Use Cases

Overview

The BeyondTrust Salesforce integration allows you to initiate a support session from the Salesforce Case interface and, at the end of the session, to update the case with the following information:

  • Chat Transcript
  • File Transfers
  • System Information
  • Session Notes
  • Exit Surveys (Customer and Representative)
  • Recordings (Links Only)

High Level Integration Information

Data Source BeyondTrust
Data Destination Salesforce.com Case
Direction Both-way
Push/Pull Push and Pull
Integration Mechanism BeyondTrust API

Generate Session Key

Generate Session Key

A technician can generate a session key from within a case. This session key can be given to a customer to initiate a support session.

Once the support session ends, a detailed report of the session is imported into Salesforce and associated with the case from which the session key was generated.

 

Import Remote Support Session Data into a Salesforce Record

Import Remote Support Session Data into a Salesforce Record

Once the Remote Support session ends, Salesforce is automatically updated with information gathered during the support session, including:

  • Chat Transcript
  • File Transfer Information
  • Session Notes
  • Customer System Information
  • Representatives Involved
  • Customers Involved
  • Teams Involved
  • Session Recordings
  • Customer and Representative Survey Results

Jump to Configuration Item

Jump to Configuration Item

A technician can leverage Remote Support Jump Technology to access a Remote Support Jump Client directly from a case.

Once the support session ends, a detailed report of the session is imported into Salesforce and associated with the case from which the session was started.

 

Access Salesforce Records from Rep Console

Using Remote Support's custom links ability, a representative can access the associated Salesforce record directly from within the representative console. This saves time searching for the record in Salesforce and provides the representative with any available issue details, history, or other context to help quickly resolve the issue.

Manually Associate Sessions with Salesforce Records

Whether a representative has just created a case for the current session or has found that one already exists, even sessions originating outside the scope of a Salesforce record can be manually associated with the appropriate item, allowing session details to be automatically added to the case when the session ends.

To make this association, enter the numeric ID of the case into the External Key field while in session. You can use the human readable record number from Salesforce to easily make this association.