Lead for any guest who provides both an email address and name.|
Log Sessions Started Outside Salesforce
You can start Glance sessions from either Salesforce or from the Glance client directly. If you check this option, Glance for Salesforce will log all sessions as Glance Sessions, including those started by the Glance client.
Open Glance Session Records
When you launch a session, Glance automatically creates a Glance Session record and saves it. If you enable this option, the user can immediately capture notes in Salesforce during their session or relate the session to other records.
Glance for Salesforce automatically synchronizes all Glance session data as Glance Sessions. The Sync Frequency setting allows you to determine how often updates occur: Hourly, Every 2 hours, Daily, or Never.
Synchronization happens relative to the time you first installed the Glance for Salesforce package. For example, If you install the package at 1:14 p.m. and you synchronize every hour, synchronizations will occur at 2:14 p.m., 3:14 p.m. and so on.
As an option, you may run synchronization jobs manually from the Glance Sync History page, which is located on the Glance for Salesforce navigation bar. Select the tab, click the Sync Now button, and click Refresh. Next Sync displays the date and time of the next scheduled sync.
Chatter When Starting Glance Session
If you enable this option, when you start or join a Glance session from a record in Salesforce, it is posted into the Chatter feed of anyone following that record. The automatic notification includes a link to the session that Chatter users can click to join from any desktop, tablet, or mobile device.
Single Sign-On (SSO)
If you are not using SSO, every user must sign in with their Glance address and password from the Glance User Settings page. This can be found at the top of the Glance for Salesforce application next to Glance Company Settings.
If you are using Cobrowse without any client software, your agents will also need to keep a browser tab open and stay signed into their Glance account. We have a page for this that can be found at www.glance.net/account/accountkeepalive.aspx.
From the Presence Settings section, you can enable Presence within Salesforce so that the Join button lights up when your customer is present on your website. When the button lights up, the agent can connect with the customer with one click. For more information, see 1-Click Connect Requirements.
If you enable Show Terms To Visitor Before Connecting, the visitor will receive a prompt in their browser window that they must accept before the Cobrowse session starts and the agent connects.
This section controls which buttons appear in the Glance Lightning Component when it is on a record. These settings also apply in Classic when the Lightning Component is wrapped in a VisualForce page. By default, most buttons are enabled for Cases, Contacts, Leads and Opportunities.
|Column||What it Controls|
|Object||Determines which object you want to configure the Glance buttons for. The options in this list are determined by which Lookup fields are on the Glance Session object.|
|Show||Toggles whether the Show button appears or not. Show enables your Glance to show their screen and can invite anyone to join.|
|View||View enables your Glance user to start a session to view your customer’s entire screen. Controls whether the View button appears. You have additional options to control whether remote control is enabled by default or not. This does not supercede user permissions defined in the Glance Admin portal.|
|Join||Controls whether the Join button appears. Join allows your Glance user to join Cobrowse and Screen Share sessions started by customers on your website, on their desktop, or in your mobile app.|
|Visitor ID object||Used for configuring 1-Click Connect through Glance’s Presence service. Choose which object where the Visitor ID is located. You can choose the object you are configuring Glance on or any parent object.|
|Visitor ID field||Sets the field to use for the visitor ID from the Object you defined in the Visitor ID Object setting. If no Visitor ID is selected, the Join button will default to asking your user for a session key.|
|Auto Join||If enabled, the user automatically connects to any in-progress Glance session when they load the record in Salesforce. This is used in cases where Glance is fully integrated into the call center experience. Currently only supported for Cases. For more information, contact Glance.|
|Actions||Click Remove to delete the row of configuration settings. If the Glance Component is on an object that has no configuration settings, a message will be displayed that Glance is not enabled.|
At the top of the section, an Add button is available. This button adds a row for you to configure Glance buttons for another object.
Glance for Salesforce Users
This section shows a list of all the current users including their account and subscription details.
Clicking Del under the Action column deletes the association between the Salesforce account and the Glance account. It does not delete the Salesforce user or cancel the Glance Screen Share account.
Configuring Single Sign-On (SSO)
To configure single sign-on (SSO), you first need to work with Glance Customer Success on which field in your Salesforce User object you intend to use as the Glance Partner User ID (PUID). It may be convenient to use the Salesforce UserID itself. The PUID must be available on the User object in Salesforce, and must be unique to each user. It is also common to use a value in the User FederationID field (also used for SAML). You need to provision Glance users with Partner User IDs in addition to their Glance addresses. You also need to generate your own API key for your group in your Glance account online.
