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 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.
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.
NOTE: Only Salesforce administrators and users with the “Download AppExchange packages” permission can install AppExchange apps.
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:
Once you’ve set up “My Domain”, you'll need to provide your FullStory API key for the Salesforce integration.
The FullStory Salesforce on any of the following pages: Contacts, Leads, and Cases.
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.
The FullStory team awaits your every question.Contact Us