Sos Administrators
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Set Up SOS Video Chat and
ScreenSharing
Salesforce Spring
salesforcedocs
Last updated December
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CONTENTS
Video Chat
Assign SOS Licenses to Agents
Enable the SOS License
Create an SOS Presence Status
Give Users Access to SOS Presence Statuses with Permission Sets
Give Users Access to Your SOS Presence Statuses with Profiles
Create an SOS Routing Configurations
Create an SOS Queue
Update Your Salesforce Console Settings
Create an SOS Deployment
Index
SET UP SOS VIDEO CHAT AND SCREEN SHARING
Want to connect with your customers in a whole new way Add SOS to your native Android or iOS
mobile app so that your customers can connect with agents via twoway video or screen sharing
SOS is part of Service Cloud Snapins for Mobile Apps
Gone are the days when your customers had to connect with a nameless faceless agent over the
phone With one click your customers can video chat with agents who provide personalized inapp
guidance with screen sharing and annotations
SOS is integrated into the Salesforce console for the Service Cloud Your agents can access cases
account records and customer information quickly and easily during their video calls Agents can
also draw on customers screens during an SOS session giving your customers inapp guidance to
solve their problems Your customers get a comprehensive personal support experience and your
agents have the information they need in the console to solve customer issues
EDITIONS
Available in Salesforce
Classic
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
Even better SOS is fully integrated into OmniChannel the Service Clouds routing engine Use OmniChannel to customize how work
itemsincluding SOS video callsare routed to your agents Route SOS calls to the most available capable agents in real time No
thirdparty routing engine required
For more information on integrating SOS into your mobile applications see Snapins Developers Guide for iOS and Snapins Developers
Guide for Android
Before you set up SOS enable OmniChannel in your org
IN THIS SECTION
Assign SOS Licenses to Agents
Each agent who uses SOS must have an SOS license and be part of a permission set that enables the SOS license
Enable the SOS License
Use a permission set to enable the SOS license for your users
Create an SOS Presence Status
Presence statuses indicate whether an agent is online and available to receive incoming work items or whether the agent is away
or offline Create a presence status that lets your agents indicate that theyre online and available to receive SOS calls
Give Users Access to SOS Presence Statuses with Permission Sets
Presence statuses indicate whether an agent is online and available to receive incoming work items or whether the agent is away
or offline Give SOS agents access to the SOS presence status so they can start receiving SOS calls
Give Users Access to Your SOS Presence Statuses with Profiles
Presence statuses indicate whether an agent is online and available to receive incoming work items or whether the agent is away
or offline Give SOS agents access to the SOS presence status so they can start receiving SOS calls
Create an SOS Routing Configurations
Routing configurations determine how work items are routed to agents They let you prioritize the relative importance and size of
work items from your queues That way the most important work items are handled accordingly and work is evenly distributed to
your agents Create an SOS routing configuration to determine how SOS calls are dispersed to your agents
Set Up SOS Video Chat and Screen Sharing
Assign SOS Licenses to Agents
Create an SOS Queue
Queues are a classic element of Salesforce that help your teams manage leads cases service contracts and custom objects
OmniChannel supercharges queues to route work items to agents in real time Create an SOS queue to funnel SOS calls to SOS
agents Well associate the SOS queue with the SOS routing configuration we created earlier
Update Your Salesforce Console Settings
After you get SOS all set up for your organization its time to a few settings in your Salesforce console so that your agents can start
receiving work
Create an SOS Deployment
Create an SOS deployment to integrate your SOS settings from Salesforce into your mobile application
Assign SOS Licenses to Agents
Each agent who uses SOS must have an SOS license and be part of a permission set that enables
the SOS license
EDITIONS
From Setup enter Users in the Quick Find box then select Users
Available in Salesforce
Classic
Select the user that you want to assign an SOS license to
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
Click Permission Set License Assignments
Click Edit Assignments
Check the Enabled checkbox for SOS User
Click Save
USER PERMISSIONS
To set up SOS
Customize Application
Enable the SOS License
Use a permission set to enable the SOS license for your users
EDITIONS
You can add only users who have been assigned the SOS license to the permission set
From Setup enter Permission Sets in the Quick Find box then select Permission
Sets
Available in Salesforce
Classic
