Anywhere: Activation session summaries is an enhancement for customers who are using the Salesforce Service Cloud & Sales Cloud integration. The Fullstory app for Salesforce AppExchange is a paid add-on and functionality for session summaries requires Activation.
- The instructions provided below assume that the Fullstory app in Salesforce AppExchange has been previously installed.
- Salesforce: Needs permission to install apps from AppExchange and change admin settings for apps.
- Fullstory: Needs Admin or Architect role
- Fullstory: Each session summary consumes 1 Activation. Learn more.
Here are the steps for upgrading your Fullstory app and setting up Anywhere: Activation session summaries. The instructions below assume you are using the Salesforce Lightning experience.
Upgrading your Fullstory app in Salesforce AppExchange
- Log in to your Salesforce instance
- Reach out to your Fullstory account team to get the upgrade link for version 1.24 of the Fullstory app on AppExchange.
- Choose which users should be able to use the app.
- Click Upgrade, wait for the upgrade process to complete.
- Once complete, click Done.
Configuring Fullstory app settings
- Within the Salesforce Lightning experience, open the App Launcher in the top left and open Fullstory Settings.
- Under the API Settings tab, toggle AI-powered Session Summaries to be Active.
- Optionally, override the Custom Summary Profile to guide the LLM to provide a response that is specifically tailored to your environment.
- The Custom Summary Profile has a set of default prompt values, which includes
- prePrompt: “The following json encodes a user session as a sequence of page views and events, comprising the user's experience. Keep in mind the data is raw, and some values may not be relevant.”
- postPrompt: “Please summarize the user's experience.”
- To customize Custom Summary Profile, you can use the Create Profile API and supply the value of the
idfrom the response as the value for Custom Summary Profile. See below for an example of how to create a custom summary profile using the API.
- The Custom Summary Profile has a set of default prompt values, which includes
Create a custom summary profile using the API
The video below provides a brief walkthrough of how to use Postman
with the Create Profile API to override the
Custom Summary Profile being used to summarize
sessions. While the
Create Profile API
allows for many parameters to be fine-tuned, this example focuses
on the pre_prompt and post_prompt
variables.
In this example, the user is navigating to pages of various rental
cars, so we're going to ask the LLM in our
post_prompt to list the cars that were viewed during
the session.
Viewing session summaries within Salesforce
Once you enable AI-powered Session Summaries, your existing Fullstory widgets that you originally configured when you setup the Fullstory app in Salesforce will automatically convert to using session summaries.
Here's an example:
- When viewing the Fullstory session playlist within Salesforce, expand a session to view its summary:
- Click Open to view the original session with the Fullstory app. The user clicking the Open link must have a seat in Fullstory to view the original session.