After you have provisioned partner user IDs and generated your API key, go back to Glance Company Settings and do the following:
- At the top of Glance Company Settings, click Edit.
- In Single Sign On, check Enable SSO.
- Choose the field on the User object you have selected that contains the Glance Partner User ID.
- Navigate to http://www.glance.net/Login.asp and log in to your Glance account.
- Go to the Settings tab and scroll to the API Key section at the bottom of the page.
- Copy your API key.
- Go back to Glance Company Settings in Salesforce, and paste it into the API Key field.
- If you like, you can change your Login Expiration (the default is 3,600 seconds, which is one hour).
- Scroll to the top and click Save.
For more information on how SSO works, see the section How SSO Works.
The Glance buttons can be used from any record in Salesforce. These buttons are added by putting a Lightning Component on a Lightning Record Page or a small Visualforce page on a Page Layout.
To add the Glance buttons in Lightning:
- Open the app from the App Launcher that will be used by your Glance users, such as the Service Console.
- Navigate to a record type that you want to add Glance to, like a Contact or Case.
- Click the Gear icon in the top right corner and choose Edit Page.
- On the left sidebar, under Custom – Managed, click and drag Glance over onto the console wherever you want Glance to be placed.
- Click Save.
- If prompted, click Activate.
- You might be prompted to assign the record page.
- After you assign the record page, click Save.
- In the top right corner, click Back.
- Repeat steps 2 to 11 for any other Lightning Record Pages you want to add Glance to.
Follow these steps to add a Glance button to standard objects you will be using with Glance. This example uses Lead layouts.
- On the top-right of your Glance for Salesforce app, click on your Username.
- Select Setup from the drop-down menu.
- Locate the App Setup menu located on the left-hand panel of the page.
- Select Customize.
- Choose Leads.
- Click on Page Layouts.
- Select the Edit link in the row Lead Layout. After creating your page layouts, click the Page Layout Assignment button to control which page layout users see by default.
- At the top of the page, you should now see the Lead Layout section.
- Select the Visualforce Pages layout option located in the left-hand panel.
- From the right-hand panel of Lead Layout, click on GlanceFromLead.
- Drag the GlanceFromLead to the Lead Detail section. Note: We recommend placing GlanceFromLead at the top of the right-hand column of the Lead Detail section.
- The page is way too big by default. Hover over GlanceFromLead and click on the wrench icon.
- In the Visual Page Properties pop-up window, change the Height from 200 to 24 pixels. That’s better.
- Click OK.
- Scroll back up the page and find the Lead Layout section.
- Click on Save.
Below is an example of the Show, View, and Join buttons added to a Lead object:
If you would like to show past Glance Sessions related to your records, you can add a Related List to the Page Layout with the following steps:
- From Setup, choose an object’s Page Layout from Object Manager in Lightning or from Quick Find in Classic.
- From the Page Layout Editor, scroll down to Related Lists.
- From the palette at the top, click Related Lists on the left.
- Click and drag Glance Sessions onto the page.
- Adjust the columns displayed if you like.
- At the top, click Save.
Repeat these steps for any other record pages that you want to display Glance Session history.
Using Glance with Custom Objects
Out of the box, Glance is configured to easily work with Accounts, Campaigns, Cases, Contacts, Leads and Opportunities. If your Glance users are primarily working from Custom Objects or cloud-unique objects like Person Accounts or Households, there are a few extra steps to enable Glance for those objects:
- Add a Lookup field to the Glance Session object for your custom object.
- Configure the Glance Buttons for that object in Company Settings.
- Add the Glance buttons to that object’s record page.
Here are the detailed steps:
Add a Lookup Field to the Glance Session Object
A Lookup field defines a relationship between a Glance Session record and a custom object record. This makes it possible to log Glance Sessions related to custom object records and appear in a Related List on that object.
Edit Glance Session Object in Lightning
- From Setup in Lightning, go to Object Manager.
- Click Glance Session.
- Click Fields & Relationships.
- Click New.
Edit Glance Session Object in Classic
- From Setup, in Quick Find, enter Objects.
- Under Create, click Objects.
- Click Glance Session.
- At the top, hover over Custom Fields & Relationships and click New.
Add the Lookup Field (Lightning or Classic)
- At Step 1, select Lookup Relationship and click Next.
