- 1 Installing Glance for Salesforce
- 2 Logging in to Glance
- 3 Configuring Glance Company Settings
- 3.1 Default Glance Admin
- 3.2 Create Leads for Session Guests
- 3.3 Automatically Associate Sessions with Opportunities or Cases
- 3.4 Create Salesforce Events for Non-Salesforce Sessions
- 3.5 Open Glance Session Events
- 3.6 Allow Free Trial?
- 3.7 Free Trial Disabled Message
- 3.8 Sync Frequency
- 3.9 Chatter
- 3.10 Single Sign-on (SSO)
- 3.11 Session Types
- 3.12 Live Agent
- 3.13 Glance for Salesforce Users
- 4 Configuring Single Sign-on (SSO)
- 5 Adjusting Custom Permissions
- 6 Adding Glance Buttons to Salesforce Records
- 7 Adding Glance Session Details to an Event Object
- 8 Uninstalling Glance for Salesforce
- 9 Optional features
- 10 How SSO works in Salesforce
This section will help you install and configure Glance for Salesforce (Lightning and Classic). To learn more about how Glance for Salesforce works, visit Glance for Salesforce.com. Once you have deployed Glance into Salesforce, you can also integrate Glance for Salesforce Live Agent.
Installing Glance for Salesforce
Follow the steps below to download and install the Glance for Salesforce package.
Step 1: Download the Glance for Salesforce Application
Please contact your Glance representative or email Glance to retrieve a link to install the Glance for Salesforce package.
Step 2: Install the Glance for Salesforce Package
Once you have received the download link from Glance, you can install the Glance for Salesforce package by following these steps:
- On the Install Glance for Salesforce page, choose who to install it for:
- Install for Admins Only
- Install for All Users
- Install for Specific Profiles
Note: These options set which profiles have the Glance package’s custom permissions enabled. You will likely need to change them later in the setup, so any option you choose here is fine.
2. 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 on Continue.
You will see the following message while the install is processing:
Logging in to Glance
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.
3. Select Glance for Salesforce.
4. From the top navigation bar, click on Glance User Settings.
5. Review the License Agreement Terms and click the I Accept button.
6. Under Already use Glance, enter your Glance Address and Password.
7. Click Save.
8. When finished, go back to Glance Company Settings by clicking on the tab at the top.
To locate the Glance User Settings page in Classic:
- Click the Salesforce App Menu located at the top-right corner of your Salesforce instance. A drop-down menu will appear.
- Select the Glance for Salesforce app.
- On the top navigation bar, click on the Glance User Settings tab.
4. Review the License Agreement Terms and click the I Accept button.
5. Under Already use Glance?, enter your Glance Address and Password. 6. Click Save. 7. When finished, go back to Glance Company Settings by clicking on the tab at the top. 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 to be available to your agents. To get to Glance Company Settings: 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 will list all users with these privileges. Selecting a name from the list will assign administrative rights. First-time users or trial users will be assigned to the default administrator’s group of Glance users, even if they are not admins, so please double-check the defined admin is an admin for your Glance group.
Configuring Glance Company Settings
Default Glance Admin
5. Under Already use Glance?, enter your Glance Address and Password.
6. Click Save.
7. When finished, go back to Glance Company Settings by clicking on the tab at the top.
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 to be available to your agents.
To get to Glance Company Settings:
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 will list all users with these privileges. Selecting a name from the list will assign administrative rights. First-time users or trial users will be assigned to the default administrator’s group of Glance users, even if they are not admins, so please double-check the defined admin is an admin for 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 will be created for them if they do not currently exist in Salesforce. This is great if you want to use Glance to host webinars for marketing purposes. For more details on collecting user information, check out the Screen Share section. This does not apply for using Cobrowse.
In the drop-down box choose one of the following options:
|Never||Never does not create any new Leads for session guests.|
|Who Provide a New Email||Who Provide a New Email 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||Who Provide a New Email and Name creates a new Lead for any guest who provides both an email address and name.|
Automatically Associate Sessions with Opportunities or Cases
When you use Glance from a Salesforce record, a session event is logged to that record. If you use Glance from a Contact or Lead, this setting will also associate those sessions with related Opportunities or Cases. If you select Let users choose, then each user can set this individually from the Glance User Settings object.
Create Salesforce Events for Non-Salesforce Sessions
Glance sessions can be started from either Salesforce or the desktop of a Glance client. When this option is checked, Glance for Salesforce will log all sessions (creating Salesforce Events) including those started by the Glance client.