Select the SOS permission set
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
If you dont have an SOS permission set create one For User License select None
Click App Permissions
Click Edit
Select Enable SOS Licenses
USER PERMISSIONS
Click Save
To set up SOS
Customize Application
SEE ALSO
Permission Sets
Set Up SOS Video Chat and Screen Sharing
Create an SOS Presence Status
Create an SOS Presence Status
Presence statuses indicate whether an agent is online and available to receive incoming work items
or whether the agent is away or offline Create a presence status that lets your agents indicate that
theyre online and available to receive SOS calls
A presence status can be associated with one or more channels of work items Associate the SOS
presence status with the SOS service channel That way your agents can receive SOS calls when
theyre signed in with the SOS presence status
From Setup enter Presence in the Quick Find box select Presence Statuses then
click New
Name your status
Lets call our status Available for SOS A version of that name becomes the Developer Name
automatically
In the Status Options section select Online
In the Service Channels section add SOS to the Selected Channel list
EDITIONS
Available in Salesforce
Classic
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
USER PERMISSIONS
To set up SOS
Customize Application
Click Save
Give Users Access to SOS Presence Statuses with Permission Sets
Presence statuses indicate whether an agent is online and available to receive incoming work items
or whether the agent is away or offline Give SOS agents access to the SOS presence status so they
can start receiving SOS calls
Alternatively you can give users access to presence statuses through profiles
From Setup enter Permission Sets in the Quick Find box then select Permission
Sets
Click the name of the permission set that contains your SOS agents
Click Service Presence Statuses Access
EDITIONS
Available in Salesforce
Classic
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
Click Edit
Select the SOS presence status that we created earlier Available for SOS
USER PERMISSIONS
Click Save
To set up SOS
Customize Application
To modify permission sets
Manage Profiles and
Permission Sets
Set Up SOS Video Chat and Screen Sharing
Give Users Access to Your SOS Presence Statuses with Profiles
Give Users Access to Your SOS Presence Statuses with Profiles
Presence statuses indicate whether an agent is online and available to receive incoming work items
or whether the agent is away or offline Give SOS agents access to the SOS presence status so they
can start receiving SOS calls
Alternatively you can give users access to presence statuses through permission sets
From Setup enter Profiles in the Quick Find box then select Profiles
Click the name of the profile that contains your SOS agents
Dont click Edit next to the profile name If you do you wont see the correct page section
where you can enable statuses
EDITIONS
Available in Salesforce
Classic
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
In the Enabled Service Presence Status Access section click Edit
Select your SOS presence status Available for SOS to associate it with the profile
USER PERMISSIONS
Click Save
To set up SOS
Customize Application
To modify profiles
Manage Profiles and
Permission Sets
Create an SOS Routing Configurations
Routing configurations determine how work items are routed to agents They let you prioritize the
relative importance and size of work items from your queues That way the most important work
items are handled accordingly and work is evenly distributed to your agents Create an SOS routing
configuration to determine how SOS calls are dispersed to your agents
After you create this configuration well create an SOS queue for your SOS calls Then well associate
our routing configuration with our SOS queue so that your agents can receive calls after we get
SOS set up
From Setup enter Routing in the Quick Find box select Routing Configurations
then click New
EDITIONS
Available in Salesforce
Classic
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
Name your routing configuration
Lets call our routing configuration SOS Routing Configuration A version of that name becomes
the Developer Name automatically
Set your routing priority
If SOS calls are the most important or the only work items your agents handle set your routing
priority to That priority ensures that SOS calls are routed to your agents before other types
of work items
Select your routing model
Set the value of the Percentage of Capacity field to
Agents can accept only one SOS call at a time so SOS calls take of an agents capacity
Click Save
USER PERMISSIONS
To set up SOS
Customize Application
Set Up SOS Video Chat and Screen Sharing
Create an SOS Queue
Create an SOS Queue
Queues are a classic element of Salesforce that help your teams manage leads cases service
contracts and custom objects OmniChannel supercharges queues to route work items to agents
in real time Create an SOS queue to funnel SOS calls to SOS agents Well associate the SOS queue
with the SOS routing configuration we created earlier
The work items in the SOS queue are assigned the priority that you specified in the SOS routing