- At Step 2, in the dropdown, choose your custom object and click Next.
- At Step 3, enter a Field Label and Field Name. The default for Field Label is fine, but it helps if Field Name has ‘Glance_’ before it (ex:’Glance_Household’). Then click Next.
- At Step 4, set field-level security if you like, then click Next.
- At Step 5, Click Next to add the field to the default Page Layout.
- At Step 6, you have an option to add a Glance Sessions related list to that object’s record’s page layout.
- Click Save to create the field.
Move the New Lookup Field in the Glance Session Page Layout
- In Classic while still in the object editor, at the top, hover over Page Layouts and click Edit next to Glance Session Layout.
- In Lightning while still in the Object Manager, on the left, click Page Layouts, and then Glance Session Layout.
- Move the newly-created Lookup field from the Information section into the Related Records section.
- Click Save.
With the Lookup relationship in place, you can now configure the Glance Buttons for the object.
- Return to Glance Company Settings from the App Launcher or from the Glance app.
- At the top, click Edit.
- In the Glance Buttons section, click Add.
- In the new row where it says –None–, click the dropdown and select your custom object.
- Configure the rest of the rows for your custom object.
- Scroll back to the top and click Save.
After the relationship is defined and the buttons are configured, the last step is to actually add the buttons to your record page for your users to access.
To add the Glance Buttons in Lightning, simply follow the previous steps earlier for adding the Glance Lightning Component to a Lightning Record Page, and save it.
Glance automatically logs sessions related to the object you started or joined the session from. Session details are captured in a custom object called Glance Sessions.
The record is created immediately upon using Glance with some initial data, like Start Time, Type, and Key. The remaining session details are added after the next scheduled synchronization.
Synchronization requires setting a Default Glance Admin in Glance Company Settings. The user selected must be an Admin in your company’s Glance group.
You can see the history of syncs or trigger a sync manually by going to Glance Sync History tab from the App Launcher or the Glance app. You’ll see a list of all recent sync jobs and any failures that may have occurred.
Uninstalling Glance for Salesforce
After you take Glance out of your record pages:
- Go to Setup in Lightning or Classic.
- Under Quick Find, type Installed Packages.
- Click on Installed Packages.
- Next to Glance, click Uninstall.
- At the bottom of the page, choose if you would like to save the package data for a period of time.
- Check Yes, I want to uninstall this package and permanently delete all associated components.
- Click Uninstall.
- The package will uninstall within a few minutes.
How SSO Works in Salesforce
A user can be authenticated to various Glance services, either on the web or via the clients using a Login Key.
Authentication requires a Glance PartnerId (Group ID), a PartnerUserId (PUID) that identifies the User within the Group, and a LoginKey. All three are passed on a web page URL or a custom protocol URL invoking the client.
Glance for Salesforce generates a LoginKey using the API Key provisioned in the customer Org Custom Settings, the PartnerUserId (from the specified Salesforce User field) and the GroupId of the default admin user.
Glance for Salesforce then passes the LoginKey, PartnerId, PartnerUserId to Glance.
For web agents these are passed on the Cobrowse join URL. See the Single Sign-On section under Joining a Session Through CRM Integration in the Glance Cobrowse Setup Guide.
For Panorama agents, the LoginKey and other parameters are passed to the client on the glancepanorama://… protocol URL.
- The agent browser requests object (Lead, Contact, Case) from Salesforce. The Salesforce serves a page layout with an embedded Glance for Salesforce Visualforce page.
- The browser requests the Glance for Salesforce Visualforce page.
- The Glance for Salesforce Apex code retrieves the PartnerId (GroupId) from Company Settings, PartnerUserId from specified User field, and shared secret APIKey from Custom Settings.
- Generates the LoginKey and glancepanorama:// protocol URL.
- The agent clicks the Glance button.
- The registered protocol handler (GlanceLauncher.exe) opens with a URL containing command and parameters: PartnerId, PartnerUserId, LoginKey.
- The protocol handler .exe file launches Glance Panorama (if not running), then transmits protocol URL (via ServiceModel/named pipes).
- The panorama client calls Glance Web Services to authenticate, passing the PartnerId, PartnerUserId and LoginKey.
- Web Services uses PartnerId to retrieve secret APIKey, and validates LoginKey. Then maps the PartnerUserId to a Glance user, and validates access and privileges. The web service returns validation, privileges and settings and for actions that start a session return a server and server key.