Salesforce Service Cloud & Sales Cloud

NOTE: You must be sending email addresses into FullStory using the 'email' attribute and FS.identify or FS.setUserVars for this integration to work properly.

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.

Why FullStory and Salesforce?

Session replay for Service Cloud

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.

Session replay for Sales Cloud

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.

First, Install the FullStory App in Salesforce

NOTE: Only Salesforce administrators and users with the “Download AppExchange packages” permission can install AppExchange apps.

  1. Find the FullStory listing in the Salesforce AppExchange 
  2. Click on Get It Now and follow the Salesforce installation steps
  3. Once the SF administrator has completed the installation steps to configure the proper profiles and security for your SF account, they can move on to the following steps. 

Next, Setting up the FullStory Integration

Salesforce Classic UI

Make sure you have the appropriate permissions to edit page layouts in Salesforce Classic.

1. Provide the API key

You'll need to set your FullStory API key in Salesforce so that the widget can fetch the user sessions from the appropriate FullStory account.

  1. Login to FullStory and copy your API key from Settings.
  2. From the homepage of the Salesforce Classic UI, select the FullStory Settings tab. If you're unable to see them in the homepage, click on the + icon and look for FullStory Settings.
  3. In the FullStory Settings page, paste your API key in the text field and hit Save Now.

2. Add the Visualforce Page for FullStory

  1. From the Salesforce homepage, go to either of the following pages: Contacts, Leads or Cases. Then, select a contact, lead or a case.
  2. Then, click on Edit Layout on the top right part of the panel. The example followed here is of a contact. The process is similar for the other options.
  3. Next, in the Contact Layout panel, select Visualforce Pages. You should see a Visualforce page called FullStory Sessions. Click and drag on FullStory Sessions into your contact page as shown and hit Save.
  4. Once all of that is set up, you should see the FullStory sessions for a user (with an email address in their profile) in the page that you've configured. You can then click on one of the session links to watch them in FullStory.

Salesforce Lightning UI

1. Create a Custom Domain

A custom domain in Salesforce (called "My Domain") is required before you can use Lightning Components in Lightning pages. If you don't already have a custom domain set up (If you do have custom domain set up, skip to step 2. below), follow these steps:

  1. Click on the gear icon at the top right of your Salesforce Lightning page. 
  2. Click on Setup from the dropdown. A new tab will open. 
  3. Navigate to Settings > Company Settings on the left hand side nav bar and click on My Domain.
  4. Here, you’ll be able to see if you’ve set up a custom domain. If you haven’t please go through the instructions provided on that page to create a custom domain
  5. Once successfully set up, you'll see this success image.

2. Provide the API Key

Once you’ve set up “My Domain”, you'll need to provide your FullStory API key for the Salesforce integration. 

  1. Login to FullStory and copy your API key from Settings.
  2. In Salesforce Lightning UI, click on the app launcher and navigate to All Items > FullStory Settings.
  3. Paste your FullStory API key and click Save Now.

3. Add the FullStory Lightning Component to your Page(s)

The FullStory widget can be added to any of the following pages: Contacts, Leads, and Cases. 

  1. Once in your preferred page (Contacts, Leads or Cases), click on the settings gear and select Edit Page. 
  2. The Lightning Components sidebar will appear. Drag and drop the “FullStory Sessions” component into your page.

  3. Click on “Save” 

Now, whenever you have a contact, lead or case that matches the email address, you will have a list of sessions for that user. Simply click on the session link to be taken into FullStory to watch the session.

Can’t find what you’re looking for?

The FullStory team awaits your every question.

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