Skip to main content

CareAR Installation for Salesforce

  • Updated

Overview

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.

Usage

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).

Pre-Requisites:

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 Tenant Token Values

2a. Select Manage CareAR Tenant Token Values

 

2b. Select Edit and paste the auth token copied from Step 1, then select Save to finalize the changes.

 

Part 3: Add CareAR Button, CareAR Experience Field, and CareAR Session Details 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: Select Fields and drag and drop CareAR Experience Field into Case Information

Step 3: Select Related Lists and drag and drop CareAR Session Details into Related Lists below:


 

Step 4: 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 the following objects:

  • Accounts
  • Cases
  • CareAR Configuration
  • CareAR Session Details
  • CareAR Experiences
  • CareAR Instruct Details
  • CareAR Instruct Form Data
  • CareAR Instruct Object State Detection
  • Contacts
  • Error Log
  • Work Orders   

 

Step 2.  Within the newly created profile, navigate to Apex Class Access, select Edit and ensure that all sxm.CareAR* Apex classes are enabled for your profile.  See below:



 

Step 3. 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 4. Navigate to Identity → Oauth and OpenID Connect Settings.  Ensure Allow OAuth Username-Password Flows is turned on. 

 

 

 

Note:

  • This user details are to be used in the CareAR tenant setup.
  • Ensure the profile has Apex Rest Services and API Enabled System Permissions are enabled for your newly created Profile.

Part 6: Enable Tenant settings and Connecting CareAR Tenant with Salesforce Org

 

Step:1 Log 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.

 

Part 7: Post Installation Instructions – Making All Form Fields Read-Only for Agent Users



Navigate to Agent Users’ profile, select Object Settings and perform the following:

Step 1. Select CareAR Session Details object → Edit →  In the Field Permissions remove ‘Edit Access’ on all fields.

Step 2. Select CareAR Experiences Object → Edit → In the Field Permissions remove ‘Edit Access’ on all fields.

Step 3. Select Error Logs Object → Edit → In the Field Permissions remove ‘Edit Access’ on all fields.

Step 4. Select sxm__CareAR_Instruct_Form_Data__c Object → Edit →  In the Field Permissions, remove ‘Edit Access’ on all fields.

Step 5. Select sxm__CareAR_Instruct_Details__c object→ Edit →  In the Field Permissions remove ‘Edit Access’ on all fields.

Step 6. Select sxm__CareAR_Instruct_Object_State_Detection__c Object → Edit →  In the Field Permissions remove ‘Edit Access’ on all fields.

Part 8: Post Installation Instructions (Field Service Only)– Configuring CareAR Buttons For Field Service Mobile App

Step 1.  For Field Service, two new custom Action items will need to be created for Work Order type objects.  To do so, navigate to Setup → Object Manager → Work Order → Buttons, Links and Actions → New Action and add the below details for the new actions.

Custom Action 1 : CareAR Assist

Action Type: Lightning Web Component

Lightning Web Component : sxm:careAr_LWC_QuickAction

Standard Label Type : None

Label : CareAR Assist

Name: CareAR_Assist

Description: Lightning action to launch Care Assist from FSL Mobile app

 

Custom Action 2 : CareAR Instruct

Action Type: Lightning Web Component

Lightning Web Component : sxm:CareAR_Instruct_Experience

Standard Label Type : None

Label : CareAR Instruct

Name: CareAR_Instruct

Description: CareAR Instruct button on Work Order in FSL Mobile app as quick action to launch Instruct Experience.

 

Step 2.  These newly created Action items will need to be added to the Work Order Type record.  Navigate Setup → Object Manager → Work Order →Page Layouts.  Under CareAR WorkOrder Layout select Mobile & Lightning Acttions and drag the CareAR Assist and CareAR Instruct actions down into the Salesforce Mobile and Lightning Experience Actions field. See below:



Step 3. If the CareAR Instruct option is not accessible on the Work Order object, additional steps may be required to make the button available.  Navigate to Object Manager → Work Order → Lightning Record Pages → CareAR Work Order Record Page select View and then Activation.  On the resultant Activation page, select App Default and assign the App Default to be CareAR App for both Desktop and Phone, then select close.

 

Installation Complete! For instructions on how to test the integration, see CareAR for Salesforce: How to Use – CareAR.

 

 

 

Related articles

Powered by Zendesk