ScreenStepsSalesforce and ScreenSteps OverviewAdd Contextual Help and Search in Salesforce

Add Contextual Help and Search in Salesforce

You can have your help articles and onboarding guides show up automatically in the appropriate Salesforce tabs, as well as enable your users to search your ScreenSteps knowledge base from right within Salesforce.

Follow these steps to get started.

1. Configure ScreenSteps for Salesforce

After you have created a ScreenSteps account, you will configure it to connect to your Salesforce instance.

1.1. Installing ScreenSteps for Salesforce

To begin installation the ScreenSteps Live for Salesforce application please visit the App Exchange:

https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B50kpEAB

Get It Now

Click on the Get It Now button. You can then choose to install in production or sandbox.

Confirm and install

Confirm and install

Click Continue

Click Continue

A screen similar to this should appear after you login. The only real difference you may see is the version name/number and the description.

Click Continue.

Click Next

Choose Security Level

Choose Security Level

Use the default security settings (admin only\P and click Next.

Install

Install

Click the Install button.

Success!

Success!

After a few moments you should see a screen similar to this. At this point the installation is complete and you can move on to configuration.

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1.2. Tell Salesforce to allow access to ScreenSteps

Salesforce requires that you give permission to communicate with the other services. Learn how to configure Salesforce to allow access to the ScreenSteps server.

Go To Setup

Go To Setup

Go To Security Controls > Remote Site Settings

Go To Security Controls > Remote Site Settings

Add a New Remote Site

Add a New Remote Site

Click on the New Remote Site button.

Configure the Remote Site

Configure the Remote Site

Enter a name and URL for the remote site. The remote site URL will be in the format:

https://your-subdomain.screenstepslive.com

Click Save once you are done.

The Result

The Result
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1.3. Configuring ScreenSteps for Salesforce

After installing the ScreenSteps for Salesforce application you need to configure your ScreenSteps settings.

Load ScreenSteps for Salesforce

Load ScreenSteps for Salesforce

You will be presented with a simple form where you can enter your ScreenSteps URL, credentials, the name of the site you want to access from within Salesforce, and the duration that ScreenSteps content should be cached.

In addition, you will see a Clear Cache button here. If you ever want to force the ScreenSteps cache to be refreshed then click this button.

Enter Information and Save

Enter Information and Save
  1. Your URL will be in the format:

    https://your-subdomain.screenstepslive.com

    Make sure you enter the same url here as you did when configuring the Remote Site.
  2. For the user name and password we recommend using an API-Access user. Any user with access to the space will do, however.

    IMPORTANT: If the site you enter is protected then make sure that the user you enter has viewing rights.
  3. Copy and paste the site ID (it will be a number) or the permalink of your ScreenSteps site that you want to access from within Salesforce. Follow these instructions to locate the site ID or your site's permalink, When you are done, click Save.
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2. Set Permissions

2.1. Setting Permissions for "ScreenSteps Home" and "ScreenSteps Visualforce Home" Visualforce Pages

In order for non-admin users to use the ScreenSteps for Salesforce application you will need to assign the proper permissions to the ScreenSteps Home and ScreenSteps Visualforce Page.

These instructions will show you what to do for the ScreenSteps Visualforce Page page. Repeat the same steps for the ScreenSteps Home page.

Navigate to Setup

Navigate to Setup

Navigate to App Setup > Develop > Visualforce Pages

Navigate to App Setup > Develop > Visualforce Pages

Click on Security Link for "ScreenSteps Visualforce Home" Visualforce Page

Click on Security Link for "ScreenSteps Visualforce Home" Visualforce Page

Add User profiles

  1. Add all of the user profiles that wil need access to the ScreenSteps integration in Salesforce. The example below adds the Standard Platform User profile to the Enabled Profiles column.
  2. When you are done click Save.

Note that the profiles you need to add may be different depending on how your organization is set up.

Add User profiles

Repeat steps for the "ScreenSteps Home" Visualforce Page

Now repeat these steps for the ScreenSteps Home page.

Repeat steps for the "ScreenSteps Home" Visualforce Page
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2.2. Setting permissions on the ScreenStepsLiveCache Apex class

In order for the caching mechanism for ScreenSteps to work you must modify the permissions on the ScreenStepsLiveCache Apex class included with ScreenSteps for Salesforce.