configuration that you created earlier
For routing to work correctly assign each of your agents to a queue from which theyll be receiving
work items
For more information about queues see Queues Overview in the Salesforce Help
From Setup enter Queues in the Quick Find box then select Queues
Click New
In the Label field name your queue
Lets call our queue SOS Queue A version of this name becomes the Queue Name
automatically
EDITIONS
Available in Salesforce
Classic
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
USER PERMISSIONS
To set up SOS
Customize Application
In the Routing Configuration field look up and select the routing configuration that you created earlier SOS Routing
Configuration
In the Supported Objects section add SOS Session to the list of selected objects
In the Queue Members section add each of the agents to whom you want to route SOS calls to the Selected Users field
Click Save
Update Your Salesforce Console Settings
After you get SOS all set up for your organization its time to a few settings in your Salesforce console
so that your agents can start receiving work
EDITIONS
You need to add the OmniChannel and SOS widgets to your console as well as to allow the domains
for your Service Cloud Real Time URLs
Available in Salesforce
Classic
The SOS and OmniChannel widgets appear in the footer of the Salesforce console From the
OmniChannel widget agents can change their presence status and triage their incoming work
assignments including SOS calls When an agent accepts an SOS call the call opens in the SOS
widget where agents can view the customers screen
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
You also need to allow the domains for your Service Cloud Real Time URLs to make sure your calls
arent blocked by your companys firewalls This ensures that all of your customers SOS calls make
it safely to your agents
From Setup enter Apps in the Quick Find box then select Apps
Click Edit next to the Salesforce console app that you want to add the OmniChannel and SOS
widgets to
USER PERMISSIONS
To customize a console app
Customize Application
In the Choose Console Components section add OmniChannel and SOS to your list of selected
items
In the Allowed Domains field add salesforcescrtcom to the list of allowed domains
Set Up SOS Video Chat and Screen Sharing
Create an SOS Deployment
Click Save
Create an SOS Deployment
Create an SOS deployment to integrate your SOS settings from Salesforce into your mobile
application
EDITIONS
When you create an SOS deployment your deployment is assigned a unique ID number Your
mobile developers use this deployment ID to integrate your SOS settings in Salesforce into SOS in
your mobile application
Available in Salesforce
Classic
From Setup enter SOS Deployments in the Quick Find box then select SOS
Deployments
Click New
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
Choose the settings for your deployment
Click Save
USER PERMISSIONS
Copy the SOS Deployment ID from the detail page and send it to your mobile developers
To integrate the SOS deployment with a mobile application mobile developers use the SOS
iOS SDK
To create SOS deployments
Customize Application
IN THIS SECTION
SOS Deployment Settings
SOS deployment settings control how your Salesforce SOS settings integrate into your mobile application
SOS Deployment Settings
SOS deployment settings control how your Salesforce SOS settings integrate into your mobile
application
EDITIONS
Apply settings when you create or edit an SOS deployment
Available in Salesforce
Classic
Setting
What It Does
SOS Deployment Name
Names the deployment
This deployment name or a version of it
automatically becomes the API Name
API Name
Sets the API name for the Chat deployment
Activate Deployment
Activates the deployment so customers can
request SOS calls when SOS is deployed in your
mobile application
VoiceOnly Mode
Disables video functionality and allows agents
and customers to communicate with audio only
SOS is available for an
additional cost in
Enterprise Performance
Unlimited and Developer
Editions
Set Up SOS Video Chat and Screen Sharing
SOS Deployment Settings
Setting
What It Does
Enable BackwardFacing Camera
Allows the customer to relay video from the customers
backwardfacing mobile camera to agents
Queue
Determines the queue that you want to route incoming SOS calls
to
Session Recording Enabled
Automatically records SOS sessions
Session Recording Storage Provider
Determines the data storage provider that stores your SOS session
recordings Available only if session recording is enabled
Session Recording Storage Provider API Key The ID of the access key thats associated with your Amazon S
storage account Available only if session recording is enabled
The ID of the access secret thats associated with your Amazon S
storage account Available only if session recording is enabled
Session Recording Storage Provider API
Secret
Session Recording Storage Provider Bucket The name of the Amazon S bucket where you want to store your
SOS session recordings Available only if session recording is
enabled
INDEX
D
S
deployment
settings
SOS
deployment
SOS deployment
settings
