Salesforce Service Cloud & Sales Cloud

Available for the following Plan types:

Fullstory Enterprise

Fullstory Advanced

Fullstory Business

Fullstory for Mobile Apps

Fullstory Free

Available to the following User roles:

Admin

Architect

Standard


Salesforce Service Cloud and Sales Cloud enable you to automate service processes and streamline workflows. With the Fullstory app from AppExchange, support agents and sales representatives have one-click instant access to the customer's session replay history, empowering them to provide better service and see how their product is (and is not) being used.

Salesforce Fullstory App - Lead Page

Installing the Fullstory app from AppExchange adds support for the following:

  • Fullstory widget for listing latest Fullstory sessions on Contacts, Leads, or Cases, plus additional objects can be configured
  • Support for both Salesforce Classic and Salesforce Lightning interfaces
  • Syncing customer data from Salesforce back to Fullstory
  • Coming Soon: AI-powered user session summaries for real-time context without ever leaving Salesforce. Available with Fullstory Anywhere: Activation add-on.

This article will guide Salesforce administrators on how to set up the Fullstory app on their Salesforce instances, covering the following topics:

Installing the Fullstory App from Salesforce AppExchange

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

Fullstory app in AppExchange
  1. Navigate to the Fullstory app in AppExchange.
  2. Click Get It Now and follow the Salesforce installation steps.

Once the Salesforce administrator has completed the installation steps to configure the proper profiles and security for your Salesforce account, they can move on to the following steps. 

Setting up the Fullstory app within Salesforce

Now that the Fullstory app has been installed, the next step is configuring how the Fullstory widget will appear on Contacts, Leads, or Cases. You have the option to configure the Fullstory widget for Salesforce Lightning, Salesforce Classic, or both interfaces.

Note: The Salesforce user setting up the Fullstory integration will need to be set up as an Admin or Architect user within Fullstory. The user must set up and activate their Admin or Architect Fullstory account before configuring the Fullstory application within Salesforce.

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 create a new API key from Settings. You'll need to create an "Admin" key.
  2. Navigate to the Fullstory Settings page within Salesforce:
    • Salesforce Lightning UI: Click on the App Launcher and navigate to All Items > Fullstory Settings.
    • Salesforce Classic UI: Select the Fullstory Settings tab from the top menu. If you don't see the Fullstory Settings tab, click the plus (+) icon in the top menu and look for Fullstory Settings.
  3. In the API Settings tab: 
     
    • API Key: Paste your Fullstory API key in the text field and click Save API Key.
    • Sessions Per Record: Set the number of Fullstory sessions shown for each record. Please note, the more sessions you opt to show, the taller the Fullstory component will be.
    • Batch Size: Set the batch size of user property updates sent to Fullstory.
  4. In the List Session Settings tab:



    Configure the set of objects for which Fullstory sessions can be fetched and displayed, as well as how sessions will be fetched.

    The Fullstory app comes with configuration for the Case, Contact, and Lead objects. 

    To add support for another object:
    1. Click Add Object.
    2. In the Objects column, select the object for which you want to install the widget. In the example above, you will see we have added the Contact Point Email object. Note that only objects containing an Email or External ID type field will appear in the Objects dropdown.
    3. In the Fields column, select the field whose values Fullstory should use for filtering sessions. You can use either an Email field or an External ID field that contains the Fullstory user ID (this user ID must be the same uid value that is passed into the Fullstory via the FS.setIdentity browser API call).
    4. When you have made the appropriate selections, click Save Objects.

Salesforce Lightning UI: Configuring the Fullstory Widget

Prerequisite: Salesforce My Domain

To use our Lightning components, your Salesforce organization must have a "My Domain" configured.

A My Domain is a standard, required feature in all modern Salesforce orgs and was automatically enabled by Salesforce as part of the Enhanced Domains update. You can verify your My Domain settings by navigating to Setup > Company Settings > My Domain.

For more information, please see the official Salesforce documentation on Enhanced Domains.

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. Navigate to the object you wish to edit (Contacts, Leads or Cases).
  2. Click on the settings gear and click Edit Page.

