Additional CoBrowse Configuration

After completing the configuration in Setup for CoBrowse and Engage for Portals, complete the additional configuration in this section for CoBrowse.

Vault Configuration

To activate the CoBrowse Content field on the Multichannel Presentation document type:

  1. Navigate to Admin > Configuration > Document Fields.
  2. Select the appropriate document type that exists in your Vault (the label differs depending on when your Vault was provisioned).
  • Engage Presentation
  • Presentation
  • Multichannel Presentation
  1. Click Edit Details.
  2. Select the CoBrowse Content (cobrowse_content__v) field.
  3. Edit the field and ensure the Status is Active.
  4. Click Save. If the Call is submitted before it is saved, CoBrowse links are not created.

Select the presentations you want to use as CoBrowse content by setting the CoBrowse Content (cobrowse_content__v) field to Yes.

The content must also be marked as Engage Content (engage_content__v) = Yes.

CRM Configuration

  1. Grant the Engage integration user the following permissions:

    Object OLS Record Types Fields FLS
    Multichannel_Content_vod CRUD n/a

    Cobrowse_vod

    		 Edit

    Multichannel_Activity_vod

    CRUD

    Cobrowse_vod
    • Organizer_vod
    • Account_vod
    • Site_vod
    • Sent_Email_vod
    • Call_vod
    • Debug_vod
    • Session_Id_vod
    • Territory_vod

    Edit
    Multichannel_Activity_Line_vod CRUD Cobrowse_vod
    • User_Input_vod
    • Multichannel_Content_Asset_Version_vod
    • Multichannel_Content_Asset_Id_vod
    • Call_vod
    • Custom_vod
    • Debug_vod
    • Event_Subtype_vod
    • Event_Type_vod
    • Multichannel_Activity_vod
    • Multichannel_Content_vod
    • Multichannel_Content_Asset_vod
    • Product_vod
    • Product_VExternal_Id_vod
    • Sent_Email_vod
    		 Edit

  2. Grant end users the following permissions:

    Object OLS Record Types Fields FLS
    Call2_vod

     

    		 CRU

     

    		 n/a

     
    • Cobrowse_MC_Activity_vod
    • zvod_Cobrowse_vod
    		 Read
    • Cobrowse_MC_Session_vod
    • Cobrowse_URL_Participant_vod
    • Cobrowse_Presentation_vod
    • Cobrowse_URL_Presenter_vod

    Edit
    Content_Deployment_vod R n/a
    • Active_vod
    • Expired_vod
    		 Read
    Multichannel_Content_vod R n/a
    • Cobrowse_vod
    • Product_vod
    • Expired_vod
    		 Read

    Multichannel_Content_Asset_vod

    R

    n/a
    • Status_vod
    • Product_vod
    • Detail_Group_vod

    Read

    Multichannel_Activity_vod

    R

    Cobrowse_vod
    • Organizer_vod
    • Account_vod
    • Site_vod
    • Sent_Email_vod
    • Call_vod
    • Debug_vod
    • Session_Id_vod
    • Territory_vod

    Edit
    Multichannel_Activity_Line_vod R Cobrowse_vod
    • User_Input_vod
    • Multichannel_Content_Asset_Version_vod
    • Multichannel_Content_Asset_Id_vod
    • Call_vod
    • Custom_vod
    • Debug_vod
    • Event_Subtype_vod
    • Event_Type_vod
    • Multichannel_Activity_vod
    • Multichannel_Content_vod
    • Multichannel_Content_Asset_vod
    • Product_vod
    • Product_VExternal_Id_vod
    • Sent_Email_vod
    		 Edit

    Site_vod

    R

     

    URL_vod

    R

  3. Ensure the Cobrowse_vod record type is active on the Account External ID Map (Account_External_ID_Map_vod__c) object.

  4. Activate the iPad VMOC records for the following objects:

    • Multichannel_Activity_vod
    • Multichannel_Activity_Line_vod
    • Content_Deployment_vod

Creating and Modifying Call Records

CRM users who are responsible for scheduling CoBrowse calls must be able to create, update, and edit Call records for the record type reserved for CoBrowse Calls. All CoBrowse sessions result in a Call record being created.

  1. Create a new Call Report record type with a new page layout assigned to it. This should be a very basic call report. We recommend you include:
  • Some basic Call information fields
  • The zvod_Detailing_vod field in its own section
  • The zvod_CoBrowse_vod field in its own section

    • Do not include the fields prefixed with CoBrowse_ on the page layout for the Call object, as this configuration is not supported. These fields are displayed automatically by the zvod_Cobrowse_vod field when the Call page displays. They are not required on the page layout.

  1. Ensure the CoBrowse user profile has access to create Calls of the new record type.

If ad hoc CoBrowse setup is needed: 

    Add the Start_Cobrowse_vod button to any Account page layouts

    Grant the user access to the Cobrowse_vod Visualforce page.

Created Multichannel Activity Records

Multichannel_Activity_vod and Multichannel_Activity_Line_vod records are automatically created during CoBrowse presentations representing interactions by both the presenter and account. When the Multichannel_Activity_vod record represents the presented, the Account_vod and Account_External_Id_Map_vod fields are empty and do not display, since these fields only populate when the record is associated with an account.

Additionally, a Multichannel_Activity_vod record represents a complete session, so there may be multiple Multichannel_Activity_vod records associated to the same account if any session interruptions or disconnects occured.