Salesforce Service Cloud & Sales Cloud

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.

Please note that this integration is not for enabling capture of user activity within Salesforce itself, but for linking users in Fullstory with their corresponding records in Salesforce. 

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.

Installing the Fullstory App in Salesforce

1. To download the AppExchange packages, navigate here
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. 

Setting up the Fullstory Integration

Steps to configure the Fullstory integration will vary, depending on whether you are using Salesforce Classic or Lightning Experience. 

Salesforce Classic Setup

Salesforce Lightning Setup

Integrating your Salesforce User Properties to Fullstory

The Salesforce User Properties integration allows you to keep your user data in sync with Fullstory by mapping specific user fields from Salesforce into Fullstory as custom user properties.

Please note that Mapping Settings supports sending values from Salesforce to Fullstory, but not from Fullstory to Salesforce.

Step 1. Choose your base objects

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.

Then, specify the uid field (unique user ID). This is a unique identifier and must match the value provided when identifying users using the Identify Users API. Optionally, you may also set the displayName and email values in Fullstory based on the individual's Salesforce record.

Step 2. 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. 

Step 3. Save and Activate 

Once saved, you can activate the mapping by clicking ‘Activate’, which triggers a nightly batch process to turn on at midnight in the timezone of the user activating. Within Salesforce, the new user fields and custom fields being mapped to Fullstory are applied to the Salesforce user profiles.

Step 4. View the mapped user properties in Fullstory

Once the mappings are active, the user fields will be visible in a users’ card 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.