Load the Apex Classes page

Load the Apex Classes page

Edit Security settings for ScreenStepsLiveCache

Click on the ScreenStepsLiveCache Apex class.

Edit Security settings for ScreenStepsLiveCache

Click on the Security button.

Add User profiles

  1. Add all of the user profiles that wil need access to the ScreenSteps integration in Salesforce. The example below adds the Standard Platform User profile to the Enabled Profiles column.
  2. Click Save.

Note that the profiles you need to add may be different depending on how your organization is set up.

Add User profiles
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3. Create Salesforce homepage component

This will create a search field to the sidebar of your Salesforce page.

3.1. Installing the Visualforce page Home Page Component

From the Setup area of your Salesforce account, navigate to the Home Page Components area.

Click on the App Setup > Home > Home Page Components link

Create a new component

Create a new component

Create a Visualforce Area component

Create a Visualforce Area component

Configure the component

  1. The component goes in the Narrow (Left) column.
  2. The Visualforce Page is named ScreenSteps Visualforce Home.
  3. A good height is 350 pixels. You can experiment with what works for you.
Configure the component
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3.2. Adding the Home Page Component to your sidebar

Learn how to add the home page component to the sidebar for most all of your Salesforce tabs.

Navigate to App Setup > Customize > Home > Home Page Layouts

3.2.2. Edit the Home Page Layout

Edit the Home Page Layout

You will now edit the home page layout(s) that you want the home page component to show up on.

Click the Edit button to start editing.

3.2.3. Enable the ScreenSteps Live Home Page Component

Enable the ScreenSteps Live Home Page Component

Check the box for the ScreenSteps component so that it shows up in your home page layout. The name of the component may differ from this screenshot depending on the name you used when creating the component.

Click Next.

3.2.4. Reorder Component

Reorder Component

On this screen you can specify where the component should appear on the left. I have put it at the top of all other components on the page.

Click Save when you are done.

3.2.5. Test

Test

Click on the Home tab.

You should see the ScreenSteps Live component appear along the left.

3.2.6. Add the Component to Other Tabs

Add the Component to Other Tabs

To have the component show up on most all of your Salesforce tabs navigate to App Setup > Customize > User Interface.

3.2.7. Check Show Custom Sidebar Components on All Pages

Check Show Custom Sidebar Components on All Pages

Check the box and click Save.

3.2.8. Test

Test

Click on the Leads tab in your navigation.

The ScreenSteps component should appear in the left column.

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4. Using Contextual help

You can take advantage of contextual help by specifying tags in ScreenSteps. If you want an article related to campaigns to show up in the sidebar of the Campaigns object automatically, you can add a tag.

4.1. Changing the ScreenSteps tag used for each Salesforce tab

The ScreenSteps Live component  uses lesson tags to determine which lessons to display on which Salesforce page. Learn how to configure the tags used for each page.

Important: Remember that as you add tags to articles in ScreenSteps that you need to refresh the cache if you want to see the articles appear in Salesforce right away.

Navigate to Setup

Navigate to Setup

Navigate to App Setup > Develop > Custom Settings

Navigate to App Setup > Develop > Custom Settings

Manage the ScreenSteps Live Tags Custom Settings

Manage the ScreenSteps Live Tags Custom Settings

Edit the Settings

Edit the Settings

Enter Tags

Enter Tags

On the left you will find the name of the Salesforce tab. On the right you enter the name of the ScreenSteps Live tag that will be used to retrieve lessons from ScreenSteps Live for that tab. Currently you can only enter one tag name.

After you finish entering the tag names click Save.

Test

Test

If you have lessons in ScreenSteps Live that are tagged with the tag that is associated with the Salesforce tab you are on then those lessons will appear in the left column.

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4.2. Adding a tag for a custom tab or Visualforce page

You can configure ScreenSteps for Salesforce to display certain articles when viewing a custom tab.

Important: Remember that as you add tags to articles in ScreenSteps that you need to refresh the cache if you want to see the articles appear in Salesforce right away.

4.2.1. Determine Custom Tab Unique ID

A custom tab has a unique identifier that the ScreenSteps for Salesforce application will reference when determining which tagged articles to display. Locating the unique id will be different for Custom Object tabs, Visualforce tabs/pages and Web tabs.

