Join us and understand how Lightning Snap-ins enable you to deliver immediate, personalized, and contextual support on any device to your customers. We’ll discuss when to use Snap-ins, how to differentiate your app experience with embedded support, and how to implement Snap-ins Chat into your website and Community templates. You'll learn about: - What Snap-ins are and how to use them - Core service channels embedded in Snap-ins - How to setup and deploy Web Snap-ins - What’s next in the Snap-ins roadmap

1. Kanan Garg, Product Manager
July 13, 2017
Embed support in your webpages with Snap-Ins

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– Technical support will answer questions starting now.
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– More questions? Visit developer.salesforce.com/forums
Have Questions?

5. Agenda
Customer Experience and Snap-ins
10:00 Welcome & Introductions
10:05 Age of Customer Experience
10:10 Snap-Ins as a solution
10:15 Pricing and current availability
10:20 Demo
10:30 Roadmap
10:35 Q&A, Next Steps

6. Customer Expectations Continue to Rise Faster Than Ever
PERSONALIZED
INTELLIGENT
MOBILE
CONNECTE
D

7. Today, Customers Avoid Support
Getting support is painful, time consuming, and inconvenient
Which product are you
calling about?
How can I help you today?
Can you hold while I look
something up, please?
Let me transfer you to one of
our specialists. Can you
hold?Hello, who am I speaking with?
Can you tell me about
your problem?
Have you tried following our
troubleshooting instructions?
Source: HBR

8. Deliver Personalized Service with Snap-ins
Easily embed service into every mobile app and web page
Connected
Make it easy for customers to get help with
Web or In-App Chat, Knowledge, Cases, or SOS
Intelligent
Provide the best answer the first time based on
where the customer is within your app or website
Fast
Quickly integrate a branded, seamless service
experience into any web or mobile app

9. Configure Brand Deploy Customers Win
3 steps to customer success with Snap-ins

10. Configure Brand Deploy Customers Win

11. Guided Setup Flow
Use Case Driven Default
Configurations
Code Snippet/Library
Generation
Simple, Declarative Setup

12. Configure Brand Deploy Customers Win

13. Clicks-not-Code
Tokenized Branding System
Dynamic Branding Update
Branding System

14. Configure Brand Deploy Customers Win

15. Deploying Is A Snap
Drop Snippet/Library
Into App
Deploy In Hours Not
Months
Amazing OOTB Default
Customer Experience

16. Knowledge Case Mgmt Live Agent Chat SOS
High touch, high value
2 way video interactions
In-app case
submission
Self-service at
customer’s fingertips
Real-time Chat
What Service Cloud features can you embed with Snap-ins?

17. Pricing and Selling Snap-ins
1. Where can companies use Snap-ins?
Mobile Apps
SDKs for iOS & Android
Websites
Javascript Code
Lightning Community
Lightning Component
3. Which SKUs do I sell?
Snap-ins Mobile SDKs &
Case Management
included Service Cloud EE/UE
$$ Knowledge (EE only)
$$ Live Agent Chat (EE only)
$$ SOS
Snap-ins Code for Web
included Service Cloud EE/UE
$$ Live Agent Chat (EE only)
Snap-ins Component
included Community Licenses
$$ Customer Community
$$ Service Cloud Users
$$ Live Agent Chat (EE only)
2. Which Service Cloud features are available to Snap-ins today?
Knowledge
Case Management
Live Agent Chat
SOS Video Chat
Live Agent Chat Live Agent Chat

18. In class exercise
In class exercise Roadmap/ Q&ACX and Snap-ins

19. Creating a Snap-ins Deployment
1. Setup > Snap-ins Deployment
2. Name and Site
3. LA button and deployment
4. Get Code
5. Embed on github page/VF page
6. Demo

20. Branding and customization
1. Change navbar color
2. Add agent avatar
3. Change custom labels
4. Add translation
5. Demo

21. Pre chat form - default and customized
1. Change scenario
2. Change fields
3. Override a field in extraPrechatDetails (optional but really
cool)
4. Demo

22. Communities
1. Create a community - if not already there
2. DND the Snap-ins Component
3. Point to Snap-ins Deployment
4. Publish component
5. Demo

23. Roadmap
In class exercise RoadmapCX and Snap-ins

24. Snap-ins Roadmap
Spring ‘18
Summer ‘18+
Winter ‘18
[Web]
Knowledge - POC
Book an Appointment
[Mobile]
Performance
improvements
Address customer
feedback
[Web]
Knowledge - Beta
Multi product setup
Chatbot Integration
Book an Appointment - Beta
[Mobile]
Einstein in Knowledge
Surveys
[Web]
Knowledge - GA
Case
Chatbot Integration
[Mobile]
Chatbot integration

25. Q & A
Try Trailhead: trailhead.salesforce.com
Join the conversation: @salesforcedevs

26. Next Steps
1. Deploy Snap-ins in VF page
Developer Guide Join the Chatter Group
Where to learn more:
2. Deploy Snap-ins in Communities

27. Next Steps
bit.ly/ntosnap
Get the demo app on your phone
1. Go to:
Settings > General > Device Mgmt &
Approve Salesforce
2. Log into the app with your email address
3. Tap NTO (sample) & Tap “Demo”
Take the Trail Join the Chatter Group
Where to learn more:

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30. Thank You