Open Glance Session Events
When a session is launched, Glance automatically creates an Event record and saves it. By selecting Open Glance Session Events, the user is redirected away from the object from which they started the session by opening an Event record page. This can be helpful if you want to capture notes in Salesforce during your session.
Allow Free Trial?
Allow Free Trial? will allow users in your org to try Glance Screen Share for free from within the Glance for Salesforce application. Note: Glance does not recommend enabling this feature.
Free Trial Disabled Message
The Free Trial Disabled Message is the message shown to users if they try to sign up for a free trial after you have disabled it.
Glance for Salesforce automatically synchronizes all Glance session data with Salesforce Events. 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. So, 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. etc.
As an option, synchronization jobs may be run manually from the Glance Sync History page, which is located on the Glance for Salesforce navigation bar. Simply select the tab, click the Sync Now button, and click Refresh. Next Sync displays the date and time of the next scheduled sync.
The Glance for Salesforce Chatter setting automatically alerts Salesforce users whenever you start or join a Glance session with any prospect or customer they follow. The automatic notification includes a link to the session that Chatter users can click to join from any desktop, tablet, or mobile device.
Glance for Salesforce provides the following two Chatter setting choices:
|When scheduling meeting||When scheduling meeting posts scheduled Glance meetings to the Chatter feed of anyone following the related object (Lead, Opportunity, etc.).|
|When starting meeting||When starting meeting posts started Glance meetings to the Chatter feed of anyone following the related object.|
Single Sign-on (SSO)
At first, this option will be empty. See the section below on configuring SSO.
If you are not using SSO, every user must sign in with their Glance address and password from the Glance User Settings object. 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.
The Session Types category of the Company Settings page includes three types of sessions:
|Show My Screen||Starts a session to show your screen and invites guests to join.|
|View Guest’s Screen||Starts a session to view someone else’s screen and invites a guest to join. (Requires small download for guest.)|
|Cobrowse||Join a Cobrowse session started by a customer from your website. You may be required to enter a key which should be provided by the customer, or an agent can initiate a session if 1-Click Connect is enabled. Cobrowse allows agents to View or View and Control the visitor’s browser window.|
Check the boxes to enable which buttons appear for all users. You have the option to control which objects the Cobrowse/Join button appears on. This will apply to all users who access any record that contains a Glance button.
If you have configured your website to use Cobrowse with Presence for 1-Click Connect, you also have the option to define which field is used for the Visitor ID on the Lead, Contact, and Case objects. For more information, see 1-Click Connect Requirements.
Glance offers a deep integration with Salesforce Live Agent. If you are interested in using it, go to the Glance for Salesforce Live Agent Extension section for more information. Otherwise, you can ignore the settings in this section.
Glance for Salesforce Users
If you are not using SSO, this section shows a list of all the current users including their account and subscription details.
Clicking Del under the Action column will delete the association between the Salesforce account and the Glance account. It will not delete the Salesforce user or cancel the Glance Screen Share account.
Configuring Single Sign-on (SSO)
To configure Single Sign-on (SSO), you will 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. It is also common to use a value in the User FederationID field (also used for SAML). You will need to provision Glance users with Partner User IDs in addition to their Glance addresses. You will also need to generate your own API key for your group in your Glance account online.
Configuring SSO requires a Glance representative to access your Salesforce org.
Follow these steps to grant Glance log in access:
- From Salesforce, click on your Name, and then Settings.
- Under My Personal Information, click Grant Account Login Access.
- Give Glance Networks Support login access for a period of time.
- Go to Setup by clicking the Gear icon in the top right corner.
- In Quick Find, search for Company Information.
- Find your Salesforce.com Organization ID and send it to Glance Customer Success.
After you have been provisioned for SSO, Glance will usually do the following steps. They are listed here for your reference:
- Go back to Glance Company Settings and click Edit.
- Under Single Sign-on, check Enable SSO.
- Next to the Partner User ID Field, select the User field containing the PUID set earlier.
- Next to SSO Login Expiration, set the amount of seconds you would like SSO login to last. We recommend using the default 3600, which equals one hour.
- Click Save.
For more information on how SSO works, see the section later in this guide.
There is another option in the SSO settings to enable Universal Join. Checking this transforms the Cobrowse button into a Join button. It behaves exactly the same way except it also grants the ability to join sessions started by customers from your company’s mobile, desktop app or from a desktop sharing web page. Your company must have instrumented their applications with this feature. Agents must have permission to join these types of sessions, which can be configured by the admin in the Glance Portal.
If you are interested in this functionality, please contact Glance.
