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.

There are five sections on the Glance Company Settings tab:

Prerequisites

Before modifying Settings, verify that:

  • You are the administrator for your Glance account.
  • You have entered your Glance username and password on the Glance User Settings tab in Salesforce.

Settings

Choose your default admin and set session preferences.

To configure your Glance settings:

  1. From the Salesforce app, click the Glance Company Settings tab at the top.
  2. Click Edit.
  3. Under the Settings section, complete the following steps:
    1. For Default Glance Admin, choose which Salesforce user is an admin for your company’s Glance account.
    2. For Create Leads for Session Guests, choose how you want leads created:
      • 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.
  4. For Log Sessions Started Outside of Salesforce, select this option if you want to log all sessions as Glance Sessions, including those started by the Glance client.
  5. For Open Glance Session Records, select this option if you want the user to immediately capture notes in Salesforce during their session or relate the session to other records.
  6. For Sync Frequency, choose 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.
    • 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.
  7. For Chatter When Starting Glance Session, select this option if you want started or joined Glance sessions 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.

  8. Click Save.

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 User ID 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.

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.

Enable SSO

To enable SSO:

  1. You need to obtain a glance API key. Navigate to http://www.glance.net/Login.asp and log in to your Glance account.
  2. Go to the Settings tab and scroll to the API Key section at the bottom of the page.
  3. Copy your API key. The profiles menu.
  4. From the Salesforce app, click the Glance Company Settings tab at the top.
  5. Click Edit.
  6. Scroll to the Single Sign On section.
  7. For Single Sign On, select Enable SSO.
  8. For Partner User ID Field, choose the field on the User object you have selected that contains the Glance Partner User ID.
  9. For API Key, enter your API Key you obtained earlier from your Glance account. The profiles menu.

  10. For Login Expiration, choose how frequently you want the login link to expire. The default is 3,600 seconds, which is one hour.

  11. Scroll to the top and click Save. For more information on how SSO works, see the section How SSO Works.

Presence

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.

To enable presence:

  1. From the Salesforce app, click the Glance Company Settings tab at the top.
  2. Click Edit.
  3. Scroll to the Presence section.
  4. Select Enable Presence.
  5. If you want the visitor to receive a prompt in their browser window to accept before the Cobrowse session starts, select Show Terms To Visitor Before Connecting.
  6. Click Save.

Glance Buttons

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. The glance button settings.

To modify Glance button settings:

  1. From the Salesforce app, click the Glance Company Settings tab at the top.
  2. Click Edit.
  3. Scroll to the Glance Buttons section.
  4. If you want to modify an existing button configuration:
    1. For Object, choose 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.
    2. For Show, select this option if you want the Show button to appear or not. Show enables your Glance user to show their screen and can invite anyone to join.
    3. For Join, select this option if you want the Join button to appear or not. 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.
    4. For Visitor ID Object, choose which object the visitor ID is located from. You can choose the object you are configuring Glance on or any parent object. You should only modify this this menu if you are configuring join sessions with 1-Click Connect through Glance’s Presence service.
    5. For Visitor ID Field, choose 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.
    6. For Auto Join, select this option if you want users to automatically connect 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. This option is currently only supported for Cases. For more information, contact Glance.
  5. If you want to configure Glance for another object, at the top of the section click Add.
  6. Click Save.

For instructions on setting up Cobrowse on your website to join a session through CRM integration, please review the Cobrowse User Guide and the Cobrowse Customizing section.

Profile Access Settings

The section describes how to configure and enable Profiles to use Glance.

NOTE: By default, every button is enabled for System Administrator, Solution Manager, and Standard User.

To adjust these settings or enable Glance for more Profiles:

  1. From the Salesforce app, click the Glance Company Settings tab at the top.
  2. Click Edit.
  3. Scroll to the Profile Access Settings section.
  4. If you want to modify an existing Profile configuration:
    1. For Profile, choose which Profile you want to configure the Glance buttons for.
    2. Under Show, View or Join, check which buttons you want to be available for Users with that Profile.
    3. Under Join In, choose whether Users with that Profile will join sessions in a Browser Tab or in the Glance Client. Joining sessions in the Glance Client requires Users to have the client installed. If the User is working from Chrome or Firefox, they will also need the Glance browser extension.
    4. Under Start Agent Video, check the box if you would like Agent Video to automatically start after joining a session.
  5. If you want to configure Glance for another Profile, at the top of the section click Add.
  6. At the top of the page, click Save.

If a User views the Glance Component and does not have Profile Access Settings configured for their Profile, or if buttons are not enabled for the Object, they will see an error message. An enablement error.

If you have Users accessing Lightning Record Pages with the Glance Component who should not use Glance, we recommend adding a visibility filter for their Profiles to save space on their screen.

For a Glance button to appear to a user, the button must be enabled both for the Object and the Profile. This allows you to control Glance functions for specific Objects and Profiles. For instance, if you have Sales Reps and Support Agents working from Contacts, you could enable both Show and Join for the Contacts object, but only allow Show for Reps and Join for Agents. Or, you could give Reps and Agents access to both Show and Join, but only allow Show on Opportunities and Join on Cases.

NOTE: In the past these settings were controlled by Custom Permissions and Permission Sets. This settings panel replaces those permissions. You will still find the permissions in the Glance package because Salesforce does not allow deleting Custom Permissions in managed packages. We have labelled them as deprecated to avoid confusion.

Glance for Salesforce Users

This section shows a list of all the current users including their account and subscription details. If users authenticate with SSO, they will not appear in the list, unless they manually entered their Glance Address / Password.

To remove the association between a Salesforce account and the Glance account:

  1. From the Salesforce app, click the Glance Company Settings tab at the top.
  2. Click Edit.
  3. Scroll to the Glance for Salesforce Users section.
  4. Locate the user you want to modify.
  5. In the Action column, click Del.
  6. Click OK.

NOTE: Removing association does not delete the Salesforce user or cancel the Glance Screen Share account. It will only remove their Glance username and password from the Glance User Settings, which will prohibit the user from using Glance within Salesforce. To permanently remove a users access to Glance, contact your Glance Administrator or Glance Customer Success.

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