    Salesforce Fullstory App - Setup Edit Page 355px
  3. The Lightning Components sidebar will appear.
  4. Under Components on the left side of the page, search for "Fullstory".
  5. Drag and drop the Fullstory: Record Use Only component into your page. Ignore the components named "Do Not Use".

    Salesforce Fullstory App - Setup Component 266px
  6. Click Save. 

Now, whenever you have a record with matching Email or External ID (whichever was configured), you will have a list of sessions for that user. Click the session link to be taken into Fullstory to watch the session. Please note, you must have a seat in Fullstory to view session links. 

Salesforce Fullstory App - Lead Page

Salesforce Classic UI: Configuring the Fullstory Widget

Add the Visualforce Page to Layouts

The Fullstory app includes a Visualforce page for Contact, Lead, and Case objects. See below for guidance on creating additional Visualforce pages for other objects.

  1. Click Edit Layout from within the object for which you’d like to see Fullstory sessions.

    Salesforce Fullstory App - Contact Page Classic
  2. In the layout panel, select Visualforce Pages at the bottom of the leftside menu. If you’re trying to add the widget to one of Contact, Case or Lead, you should be able to see a Visualforce page called “Fullstory Sessions”. If not, you should see the Visualforce page created by following the instructions for creating additional Visualforce pages for other objects. 

    Salesforce Fullstory App - Visualforce Pages List
     
  3. Drag and drop the relevant Fullstory Visualforce Page onto your layout and click Save.
  4. You should now see Fullstory sessions in the configured page. You can click on one of the session links to watch the session in Fullstory. Please note, you must have a seat in Fullstory to view session links. 

    new_widget_look.png

Creating additional Visualforce pages for other objects

If you want to see Fullstory sessions on any other objects, you will need to create a Visualforce page first.

  1. Within the Salesforce Classic UI, click Setup at the top of the page and search for Visualforce Pages with the help of the Quick Find box.

     direct_1556228663691-1556228663691.png
  2. Click on Visualforce Pages.
  3. Click the New button at the top of the table to create a new Visualforce Page.
  4. Enter the required fields (label, name, etc.) 
  5. Paste the following code in the Visualforce Markup box: 
     
    <apex:page standardController="OBJECT_NAME" extensions="fullstory.FS_SessionsCtrl">
    
    <apex:includeLightning />
       <div id="lightning"></div>
    
       <script>
       var recordID = "{!$CurrentPage.parameters.id}";
       $Lightning.use("fullstory:FS_Sessions", function() {
          $Lightning.createComponent("fullstory:FullStorySessions",
                 {"recordId":recordID},
                 "lightning",
                 function(cmp, status, error){
                  });
            });
       </script>
    </apex:page>
  6. Replace OBJECT_NAME with the API name of the object that you’re installing this on.

    For example:

    direct_1556293268574-image4.png
  7. Click the Save button.

Syncing Salesforce user data to Fullstory

This process one-way syncs Salesforce user field data to custom user properties in Fullstory. Please note that data does not flow back from Fullstory to Salesforce.

Salesforce Fullstory App - Both Apps Sync

Follow the steps below to begin one-way syncing Salesforce data to Fullstory.

Please be aware of time delays when creating new data properties:

  • Newly created fields in Salesforce can take up to 15 minutes before they're available to be added to existing object layout pages.
  • Newly created user properties in Fullstory can take up to 15 minutes before they show up as User Properties within Fullstory.
  • User property syncing happens at 12:00 AM each night in the timezone of the Salesforce user activating the sync. For those who wish to trigger a one-time sync during setup, see manually triggering the one-way sync from Salesforce to Fullstory below.
  1. Before you begin, ensure that you have an External ID field in Salesforce that matches the User Id you see when viewing a user within Fullstory. This User ID is set by passing in a uid value when calling the FS.setIdentity browser API method.