Adjusting Custom Permissions
Custom permissions control how the Glance buttons behave, usually whether or not they invoke the Glance Panorama client. You will need to adjust which permissions are active for user profiles depending on your solution configuration.
To adjust custom permissions:
- Click on the Gear icon in the top right corner and choose Setup.
- On the left sidebar, under Users, click on Profiles.
- Choose System Administrator. (Later you will want to adjust other profiles, but you can start here to test.)
- At the top of the page, hover your mouse over Enabled Custom Permissions and click Edit.
There are three custom permissions:
|Permission name||Function||Typical use|
|Glance for Salesforce.G4S.Agent Video||Requires Panorama client. If the custom permission Glance for Salesforce.G4S.Glance for Salesforce – Panorama is also active, on joining a session via the Cobrowse/Join button, an agent video session will immediately start.||Enable if you want your sessions to automatically start with Agent Video active.|
|Glance for Salesforce.G4S.Glance for Salesforce||Displays the Cobrowse/Join button and allows you to join sessions to view in a browser tab.||Enable if you are only using Cobrowse.|
|Glance for Salesforce.G4S.Glance for Salesforce – Panorama||Requires Panorama client. Displays the Cobrowse/Join button and allows you to join sessions to view in the Panorama client. Also allows you to Show your screen or View someone’s screen through the Panorama client.||Enable if you are using Screen Share with Cobrowse and/or Agent Video.|
- Choose which permissions you need enabled and disable the rest.
- Repeat these steps for every user profile that will be using Glance.
Note: If every permission is enabled, then it will default to invoking the Panorama client and launching Agent Video. If you do not have Panorama installed, you will not be able to use Glance until you either install the client or change the permissions.
Note: If you selected Install for all users when you first installed the package, every profile in your org will have every permission enabled.
The Glance Show and View buttons can be used from most objects in Salesforce. The Cobrowse/Join button can only be used from a Lead, Contact, or Case. These buttons are added by putting a small Visualforce page on each Lightning Record or Page Layout.
You can put the button on a quick action as well, but the button is so small that it is usually easier for agents to reach if it’s a part of the page.
Note: The Glance buttons are only available to use on standard objects. The Cobrowse/Join button is only available on Contacts, Cases and Leads.
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, click and drag Visualforce over onto the console wherever you want Glance to be placed. (It is recommended that it’s placed high enough so the agent doesn’t have to scroll down to get to it.)
- On the right sidebar, under Label, enter Glance.
- Under Height, enter 40.
- Click Save.
- If prompted, click Activate.
- You might be prompted to assign the record page.
- After you assign the record page, click Save.
11. In the top right corner, click Back.
12. Repeat steps 3 to 11 from a Case object if you want to use Glance from there as well.
You can add Glance buttons to the following objects in Salesforce Classic. The * indicates which objects may use Cobrowse:
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.
3. Locate the App Setup menu located on the left-hand panel of the page.
4. Select Customize.
5. Choose Leads.
6. Click on Page Layouts.
7. Select the Edit link in the row Lead Layout.
8. At the top of the page, you should now see the Lead Layout section.
9. Select the Visualforce Pages layout option located in the left-hand panel.
10. From the right-hand panel of Lead Layout, click on GlanceFromLead.
11. Drag the GlanceFromLead to the Lead Detail section.
12. Point to the GlanceFromLead box and click on the wrench icon.
13. In the Visual Page Properties pop-up window, change the Height from 200 to 35 pixels.
14. Click OK.
15. Scroll back up the page and find the Lead Layout section.
16. Click on Save.
Below is an example of the Show, View, and Join buttons added to a Lead object:
- Choose Event Layout.
- From the top palette, click Fields on the left.
- On the right, click +Section and drag it under the Calendar Details section.
- The Section Properties box will appear.
- Under Section Name, type Glance Session Details.
Adding Glance Session Details to an Event Object
Glance for Salesforce automatically logs sessions as Events related to the object you start or join the session from. Session details are captured in Custom fields on the Event object.
The event is created immediately upon using Glance with some initial data. 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 for your company’s Glance group.
To add Glance session details to an event object in Lightning:
- Click the Gear icon in the top right corner and choose Setup.
- At the top of the page next to the Home tab, click on Object Manager.
- Select Event.
- Choose Page Layouts.
- Leave everything else as is and click OK.
- In this section, click and drag the following Fields from the palette at the top:
- Duration (min)
- First Guest’s Location
- Number of Guests
- Session Key
- Session Type
7. Click Save.
8. Click the Edit link that corresponds to the Event Layout page.
9. Click on Section located on the right-hand panel, and drag it to Event Detail.
10. A Section Properties dialog box will now appear:
- Under Section Name, type Glance Details.