4.2.1.1. Determine Custom Tab Unique ID for Visualforce Tabs/Pages

Determine Custom Tab Unique ID for Visualforce Tabs/Pages

For a Visualforce tabs/pages load the custom tab in your browser and copy the name of the tab. This will be the value that appears after /apex/ and before the ? character. For example, if the url to your custom tab is:

https://c.na8.visual.force.com/apex/Start_Here?sfdc.tabName=01rC0000000Ybz6

then you could copy Start_Here to the clipboard.

4.2.1.2. Determine Custom Tab Unique ID for Custom Object Tabs

Determine Custom Tab Unique ID for Custom Object Tabs

To locate the unique id for a Custom Object tab load the custom tab in your browser and copy the root folder from the URL. For example, if the url to your custom tab is:

https://na8.salesforce.com/a02/o

then you could copy a02 to the clipboard.

4.2.1.3. Determine Custom Tab Unique ID for Web Tabs

Determine Custom Tab Unique ID for Web Tabs

To locate the unique id for a Web tab load the custom tab in your browser and copy the value of lid from the URL. For example, if the url to your custom tab is:

https://na8.salesforce.com/servlet/servlet.Integration?lid=01rC0000000Ydo5&ic=1

then you could copy 01rC0000000Ydo5 to the clipboard.

4.2.2. Navigate to Setup

Navigate to Setup

4.2.3. Navigate to App Setup > Develop > Custom Settings

Navigate to App Setup > Develop > Custom Settings

4.2.4. Edit ScreenSteps Tags

Edit ScreenSteps Tags

When the ScreenSteps for Salesforce application was installed, it created a custom setting named ScreenSteps Tags. This custom setting has a number of predefined fields. To support custom tabs, you can add a field to the custom setting.

Click on ScreenSteps Tags in the Label column.

4.2.5. Create New Field

Create New Field

Click on New to create a new field.

4.2.6. Define the Type

Define the Type

The Data Type for the field should be Text.

Click Next.

4.2.7. Set Field Properties

Set Field Properties

1) Give the field a nice descriptive name.

2) Set the length to 255.

3) The field name is "ct_" followed by the unique id of the tab or page. Using the unique id of the Visualforce page at the beginning of this article, the field name would be: ct_Start_Here.

4.2.7.1.

4) Set the default value to "".

5) Click Next.

4.2.8. Click Save

Click Save

4.2.9. The Result

The Result

The new field will appear in the list of custom setting fields. You can now specify a tag for the custom tab like you would for the predefined fields by following these directions.

4.2.10. Dealing with special cases

Salesforce will sometimes use the same letter/number combinations as ids for Visualforce pages. The only difference will be the capitalization of a letter in one of the IDs. Since custom settings in Salesforce are not case-sensitive, you need to use a slightly different approach to enter tags for these types of IDs.

  1. Create a new field but create a Text Area type rather than a Text field. This will allow you to enter multi-line text when editing the tag.
  2. Use the same naming conventions as you normally would.
  3. When you go to edit the tag, enter each object id/tag combination on a line. For example:

    object_id=tag
    object_ID=tag2

With this approach, the ScreenSteps for Salesforce connector will find the right ID using a case-sensitive search.

Here is an example that shows how to add tags for both ae3 and aE3.

Dealing with special cases
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4.3. Customizing tags based on user profile

Because ScreenSteps Live for Salesforce stores the tags to use for each tab in a hierarchal custom setting, you can customize the tags that are used based on user or profile.

Navigate to Setup

Navigate to Setup

Navigate to App Setup > Develop > Custom Settings

Navigate to App Setup > Develop > Custom Settings

Manage ScreenSteps Live Tags

Manage ScreenSteps Live Tags

Click on the Manage link next to ScreenSteps Live Tags.

Create a New Set of Data

Create a New Set of Data

On this screen you will already have a set of data for the Default Organization Level (1). Click New to create a new set of data for a user or profile (2).

Assign the User or Profile

Assign the User or Profile

From the Location menu, select Profile or User (1). Use the Magnifying glass (2) to locate the user or profile you want to create the new data set for.

Assign Tags

Assign Tags

Now fill in the tags to use for this use/profile for each tab in Salesforce. If you leave a field empty then the default organization level data will be used.

Click Save when you are done.

The Result

The Result

The list of tags will be saved.

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1 Comments

Gorav Seth

Would be great if we could enable federated search so screensteps articles would be displayed in search results for salesforce global search!

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