NOTE: In order for this integration to work, Salesforce must have sufficient information to look up related sessions in FullStory. This means you must be calling either the FS.identify or FS.setUserVars functions to provide FullStory the minimal lookup information.
If you wish to retrieve sessions via email addresses, include them as the 'email' user var in the FS.identify or FS.setUserVars call. Some organizations may wish to protect their users' privacy and not send email addresses into FullStory. In this case, sessions can also be retrieved with values of the 'uid' parameter of the FS.identify function.
Salesforce Service Cloud and Salesforce Sales Cloud are built on the Salesforce Customer Success Platform, enabling you to automate service processes and streamline workflows.
Installing the FullStory app from AppExchange will allow you to use the FullStory widget in Salesforce Sales Cloud and Salesforce Service Cloud. The integration is available for both Salesforce Classic and Salesforce Lightning, and can be used on any of the following pages: Contacts, Leads, or Cases.
Never ask for a screenshot again. Support agents using Service Cloud now have instant, one-click access to the customer's full session replay history, directly from the Case page or Contact. With a crystal clear view into how the customer is using the product and where they discovered they needed help, you can close tickets in fewer touches while lessening the support burden on the customer.
Understand exactly how your product is (and is not) being used. Sales representatives can access session replays from an opportunity's Contact or Lead page. DVR-like playback shows your reps which features a prospect has interacted with, how engaged they are with the product, and what kinds of questions they might have.
In short, no. With this type of integration, API calls are actually sent to FullStory. The calls are made only when the page is loaded, so it’s a function of how often you look at the objects to which you’ve added it.
NOTE: Only Salesforce administrators and users with the “Download AppExchange packages” permission can install AppExchange apps.
Steps to configure the FullStory integration will vary, depending on whether you are using Salesforce Classic or Lightning Experience.
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