- Select the 2- Column Layout.
- Choose Left-Right Tab-Key Order.
11. Click OK.
12. Add the following by selecting Fields from the top left-hand panel of the Event Layout dialog box:
- Duration (min)
- First Guest’s
- Number of Guests
- Session Key
- Session Type
13. Drag and drop the desired fields to the newly created Glance Details section.
14. Click the Save button and the Glance Details Event Layout Page will look like this:
If you anticipate needing to use Glance from the Event object, it’s a good opportunity to add the Glance Show and View buttons while you’re here:
- Click on the Visualforce Pages in the left-hand panel of the Event Layout section.
2. Drag and drop GlanceFromEvent to the desired section location. (In this example, it is displayed in the top row of the Calendar Details section.)
3. Point to the GlanceFromEvent box, and then click the Wrench icon.
4. Change the Height from 200 to 35 pixels and click OK.
5. Click Save on the Event Layout box and exit the window.
Below is an example of the Show and View buttons added to an Event Layout:
Uninstalling Glance for Salesforce
If you want to remove Glance for Salesforce, you will first need to remove Glance fields and Visualforce elements from your Page Layouts and Lightning Records. You can retrace the steps earlier in this guide, but drag-and-drop Glance elements off the of the records instead of on.
Once you take Glance out of your record pages:
- Click on the Gear icon in the top right corner and choose Setup.
- Under Quick Find, type Installed Packages.
- Click on Installed Packages.
- Next to Glance for Salesforce, click Uninstall.
- At the bottom of the page, choose whether or not you would like to save the package’s 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.
These features are not typically necessary for most implementations, but they are documented here in case you need them.
To install a Schedule Meeting button to a Salesforce Lead object, begin by following steps 1-5 from Add the Glance Show and View buttons. If you are already on the Lead Layout page, begin here.
To install the schedule meeting button:
- Scroll down to the Open Activities section.
- Click on the Wrench icon.
3. The Related List Property–Open Activities dialog box will appear.
4. Click on the + sign in the Buttons row of the Related List Properties dialog box to expand the section.
5. Scroll down to the Custom Buttons layout.
6. Under Available Buttons, select Schedule Glance Meeting.
7. Click Add.
8. Once the Schedule Glance Meeting has been added to the Selected Buttons column, click OK.
9. Scroll back up the page until you find the Lead Layout section.
10. Click Save.
Glance for Salesforce includes some helpful links you can add to the Home Page Layout. These might be useful if you are using Glance as a presentation tool for a sales team.
To add custom links:
- From your Salesforce instance, click your Username and select Setup from the drop-down menu.
- Locate the App Setup menu located on the left-hand panel of the page.
- Select Customize.
- Choose Home.
- Select Home Page Layouts.
- Click on the Edit link in the row displaying Dashboard Home Page Default.
7. The Edit Home Layout page will now appear. Check the Glance for Salesforce box under the Select Narrow Components to Show header.
8. Click the Next button.
9. Arrange the components on your home page as desired and then click Preview to view your new settings.
10. Click Save to retain your changes.
Here is an example of a home page layout with active links:
Tip: To remove any unwanted links:
- From your Salesforce instance, click Username and select Setup from the drop-down menu.
- Navigate to App Setup menu located on the left-hand panel.
- Select Customize.
- Choose Home.
- Select Home Page Layouts.
- Click the Edit link in the row displaying Dashboard Home Page Default.
- Uncheck any boxes that include links you prefer to remove, and then click the Next button.
- Rearrange the top and bottom order components if needed by clicking the Up and/or Down arrow keys.
- Click Save to update changes.
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 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.
G4S 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.
G4S then passes the LoginKey, PartnerId, PartnerUserId to Glance.
For web agents these are passed on the Cobrowse join URL (See “Single sign-on” under “Joining a Session Through CRM Integration” in the Cobrowse section).
For Panorama agents, the LoginKey and other parameters are passed to the client on the glancepanorama://… protocol URL.
|Step||Agent Browser||SFDC/G4S||Glance Protocol Handler||Glance Panorama Client||Glance Web Services|
|1||Browser requests object (Lead, Contact, Case) from SFDC||SF serves page layout with embedded G4S VF page|
|4||Protocol handler exe launches Glance Panorama if not runnng, then transmits protocol URL (via ServiceModel/named pipes)||Panorama client receives and parse protocol URL|
|5||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. Maps PartnerUserId to a Glance user and validates access and privileges. Returns validation, privileges and settings and for actions that start a session return a server and server key|