Set up Vidyard for Service Cloud

Vidyard for Service Cloud is the all-in-one video support solution for your customer experience team. Designed to be simple and powerful, Vidyard for Service Cloud uses the power of video to help your customers resolve issues on their own while dramatically reducing ticket queues, issue resolution times and related costs--all while providing a personalized touch.

• Part 1: Review setup requirements in Salesforce
• Part 2: Review technical prerequisites in Salesforce
• Part 3: Install the Vidyard for Service Cloud app and configure the page layout
• Part 4: Add users to your account

Requirements

• You must set up the Vidyard for Salesforce integration
• The Service Cloud feature must be enabled in Vidyard
• You must have system administrator access in Salesforce

Part 1: Review setup requirements in Salesforce

For the Vidyard integration with Service Cloud to function properly, two requirements must be met in the system administrator's Salesforce instance.

1. Ensure that each Service Cloud user has use of the Service Console app.
2. Assign Service Cloud User licenses to the relevant users' accounts.
   • To apply a license: click on Setup > Manager Users > Users then select Edit next to a user's name.
   • Select Service Cloud User to apply a license, then click Save.

Part 2: Review technical prerequisites in Salesforce

Review each of the following technical prerequisites:

1. Email-to-Case
   • Go to Setup > Customize > Cases > Email-to-Case then select Enabled Email-to-Case. Please note, once enabled, Email-to-Case cannot be turned off.
     
2. Case Feed Actions and Feed Items
   • Go to Setup > Customize > Cases > Support Settings, then select Enable Case Feed Actions and Feed Items
     
3. Feed-Based Layouts
   • Go to Setup > Customize > Cases > Page layouts
   • Ensure that the case layout that will use the Vidyard app has Feed-Based Layout enabled
     
4. Rich Text Editor
   • Go to Setup > Customize > Cases > Page Layouts
   • Select Edit next to the case layout that applies to your support users
   • Select Feed View in the heading at the top of the page
   • Scroll down and select Enable Rich Text Editor & Require Use of Rich Text Editor
5. Click Save

Part 3: Install the Vidyard for Service Cloud app and configure the page layout

1. Download the Vidyard for Service Cloud app package
   
   • Select Install for All Users
   • Click Install, and then Done
2. Configure the Service Console
   • Go to Setup > Create > Apps, then select Edit next to the Service Console app
   • Scroll down to the Choose Console Components section and use the Add arrow to move Vidyard from the Available Items column to the Selected Items column
3. Configure the page layout
   • Go to Setup > Customize > Cases > Page Layout, then click Edit next to the case layout that applies to your support users
   • Select the Related Lists tab and then drag the Video Views object to a desired location within the related lists section
4. Click Save

Part 4: Add users to your account

Now that Vidyard has been integrated with Service Cloud, add users to your account so they can begin to create and share videos in their support tickets.

• Add new users to your account
• Set up your branded sharing page