The whole process of setting up SnapCall in Salesforce can be completed within minutes and can be mainly summarized in two main steps.
Create an account
You can create an account by clicking here.
You can sign up with any email you prefer as long as it was not already used. Google, Microsoft and SSO sign in are also supported.
New tab
Complete the onboarding
Once the account is created you will be guided through a few steps onboarding process.
There, add your name, your workspace name as well as the rest of the company details. The company website will be used recommend articles to clients when they upload a media via SnapCall.
When prompted to confirm your CRM, select Zendesk and add your subdomain to the URL. Once done, a new tab will open, where you will be able to authorize SnapCall to access your Zendesk workspace.
This is necessary for SnapCall to create or update tickets, as well as to access your Zendesk Messaging widget.
Request workspace upgrade
Once the workspace is created, check your account status by looking at the top left side of the screen. If it says 'Free', drop an email to support@snapcall.io to request the account upgrade or sponsorship. If you sign up with a ‘zendesk.com’ email domain, your workspace will be automatically sponsored.
To verify if the account is upgraded or not, check the logo on the top left side of the screen: if this is ‘Free’ then you cannot continue the configuration. If this is ‘Pro’, ‘Enterprise’ or ‘Partner’, please continue the configuration using the instructions below.
Add users to your workspace
The option to add users is available on the settings of your Workspace, which can be accessed from the menu on the top right of your screen.
When you add a user, you will be requested to add an email address and their role within. Snapcall will then send an email invitation to the designated address, so that the new user can create an account, add their name and the rest of their data if they would like to.
Install the SnapCall app from the Salesforce marketplace
Once logged in to Salesforce as an admin, head to the Salesforce marketplace and look for our app there. If you can't locate that or you're looking for some guidance to continue the installation process, you can follow this article.
Once the whole process is complete, here is what you will be able to do using the integration just installed.
Case creations (inbound cases)
You can connect your SnapCall workspace with Salesforce and configure a Public Page.This Public Page can be strategically placed on your website or disseminated via email to clients.
From there, customers can upload media (audio messages, video recordings, snapshots, and screen recordings), schedule or request a call, which will then create cases within Salesforce.
Outbound
An agent can create video calls directly within a case, or request client to upload a media. The media will be then connected to the case, so that each new update from SnapCall will be added within the same.
Play media from the Salesforce UI
Thanks to our SnapCall viewer which can be added to the Case Page layout, agents can view a shared media without the need of opening a new tab or download this offline on their device.
This gives your customers a convenient way to upload media and create cases, improving your overall customer support experience.