Embed Customer Support into your Apps with Snap-ins

Kanan Garg, Product Manager
July 13, 2017
Embed support in your webpages with Snap-Ins

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earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of
belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for
our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate
of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with
completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability
to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our
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Agenda
Customer Experience and Snap-ins
10:00 Welcome & Introductions
10:05 Age of Customer Experience
10:10 Snap-Ins as a solution
10:15 Pricing and current availability
10:20 Demo
10:30 Roadmap
10:35 Q&A, Next Steps

Customer Expectations Continue to Rise Faster Than Ever
PERSONALIZED
INTELLIGENT
MOBILE
CONNECTE
D

Today, Customers Avoid Support
Getting support is painful, time consuming, and inconvenient
Which product are you
calling about?
How can I help you today?
Can you hold while I look
something up, please?
Let me transfer you to one of
our specialists. Can you
hold?Hello, who am I speaking with?
Can you tell me about
your problem?
Have you tried following our
troubleshooting instructions?
Source: HBR

Deliver Personalized Service with Snap-ins
Easily embed service into every mobile app and web page
Connected
Make it easy for customers to get help with
Web or In-App Chat, Knowledge, Cases, or SOS
Intelligent
Provide the best answer the first time based on
where the customer is within your app or website
Fast
Quickly integrate a branded, seamless service
experience into any web or mobile app

Configure Brand Deploy Customers Win
3 steps to customer success with Snap-ins

Configure Brand Deploy Customers Win

Guided Setup Flow
Use Case Driven Default
Configurations
Code Snippet/Library
Generation
Simple, Declarative Setup

Clicks-not-Code
Tokenized Branding System
Dynamic Branding Update
Branding System

Deploying Is A Snap
Drop Snippet/Library
Into App
Deploy In Hours Not
Months
Amazing OOTB Default
Customer Experience

Knowledge Case Mgmt Live Agent Chat SOS
High touch, high value
2 way video interactions
In-app case
submission
Self-service at
customer’s fingertips
Real-time Chat
What Service Cloud features can you embed with Snap-ins?

Pricing and Selling Snap-ins
1. Where can companies use Snap-ins?
Mobile Apps
SDKs for iOS & Android
Websites
Javascript Code
Lightning Community
Lightning Component
3. Which SKUs do I sell?
Snap-ins Mobile SDKs &
Case Management
included Service Cloud EE/UE
$$ Knowledge (EE only)
$$ Live Agent Chat (EE only)
$$ SOS
Snap-ins Code for Web
included Service Cloud EE/UE
Snap-ins Component
included Community Licenses
$$ Customer Community
$$ Service Cloud Users
2. Which Service Cloud features are available to Snap-ins today?
Knowledge
Case Management
Live Agent Chat
SOS Video Chat
Live Agent Chat Live Agent Chat

In class exercise
In class exercise Roadmap/ Q&ACX and Snap-ins

Creating a Snap-ins Deployment
1. Setup > Snap-ins Deployment
2. Name and Site
3. LA button and deployment
4. Get Code
5. Embed on github page/VF page
6. Demo

Branding and customization
1. Change navbar color
2. Add agent avatar
3. Change custom labels
4. Add translation
5. Demo

Pre chat form - default and customized
1. Change scenario
2. Change fields
3. Override a field in extraPrechatDetails (optional but really
cool)
4. Demo

Communities
1. Create a community - if not already there
2. DND the Snap-ins Component
3. Point to Snap-ins Deployment
4. Publish component
5. Demo

Roadmap
In class exercise RoadmapCX and Snap-ins

Snap-ins Roadmap
Spring ‘18
Summer ‘18+
Winter ‘18
[Web]
Knowledge - POC
Book an Appointment
[Mobile]
Performance
improvements
Address customer
feedback
[Web]
Knowledge - Beta
Multi product setup
Chatbot Integration
Book an Appointment - Beta
[Mobile]
Einstein in Knowledge
Surveys
[Web]
Knowledge - GA
Case
Chatbot Integration
[Mobile]
Chatbot integration

Q & A
Try Trailhead: trailhead.salesforce.com
Join the conversation: @salesforcedevs

Next Steps
1. Deploy Snap-ins in VF page
Developer Guide Join the Chatter Group
Where to learn more:
2. Deploy Snap-ins in Communities

Next Steps
bit.ly/ntosnap
Get the demo app on your phone
1. Go to:
Settings > General > Device Mgmt &
Approve Salesforce
2. Log into the app with your email address
3. Tap NTO (sample) & Tap “Demo”
Take the Trail Join the Chatter Group
Where to learn more:

Embed Customer Support into your Apps with Snap-ins

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Embed Customer Support into your Apps with Snap-ins

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