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Nanorep for Salesforce Agent Installation Guide

Introduction

Nanorep’s agent-facing self-service allows agents to find information quickly and easily from your database. While answering a case, Nanorep will suggest the best answer to use while corresponding with customers.
 
The integration will work both on the old case layout and the new Console layout.
 

Prerequisite

The installation process involves two steps: Package installation and setting up the package to appear on the Salesforce Case page template.
Salesforce Admin privileges are required for both steps.
 
Before installing the package, you need to remove any previous instances of the Nanorep package.
 

1. Package Installation Instructions 

To install the package, follow the steps below:
 
1.1 If you want to install the package on a live Salesforce environment, i.e. non-staging environment, browse to this page. If you want to install the package on a staging environment, replace the sub-domain (i.e. "login") with your Salesforce staging sub-domain. For example, if your staging sub-domain is cs17.salesforce.com, you need to browse to the following URL:  https://cs17.salesforce.com/packaging/installPackage.apexp?p0=04t24000000Ahad
 
1.2. Login and install the package for All Users.
 

2. Setting up the package on the Salesforce Environment

2.1 Go to the configuration tab and fill in all necessary information.
 
2.2 Add the NanoRep widget to all relevant case page layouts:
 
2.3 Go to Cases--> Page Layouts
 
Inline image 1
 
For each layout you wish to include the widget in create a new section (1 column):
 
Inline image 3
 
Inline image 2
 
 
Drag the NanoRep "Answers" page into the section:
 
Inline image 4
 
Set height to 400, the rest keep as default
 
Inline image 5
 
 
Save the layout.
 
 
2.4 Navigate to Setup-->Security Controls -->Remote Site Settings
 
 
Click on "New Remote Site".
- Under "Remote Site Name" enter "Nanorep"
- Under Site URL enter "https://my.Nanorep.com"
- Make sure the "Active" checkbox is set.
 
- Click on "Save"
 
2.5 Click on the "Plus" in the Salesforce tabs menu to access the "All Tabs" page and click on the "Nanorep Configuration" tab:
 
 
  • Under the "Nanorep settings", enter the Nanorep account, knowledge-base and the API key.
  • Under the "Case Fields" you can define the following settings:
    • Category that agents can use to filter out the search results.
    • "Case Title": The selected field value will be used as the email subject. Note: when agents selects an answer which has a meta-title associated - the meta title will be used as the email subject instead of the selected field value.
    • "Search By": The selected field value will be used by Nanorep as a search query and perform initial search for answers once the case page is loaded.
  • Under the "Article Structure" you can configure header and a footer which will automatically be included as part of the agent's selected answer.
  • Under the "Context fields" you can map Nanorep contexts to case fields.
 

Placeholders

A placeholder is a representation of a field value. 

Placeholders can be placed inside response header, response footer and within a Nanorep knowledge-base article.

There are two types of placeholders which you can use:

1. Standard Case Fields Placeholders: This type of placeholders represents the values of the standard Salesforce Case Fields. Below is the list of the supported standard case fields placeholders and the syntax:

  • {ContactName}
  • {AccountName}
  • {CreatedByLastName}
  • {CreatedByFirstName}
  • {CaseNumber}
  • {Status}
  • {ContactEmail}
  • {ContactPhone}
  • {CaseReason}
  • {CaseSubject}
  • {CaseOwner}
  • {ContactFax}
  • {SuppliedEmail}
  • {SuppliedPhone}
  • {SuppliedName}
  • {SuppliedCompany}

2. Custom Fields Placeholders: This type of placeholders represents fields which are not standard. Note that this type of placeholder can be used across different Salesforce objects such as: Account, Opportunity, Case, etc. The placeholder must be structured with the API field representation,  as follows:

  1. {!Case.CustomFieldApiName} - when you want to refer to a custom field under the case.
  2. {!Case.ObjectName.CustomFieldApiName} - when you want to refer to a custom field under the case associated object.
  • ObjectName is the name of the standard Salesforce object, e.g. Account, Opportunity, Case, etc.
  • CustomFieldApiName is the API name associated to the custom field. 

Below is an example for a placeholder syntax for the custom field Engineering Req Number, under the Case object:

{!Case.EngineeringReqNumber__c}

Below is an example for a placeholder syntax for the custom field Package Type, under the associated Account object:

{!Case.Account.PackageType__c}

You can manage the custom fields API names by setting up the fields under the relevant standard object. For example to manage the custom fields under the Cases object, click on Setup-->Cases->Fields

 

And refer to the API section, usually at the bottom of the page, as highlighted below: