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Sos Administrators

Sos Administrators

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Set Up SOS Video Chat and

ScreenSharing
Salesforce Spring

salesforcedocs
Last updated February

Copyright salesforcecom inc All rights reserved Salesforce is a registered trademark of salesforcecom inc

as are other names and marks Other marks appearing herein may be trademarks of their respective owners

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 whitelist the URL

salesforceliveagentcom

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 whitelist the URL salesforceliveagentcom 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 Whitelist Domain field add salesforceliveagentcom to the list of whitelisted 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 Live Agent

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

presence statuses continued
access through profiles

D

deployment
settings
deployments

SOS

S

SOS

deployment
deployments
license
permission set
presence status
presence statuses
routing configurations

create

SOS deployment

settings

SOS widget

add widget to console

O

OmniChannel widget
add widget to console

P

permission set

SOS

presence status
create
presence statuses
access through permission sets

***