Salesforce Solutions allows you to create articles to help answer common problems. By connecting your Solutions articles to SnapEngage you will be able to search these articles to quickly answer your customers questions from within the SnapEngage chat portal. To set everything up please follow these steps: Make sure that you have the Salesforce integration connected. You can check this by going to the “Integrations” tab in the admin dashboard where you should see this screen: Look for the green “Connected” message. If it’s present, proceed by clicking on “Knowledgebases” tab then click on the Salesforce icon. If you see a red “Not Connected” message please follow these steps. […]

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We are very happy to announce a major update to our SalesForce integration today! We have been compiling notebooks and sketchpads full of great feedback from our SalesForce users on how we could make things better. In the dark of night, in a secret laboratory, located on an island, with a volcano, guarded by sharks with lazerbeams on their heads…. our developers have been hard at work crafting some pretty impressive feature, let’s take a look. What’s New
  • Security tokens are no longer required, you will link SnapEngage and SalesForce once and be done
  • Your custom fields will populate automatically, no more manually creating hieroglyphic like field names
  • On the fly commands are completely configurable now, you have total control
  • Comments for cases can be public or private
  • One click to enable your Sandbox
Getting Started The very 1st thing you will want to do is migrate to the newest version of the integration by logging into your SnapEngage account and clicking over to the Integration Tab. […]

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Warning : The following post contains geek references and language, continue reading at your own risk! Today we’d like to announce a cool new capability for our Salesforce and Zendesk users. Operator Variable mapping! This feature allows you to enter information on the fly during a chat session and assign to a Ticket, Case, or Lead once you setup the mapping in your Integration settings. This may sound a lot like our On the Fly mapping for Salesforce, but now you can use any variable name you like taking dynamic chat variables to a whole new level! There are some really cool applications for this feature, an example: You’d like to track which of your products your website visitors are chatting with you about, so you create a Salesforce custom field “Product Name”. […]

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It is always good to keep things connected. The song, “The knee bone is connected to the leg bone, the leg bone is connected to the metatarsal bones…” sure helped me in medical school and showed me the importance of interconnectivity. (I know you are humming the song now) One way that is very important when using SnapEngage and an integration like SalesForce, Zendesk or desk.com is to make sure that the chat is connected to the proper agent. In the past we had a few work arounds that involved a couple extra steps for the admin including doing the hokey – pokey and turning themselves around. […]

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