This document provides an introduction to Salesforce Service Cloud Snap-Ins for mobile apps. It discusses how mobility is important for customer service and introduces the Service Cloud. It describes some key Snap-Ins like Knowledge, Live Agent, Case Publisher and SOS. It demonstrates the SOS functionality and how to set up Service Cloud for SOS. It discusses how to build a demo iOS app using the mobile SDK and customizing SOS options. It provides references and takes questions at the end.

1. Introduction To Service Cloud Snap-Ins
SDK For Mobile
mohith@codescience.com, @msrivastav13
Mohith Shrivastava, Salesforce MVP and Technical Architect @Codescience

2. Mohith Shrivastava
Technical Architect
@CodeScience
Email:mohith@codescience.com
Twitter:@msrivastav13

3. Agenda
 Mobility For Customer Service
 Introduction To Salesforce Service Cloud
 Service Cloud Snap-ins For Mobile
 Demonstrate SOS Functionality For Mobile For Customer Service
 Service Cloud Set up For SOS
 References
 Q & A

4. Mobility For Customer Service
91% of smartphone
Users turn to their
phones for customer
support – As per
Forbes
90% of smartphone
Users turn to their
phones for Ideas
Companies providing
customer service via
Phones have happier
customers

5. Introduction To Salesforce Service Cloud
Lightning Service
Console
Put all the information
agents need at their
finger tips for a 360-
degree view of
customers.
Omni-channel Routing
Deliver smarter service
by automatically
matching cases to the
agent with the best skill
set to solve them.
Telephony Integration
Integrate with the most
popular CTI systems and
Log notes instantly when
customers call. Plus,
manage calls from within
the console without
touching the phone

6. Service Cloud Snap-ins For Mobile
Knowledge Articles
Wire Your iOS or android app to
Salesforce knowledge
Live Agent
Provide a chat button on your
application to establish live chat
sessions between your customers
and your agents.
Case Publisher
Provide ability to create cases from
your mobile application
SOS
Live video chat and screen
sharing can be established
between customer support and
your agents
Lightweight SDK For IOS and Android

7. Demo
SOS Functionality

8. There is an AppExchange
named Install SOS Quick
Setup & Dashboard for
Quick Set up of SOS
configurations
https://login.salesforce.co
m/packaging/installPackag
e.apexp?p0=04tB00000002
rSm
Service Cloud Set Up For SOS
Omni Channel Enablement
 Create Service Channels
 Create Routing Configuration
 Associate Routing Configuration and Agent With Queues
 Create Presence Configurations (Workload and Behaviors )
SOS Enablement
 Assign SOS license to Agents
 Enable the SOS license
 Enable SOS presence Status
 SOS Routing Configuration
 Create SOS queue and SOS Deployment

9. There is an AppExchange
named Install SOS Quick
Setup & Dashboard for
Quick Set up of SOS
configurations
https://login.salesforce.com/p
ackaging/installPackage.apex
p?p0=04tB00000002rSm
Service Cloud Set Up For SOS
Automatic SOS Popup
With auto case pop, Service Cloud automatically
creates a case when a new SOS session starts.
Creating a case at the start of a session requires a
trigger, a Visualforce page, and changes to the SOS
session page layout's Enablement
Record SOS Sessions
Out of box you can use amazon S3 to store recorded
sessions

10. How did we build this demo IOS application?

11. Tools and Technology Used For Mobile Application
 Xcode 9 and Xcode IDE
 Swift 3
 Service Cloud Snap-ins SDK For Mobile
 Xcode Inbuilt Simulator

12. SDK Installation
Using CocoaPods
Command line and automatically creates dependencies
Manual
Download the zip files from Snap-Ins Developer Site
(https://developer.salesforce.com/page/SnapinsMobile)

13. SDK Manual Installation

14. SOS Quick Setup
Import SDK
• Import ServiceCore
• Import ServiceSOS
Configure SOS Option and Start Session

15. Code Deep Dive

16. SOS Customization Options
 You can configure options like retry , camera settings , network test and
network log options using settings
 Customize the appearance with the configuration object. You can configure
the colors, fonts, and images to your interface with
an SCAppearanceConfiguration instance
 Two Way Video Chat Settings
 Use Communities and Salesforce SDK combination to provide
authenticated experience

17. SOS Customization Options

18. SOS Customization Options

19. Q & A

20. References
Salesforce Developer Page For Snap ins Mobile SDK
Trailhead Module
Github Repository For Sample App
Google Community For Help

21. To download the deck:
http://tiny.cc/df5