    Here's an example of a Salesforce field called CustomerID—which is set up as an External ID—mapped correctly to a Fullstory User Id, both with the value 4745:

    Salesforce Fullstory App - Both Apps Sync - User ID
  2. Navigate to the Fullstory Settings page within Salesforce:
    1. Salesforce Lightning UI: Click on the App Launcher and navigate to All Items > Fullstory Settings.
    2. Salesforce Classic UI: Select the Fullstory Settings tab from the top menu. If you don't see the Fullstory Settings tab, click the plus (+) icon in the top menu and look for Fullstory Settings.
  3. Click the Mapping Settings tab within Fullstory Settings.
  4. Choose a Base Object. This will be used to match to a User record in Fullstory. You can select from standard objects (Account, Contact, or Lead) or custom Salesforce objects that your organization has defined.

  5. Map the recommended fields:

    • uid (required): This is the unique identifier that maps Salesforce and Fullstory users. See Step 1 above for additional guidance.
    • displayName and email (optional): Setting these fields will override what you see in Fullstory with data from Salesforce.

    Salesforce Fullstory App - Base Object Mapping

  6. Map custom fields:

    You have the option to define custom fields which will map to Fullstory as additional user properties. Examples of this could be a user's Title, Department, or related objects such as Account Names or Account Industry. 

    Salesforce Fullstory App - Base Object Mapping Additional Fields
  7. Click Save to save your configuration.
  8. Once save, click Activate to activate the mapping, which triggers a nightly batch process that runs at midnight in the timezone of the user activating.

Viewing mapped user properties in Fullstory

Note: The one-way sync process from Salesforce to Fullstory only runs once per day. To immediately trigger the sync, see Manually triggering the one-way sync from Salesforce to Fullstory below.

Please also note that new properties created from the one-way sync can take up to 15 minutes to appear in Fullstory after the sync runs.

Once the mappings are active, the user fields will be visible in a user’s profile in Fullstory. As any mapped user fields change in Salesforce over time, such as the Industry, Department or Title, those new values will be sent to Fullstory after they are processed through the nightly batch.

Salesforce Fullstory App - User Card Synced

Synced properties will also be visible on the Data Management > Properties page:

Salesforce Fullstory App - Fullstory Properties

Manually triggering the one-way sync from Salesforce to Fullstory

The batch update process that's responsible for the one-way sync of Salesforce user properties to Fullstory will run nightly at 12:00 AM in the timezone of the user who set up the mappings.

In order to push the updates immediately—for testing purposes, for example—a Salesforce user with Developer Console permissions may perform the following steps to push updated field values to Fullstory.

  1. Ensure you're using the Salesforce Lightning UI.
  2. From the settings gear menu in the top right, click Developer Console. This will open a browser pop-up window:

    Salesforce Fullstory App - Developer Console
  3. From the top menu of the Developer Console, select Debug > Open Execute Anonymous Window. This will open up a pop-up window within the current browser window.
  4. Paste the following code into the window:
    fullstory.FS_MappingBatch.run();
  5. Click the Execute button.

    Salesforce Fullstory App - Developer Console Execute
  6. Wait for the batch update to complete. You can monitor the progress of the update by looking for Batch Apex operations in the Developer Console logs:

    Salesforce Fullstory App - Developer Console Logs
  7. See steps above for viewing mapped user properties in Fullstory and note that it can take up to 15 minutes for synced user properties to appear in Fullstory.

FAQ

Can the Fullstory app for Salesforce capture the user activity within Salesforce itself?

The Fullstory app for Salesforce is not for enabling capture of user activity within Salesforce itself, but for linking users in Fullstory with their corresponding records in Salesforce.

Customers interested in better understanding internal employee activity in Salesforce should explore Workforce, which does have the capability of capturing Salesforce user activity.

For customers with Salesforce Experience Cloud, session replay is available by adding Fullstory. See this article to learn more.

What data center regions are supported by the Fullstory app for Salesforce?

The Fullstory app for Salesforce currently only supports customers with data residency in the NA1 data center. For Fullstory customers with data residency in the EU1 data center, please contact us to let us know you're interested in the Fullstory app for your Salesforce instance.

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