CareAR provides an augmented reality support platform that extends the value of Salesforce Service Cloud to provide remote visual assistance, guidance, and compliance for service management teams.
This document is intended to enable Salesforce Admin and Technical Support members to:
- Understand the CareAR for Salesforce integration.
- Install the CareAR for Salesforce app into Salesforce Org.
- Configure the Salesforce org, CareAR for Salesforce integration, and the CareAR portal to enable the integration.
The CareAR for Salesforce integration enables agents of your Salesforce Service Cloud ticketing platform to launch the CareAR Assist application along with the context of which Salesforce Service Cloud case the interaction is coming from. This enables the agent to assist using CareAR Assist and once the interaction within CareAR is complete to update the originating Salesforce case with information regarding the session (screenshots, video recording links, session details, post call surveys).
Before installing the CareAR for Salesforce integration, you should validate you have the following:
- A Salesforce Service Cloud enabled org with lightning. (NOTE: CareAR for Salesforce only works with Service Cloud with the Case object.)
- Your Salesforce administrator can install apps from the AppExchange and establish user accounts.
- CareAR Admin access to make changes to the CareAR settings.
- Active CareAR subscription with the CareAR for Salesforce integration enabled.
- Connector center page on https://carear.app/#/admin will have a CareAR for Salesforce connector if enabled.
Part 1: Installation
In this section will cover the process of how to install the app to run the integration. CareAR is a managed package within the Salesforce store, which will make it easy to install and update. The Salesforce admin with app installation privileges can install the app from the AppExchange: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3u00000QtcIiEAJ
Step 1: On the top left-hand corner of the Salesforce Home page, select the hamburger menu, and then View All→Visit App Exchange
Step 2: Select Apps and Search ‘CareAR for Salesforce’
Step 3: Select ‘Get it Now’ and follow the prompts
Step 4: Enter your user info, agree to the terms and conditions and select ‘Confirm Install’
Step 5: You will have the option to install for Admins Only, All Users, or Specific Profiles. Make your selection and select ‘Install’
Part 2: Configure auth token in org
Step 1: Get AuthToken of the Tenant from CareAR Tenant Admin. This can be obtained from within the CareAR Portal by logging in and navigating to Connectors → Salesforce and selecting Generate new token.
Step 2: In Salesforce, Go to Setup → Search Custom MetaData Types → CareAR_CMT_URL → Manage CareAR_CMT_URL Button
2a. CareAR_URL → Edit → Change value of authToken in the CareAR URL Values
2b. CareAR Mobile URL → Edit → Change value of authToken in the CareAR URL Values
2c. CareAR Mobile iOS URL → Edit → Change value of authToken and Care AR orgName in the CareAR URL Values
Part 3: Add CareAR Button to other Cases Page Layouts
Step 1. In Salesforce, Go to Object Manager → Case Object → Case Page Layouts → Select Layout to update with CareAR button → Salesforce Mobile and Lightning Experience Actions → Drag and Drop CareAR button from the Mobile and Lightning Actions list → Save the layout.
Note: If unable to edit Salesforce Mobile and Lightning Experience Actions section, click on wrench icon at the right end of the section to allow the edit option.
Step 2: Navigate to Case Page Layouts → Page Layout Assignment.
Select ‘Edit Assignment’ and choose the profile of interest (Standard User, Custom Support Profile, System Administrator, etc…). Use the ‘Page Layout to Use’ dropdown to select ‘CareAR Case Layout’, click save. This will assign the CareAR Case Layout to any profile configured.
Part 4: Creating connected App
Step 1: In Salesforce, Go to Setup → Apps → Apps Manager → New Connected App → Enter Basic Information
Step 2: Now Enable OAuth Settings and use the arrow buttons to grant the following OAuth Scopes to your connected app:
- Full Access (full)
- Manage user Data via APIs (api)
- Manage user data via Web browsers (web)
- Perform requests at any time (refreshtoken_offline_access)
Step 3: Click Save and continue.
Step 4: Once the App is Created, Select App Manager from the setup menu. Find your new created Connected App in the resulting app list. Click the dropdown to the right of the app and select view. On the resulting page, select the ‘Manage Consumer Details.’ After proper authentication, copy and save the Consumer Key, and Consumer Secret into a notepad. These values will be used later in the installation.
Part 5: CareAR service user creation & setup
Step 1. From the Profiles tab, of the Setup menu, create a new Profile (Example: CareAR Integration Profile.) Within the newly created profile Select Object Settings and grant Read, Edit, View All, and Delete permissions to Case, CareAR Configuration, and CareAR Session Details objects.
Step 2. Create a new API user and assign the above profile to the user. A security token will be emailed to the email address used during the creation. Save this Security token in a notepad, as it will be used later in the installation.
Note: A new security token can be generated by logging into the API user account, navigating to My Settings → Personal → Reset my Security token.
Step 3. Navigate to Identity → Oauth and OpenID Connect Settings. Ensure Allow OAuth Username-Password Flows is turned on.
- This user details are to be used in the CareAR tenant setup.
- Ensure the profile has Apex Rest Services System Property is wnabled for your newly created Profile.
Part 6: Enable Tenant settings and Connecting CareAR Tenant with Salesforce Org
Step:1 Login into CareAR Tenant Portal with the below link: https://carear.app/#/admin/login
Step 2: Click on Connectors in the menu on the left.
Step 3: Click on Salesforce and Enter details as below:
3a. Client id - Consumer Key copied in Part 4 Step 4.
3b. Client Secret - Consumer Secret copied in Part 4 Step 4.
3c. Username - Username of the Salesforce API User
3d. Password - Password+SecurityToken of the Salesforce API User. For Example: ‘PasswordSecurityToken’ Refer to Part 5 Step 3 for details on how to obtain the security token.
3e. Fqdn: Fully Qualified Domain Name of SFDC Org Connected.
Step 4: Save the details and continue.
Installation Complete! For instructions on how to test the integration, see CareAR for Salesforce: How to Use – CareAR.