Salesforce Integration Use Cases
Service desks and customer support organizations using Salesforce can integrate with BeyondTrust Remote Support to improve service levels, centralize support processes, and strengthen compliance. Use cases addressed by the BeyondTrust Remote Support and Salesforce integration are listed below.
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
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
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.