Setup Guide

What's New?

The Demo Kit has been updated to work with Glance's newly renovated managed package with the namespace 'Glance'. It is easier to set up, and it 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. Orgs you have already set up will continue to work the way they always have.

Three steps:

  1. Add the Glance packages to your Lightning demo org
  2. Complete the one-time setup
  3. Try it out!

Quick Links:

Install the Glance for Salesforce package

You will need to add Glance’s main package and then an extension package specifically for demos.

  1. In a fresh Salesforce Org, install the Glance for Salesforce package.
  2. Click Install for All Users, and then click Install.
  3. Check Yes, grant access to these third-party web sites and then Continue. In an SDO, it takes about 8 minutes to install.
  4. You must install the main package before you install the Demo extension package.

While you’re waiting for that to install…

Add the Glance Cobrowse Injector extension to Chrome

This extension lets you demo Glance Cobrowse on most customer websites.

Typically, the customer’s web developer needs to add one line of Glance JavaScript to each page of their website, which makes content on the web page cobrowse-able. This Chrome extension injects that same line of JavaScript into each web page your browser shows.

Please note that this extension is only for doing demos. Your customer would never use it.

If you have done this before, you don’t need to do it again.

  1. Get the Injector here and install it.
  2. From the Chrome menu bar, click the G icon to open the extension options.
  3. Under Group, verify that it shows 20211.
  4. Verify that Presence is set to On. interjector settings.

Depending on the structure of the website, some elements of the page may not render correctly in the agent-side view, such as custom fonts, icons, hover events or some images. This isn’t because Cobrowse is broken—the service just hasn’t been “tuned” for the target website. Every website is different. In a full implementation, Glance offers professional services to tune cobrowse specifically for each client’s website.

If you prefer to use your own Injector extension like TamperMonkey or PersonalizedWeb, you can use this tag:

<script id="cobrowsescript" src="https://www.glancecdn.net/cobrowse/CobrowseJS.ashx?group=20211&site=production" data-groupid="20211" data-site="production" charset="UTF-8" data-ws="www.glance.net" data-cookiedomain="" data-presence="on" data-ui="" data-inputevents="{"ctrl-13":"showButton","shift-13":"startSession"}"></script>

Install the Glance for Salesforce Demo extension package

The Glance for Salesforce package must be installed first before you can add this extension package. Direct link here: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t4T0000008aUI

  1. Same as before, install it for All Users.
  2. After the install, click Done.

    NOTE: You’ll probably see a warning about this being a Non-Salesforce Application. This package has not been through security review because it’s not for actual customers. Don’t worry, we’re not interested in doing anything nefarious with the fake data in your demo org.

It should install within less than a minute.

Run Demo Setup

After the extension package is installed, there is a step to automatically provision you with a Glance account in this org, sign you in with SSO, and configure some default settings for your demo.

  1. From anywhere in Lightning, click on the App Launcher.
  2. Enter Glance in the search field.
  3. Click Glance Demo in bottom.
  4. Agree to the terms (Please don’t resell, don’t steal, don’t attack us etc.)
  5. Click Setup.

You should see a result that says something like This org is now set up for demos. You’ve been provisioned with an account, SSO’d in, and configured demo-specific settings for you. You’re welcome!

If you are demoing Glance from a different User

If you want to show a different User in your org doing the cobrowse session (like Tim Service), just repeat the step above while logged in as that user and they will have an account provisioned for them, too.

If the user's Profile is not a System Admin, Solution Manager, or Standard User Profile, you also need to complete this step:

  1. From anywhere in Lightning, click on the App Launcher.
  2. Enter Glance in the search field.
  3. Click Glance Company Settings.
  4. At the top, click Edit.
  5. Scroll down to Profile Access Settings and click Add
  6. In the added row, choose your other user's profile, and configure the row to match the other three.
  7. Scroll back to the top and click Save.

If the other user is not a System Admin, you will also need to assign them the Glance User permission set:

  1. From Setup, go to Permission Sets.
  2. Click Glance User.
  3. At the top, click Manage Assignments.
  4. Click Add Assignments.
  5. Check the box next to Users you would like to enable for Glance and click Assign.

Add the Glance Lightning Component to the Contact page in Lightning

This gets the button on the Contact or Case record for you to get into a Cobrowse session.

  1. From the App Launcher, go to Lightning Service Console.
  2. Open up a contact record.
  3. Click the Gear in the top right corner, and then click Edit Page.
  4. In the left sidebar under Standard, click and drag the Glance custom component to the right column at the top.
  5. Click Save.
  6. If prompted, click Activate.
  7. Click Assign as Org Default.
  8. Click Save.
  9. Repeat for Case object if necessary.
the visualforce page with cobrowse button.

Get a Button in Salesforce Classic

NOTE: Do not add the button to the Classic page layout AND the Lightning page layout as it will appear in two locations when presenting Glance in the Lightning experience.

  1. From Setup, under Contacts, click Page Layouts.
  2. Next to Contact layout, click Edit.
  3. In the selector at the top, choose Visualforce Pages on the left.
  4. Click and drag GlanceFromContact to the top right side of the contact detail, usually over phone.
  5. From the Visualforce area, click the wrench icon.
  6. Change the Height to 30 pixels, then click OK.
  7. Click Save.
  8. Repeat the same steps for Cases using GlanceFromCase.

    NOTE: You can also drop the visualforce element under a Quick Action, but we recommend keeping the button exposed so the agent can see when it is lit up for 1-Click Connect (an agent-initiated session).

Complete a Basic (Visitor-Initiated) Session with Key

You should be good to go! Try it out.

  1. In Chrome, representing the customer-side, go to a web page.
  2. From the customer-side web page, press Shift+Enter on your keyboard. You should see a 4-digit key appear in the bottom corner of the page.
  3. From Salesforce on the Case or Contact record, click Join.
  4. Enter the key and click Connect.
  5. Click the pop-up icon in Chrome’s address bar.
  6. Click “Always allow popups from https://glancedemo…” and then click the link above it (only required to do once).

A new tab should open up with the cobrowse view. the cobrowse view.

NOTE: You have to use a hotkey when you use the Cobrowse Injector, but on production we strongly recommend that our customers add a link or button to the footer of their website that starts Cobrowse sessions. You’d be surprised how many consumers have trouble hitting a hotkey.

Troubleshooting

If you were unable to get into a Cobrowse session:

  • Make sure your user is a Sys Admin, or has the Glance User or Glance Admin permission set.
  • Make sure you pushed the Setup button in the Glance Demo object
  • Make sure the web page you want to cobrowse is tagged (you can inspect the page and look for a tag in the header)
  • Try refreshing each page
  • Make sure you allowed pop ups from your org’s domain

Other Problems

  • SSO Partner User ID not set: You are not provisioned. Add the Demo Extension Package and Run Demo Setup. If you are using Cobrowse as a separate User (like Tim Service), you will need to run the setup again while logged in as that User. Anything else? Reach out to Glance Support.

Got a hot lead with questions? Contact sales@glance.net and we’ll be happy to jump in!

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