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Adding Meeting Reports to Salesforce Cases

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When SightCall Vision platform is configured to integrate with Salesforce, each meeting session’s Meeting Report data can be pushed to the Meeting Report object in Salesforce, allowing further review and analysis on how SightCall is used on Salesforce.

This procedure explains how to configure the feature above, and also covers how to link meeting reports with other objects. The default configuration links the Meeting Report object with the Cases object. 

The owner of the Meeting Report object is the user who activated the SightCall package. 

Requirements

To use this procedure, you will need: 

 

Linking Meeting Reports objects with Cases

Meeting Report objects are available from the SightCall for Salesforce package – you can verify this by going to the Object Manager in Setup:

  1. From within Salesforce, open Settings (gear menu) and select Setup.  
  2. Select Object Manager. 
  3. Locate the Meeting Report object 

 

 

Import the new meeting report after each session

To have the meeting report object created after each session, you activate the meeting reports Webhooks and update the tenant settings in the admin portal to send call reports using a webhook. 

Activating the Meeting Report webhook

  1. From the SightCall tenant admin portal, select Setup > Integrations  
  2. Select the "Salesforce" integration :  
  3. Click on Admin 
  4. Select the ‘Media Endpoint Configuration’ tab, and click on “Activate Call Report Webhook 
  5. Click ‘Back’, then ensure Use Webhooks is checked. 
  6. Hit Save at the end to be prompted to authorize the changes 

 

7. This may pop up a brower tab with Salesforce Oauth authorization for you to accept the updated integration.

 

Update the tenant settings

Your tenant settings will automatically be updated - the webhook info is available under:

  1. Open the Tenant > Setup tab in the admin portal: https://admin.sightcall.com/setup. 

  2. In the Meeting Reports Webhook section - now there are information updated.


If you only use Case objects in Salesforce, no more configuration is necessary: after each meeting session, a Meeting Report object will be created with the meeting report data and will be automatically linked to the Case. You can find meeting reports linked to a Case in the Meeting Reports section on the related list of the Case object.  (depending on how your Salesforce is configured for the agent/service console)

 

Linking the Meeting Report object to another Salesforce object (e.g., WorkOrder)

You can add the SightCall Meeting Report objects in the WorkOrder layout as a related list from the Lightning App Builder. 

The first step is to add a new field in the Meeting Report.

  1. In Salesforce, go to Setup > Object Manager. 
  2. Search for the Meeting Report object
  3. Go to Fields & Relationships and click New to add another field.
  4. Step 1: For Data type, select Lookup relationship. Select Next.
  5. Step 2: For New Relations, enter Related To: “Work Order” to establish the object type we want to link to. Select Next.
  6. Step 3: Leave the default values. Select Next.
  7. Step 4: Leave the default values. Select Next. 
  8. Step 5: Leave the default values. Select Next. 
  9. Step 6: Leave the default values. Select Next. 
  10. Select Save.

Now the Meeting Reports can be accessed as objects related to the work order. 

If you need to display the Meeting reports in your layout, add a “List View” showing “Meeting Report”

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