1. Splashtop Business - Support
  2. Usage & Deployment
  3. Splashtop SOS

Salesforce Integration

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Support

Splashtop Enterprise is now integrated with Salesforce to enable your technicians to remotely support the end users' computers right from within Salesforce. The integrated app is available with different objects which are Case, Lead, Opportunity, Account and Contact.

Preparations

  1. Purchase or Trial the Splashtop Enterprise.
  2. Download and install these versions of Splashtop Business app (purple icon)
    - Windows app
    - Mac app
  3. Log in to the Splashtop Business app with your Splashtop account credentials
  4. Go to the Salesforce AppExchange, search for Splashtop then click Install.
  5. Follow the instruction to create an API key, insert it to the API Key field when installing.

Where is the API key field on Salesforce?

Under Salesforce / Splashtop Settings:

Snag_80929397.png

Setup

Case

  1. Go to Setup.
    Snag_6bb5bc19.png
  2. Search for Case, then Case Pages Layout / Case Layout.
    Snag_6bb5f0d5.png
  3. Find Mobile & Lightning Actions in the scrolled menu, then drag Splashtop to the Salesforce Mobile and Lightning Experience Actions.
    Snag_6bc63fe1.png
  4. Find Visualforce Pages in the scrolled menu, then drag Section to Case Detail to create a new section. 
    Section name: Splashtop
    Display Sections Header On: Check both Detail and Edit Page
    Layout: 1-column
    Snag_6bd91cad.png
  5. After the section created, drag STLeadSessionLog to the section.
    Snag_6bd94b7e.png
  6. Edit the added STCaseSessionLog to check show the scrollbars.
    Snag_70b81009.png
    Snag_70ad3606.png
  7. Done, you can start using Splashtop within your Case.

Lead

  1. Go to Setup.
    Snag_6bb5bc19.png
  2. Search for Lead then Pages Layout / Lead Layout.
    Snag_6bce6600.png
  3. Find Mobile & Lightning Actions in the scrolled menu, then drag Splashtop to the Salesforce Mobile and Lightning Experience Actions.
    Snag_6bd27ef3.png
  4. Find Visualforce Pages in the scrolled menu, then drag Section to Lead Detail to create a new section. 
    Section name: Splashtop
    Display Sections Header On: Check both Detail and Edit Page
    Layout: 1-column
    Snag_6bd2a0c4.png
  5. After the section created, drag STCaseSessionLog to the section.
    Snag_6bd305e6.png
  6. Edit the added STLeadSessionLog to check show the scrollbars.
    Snag_70b941c3.png
    Snag_70ad3606.png
  7. Done, you can start using Splashtop within your Lead.

Opportunity

  1. Go to Setup.
    Snag_6bb5bc19.png
  2. Search for Opportunity then Pages Layout / Opportunity Layout.
    Snag_6bdcfdf6.png
  3. Find Mobile & Lightning Actions in the scrolled menu, then drag Splashtop to the Salesforce Mobile and Lightning Experience Actions.
    Snag_6bdd2e0f.png
  4. Find Visualforce Pages in the scrolled menu, then drag Section to Lead Detail to create a new section. 
    Section name: Splashtop
    Display Sections Header On: Check both Detail and Edit Page
    Layout: 1-column
    Snag_6bdd4fd0.png
  5. After the section created, drag STOpportunitySessionLog to the section.
    Snag_6bdd7c1f.png
  6. Edit the added STOpportunitySessionLog to check show the scrollbars.
    Snag_70bb3805.png
    Snag_70ad3606.png
  7. Done, you can start using Splashtop within your Opportunity.

Account

  1. Go to Setup.
    Snag_6bb5bc19.png
  2. Search for Account then Pages Layout / Account Layout.
    Snag_70aa5767.png
  3. Find Mobile & Lightning Actions in the scrolled menu, then drag Splashtop to the Salesforce Mobile and Lightning Experience Actions.
    Snag_70aac2f2.png
  4. Find Visualforce Pages in the scrolled menu, then drag Section to Lead Detail to create a new section. 
    Section name: Splashtop
    Display Sections Header On: Check both Detail and Edit Page
    Layout: 1-column
    Snag_70aaf7ce.png
  5. After the section created, drag STAccountSessionLog to the section.
    Snag_70ab3dcf.png
  6. Edit the added STAccountSessionLog to check show the scrollbars.
    Snag_70ac01db.png
    Snag_70ad3606.png
  7. Done, you can start using Splashtop within your Account.

Contact

  1. Go to Setup.
    Snag_6bb5bc19.png
  2. Search for Contact then Pages Layout / Contact Layout.
    Snag_8066dc8d.png
  3. Find Mobile & Lightning Actions in the scrolled menu, then drag Splashtop to the Salesforce Mobile and Lightning Experience Actions.
    Snag_80660382.png
  4. Find Visualforce Pages in the scrolled menu, then drag Section to Lead Detail to create a new section. 
    Section name: Splashtop
    Display Sections Header On: Check both Detail and Edit Page
    Layout: 1-column
    Snag_8064d8be.png
  5. After the section created, drag STContactSessionLog to the section.
    Snag_80642c51.png
  6. Edit the added STContactSessionLog to check show the scrollbars.
    Snag_80626fad.png
    Snag_70ad3606.png
  7. Done, you can start using Splashtop within your Contact.

Start a session

Case

  • To start a remote session

  1. Go to the Case. Then under Feed / Splashtop tab, click Create an SOS download link.
    Snag_80720acb.png
  2. The Connect button becomes active and there is a "Copy link" icon as a way to send the download link to the end user.
    Snag_8074f6b8.png
  3. End-user clicks on the SOS download link in the ticket and run the SOS program
    Snag_27e822df.png
  4. Your agent on Salesforce, clicks on the Connect button to establish a remote connection.  Note: Must have the Splashtop Business app installed and logged in.

  • To retrieve session logs

    Go to Details, find Splashtop section you created above to click Get session logs button.
    Snag_80786f74.png

    Snag_8078b2c6.png

Lead

  • To start a remote session

  1. Go to the Lead, find Splashtop action.
    Snag_807b858d.png
  2. Click the Create an SOS download link.
    Snag_807e7811.png
  3. The Connect button becomes active and there is a "Copy link" icon as a way to send the download link to the end user.
    Snag_807f252a.png
  4. End-user clicks on the SOS download link in the ticket and run the SOS program
    Snag_27e7f47c.png
  5. Your agent on Salesforce, clicks on the Connect button to establish a remote connection.  Note: Must have the Splashtop Business app installed and logged in.

  • To retrieve session logs

    Go to Details, find Splashtop section you created above to click Get session logs button.Snag_8082c2e2.png

Opportunity

  1. Go to the Opportunity, find Splashtop action.
    Snag_8085780f.png
  2. Click the Create an SOS download link.
    Snag_807e7811.png
  3. The Connect button becomes active and there is a "Copy link" icon as a way to send the download link to the end user.
    Snag_807f252a.png
  4. End-user clicks on the SOS download link in the ticket and run the SOS program
    Snag_27e7cf02.png
  5. Your agent on Salesforce, clicks on the Connect button to establish a remote connection.  Note: Must have the Splashtop Business app installed and logged in.

  • To retrieve session logs

    Go to Details, find Splashtop section you created above to click Get session logs button.Snag_8082c2e2.png

Account

  1. Go to the Account, find Splashtop action.
    Snag_8088350d.png
  2. Click the Create an SOS download link.
    Snag_807e7811.png
  3. The Connect button becomes active and there is a "Copy link" icon as a way to send the download link to the end user.
    Snag_807f252a.png
  4. End-user clicks on the SOS download link in the ticket and run the SOS program
    Snag_27e7a6e8.png
  5. Your agent on Salesforce, clicks on the Connect button to establish a remote connection.  Note: Must have the Splashtop Business app installed and logged in.

  • To retrieve session logs

    Go to Details, find Splashtop section you created above to click Get session logs button.Snag_8082c2e2.png

Contact

  1. Go to the Contact, find Splashtop action.
    Snag_808904c0.png
  2. Click the Create an SOS download link.
    Snag_807e7811.png
  3. The Connect button becomes active and there is a "Copy link" icon as a way to send the download link to the end user.
    Snag_807f252a.png
  4. End-user clicks on the SOS download link in the ticket and run the SOS program
    Snag_27e7a6e8.png
  5. Your agent on Salesforce, clicks on the Connect button to establish a remote connection.  Note: Must have the Splashtop Business app installed and logged in.

  • To retrieve session logs

    Go to Details, find Splashtop section you created above to click Get session logs button.Snag_8082c2e2.png

Please contact our team if you have any questions.

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