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: Invite Users to GoVideo Enterprise

Important: Vidyard for Service Cloud is not compatible with Salesforce Lightning Experience. It must be used in the Classic Service Console interface. The following instructions are also written using the Salesforce Classic UI.

Set up Requirements

• The Vidyard for Salesforce integration
• Service Cloud feature in Vidyard enabled
• 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

Important: If not already enabled, check with your Salesforce system administrator to ensure that the following prerequisites function properly with your existing Salesforce setup in a sandbox instance. Enabling these features without testing first may alter your existing Salesforce setup.

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
     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

Important: Before Vidyard for Service Cloud can be properly installed, you must have the Vidyard for Salesforce integration enabled and configured on all groups from which videos will be distributed.

If you have not already set up a Salesforce integration with Vidyard, this must be completed first. Speak to your Vidyard Customer Success Manager if you require assistance.

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: Invite Users to GoVideo Enterprise

Now that Vidyard has been integrated with Service Cloud, invite your Service Cloud users to create a GoVideo account and configure their roles within Vidyard.

• Invite your users to GoVideo
• Set up your branded sharing page
• Provide video assets to users by adding them to other Vidyard groups