Glance for Microsoft Dynamics 365 Setup · Glance for Microsoft Dynamics 365 transforms the customer relationship management experience in a way that both customers and agents can

Glance for Microsoft Dynamics 365 Setup

Glance Networks May 2017

Introduction 2

Glance Overview 2

How it works 2

Installation 3

AppSource Installation 3

Configuring Glance Company Settings 3

Configure Cobrowsing Mode 4

Free Glance Trial 6

Existing Glance Account Setup and SSO 6

General Success Criteria 7

Adding “Glance Cobrowse” Button to Entities 8

Testing your Setup 12

Site Requirements 12

Next Steps 12

Glance for MS Dynamics Setup Glance Networks Inc. May 2017 1

Introduction

This document shows you how to setup Glance for Microsoft Dynamics 365 so your team can add customer visual engagement and cobrowsing to your customer service toolkit.

Glance Overview

Glance for Microsoft Dynamics 365 transforms the customer relationship management experience in a way that both customers and agents can see. Glance enables enterprises to improve engagement via smart visual technology for sales, support, and customer service. The Glance secure visual engagement platform requires no download and allows agents to visually collaborate online with customers instantly, on any device. Using Glance improves customer satisfaction by reducing the friction of customer interactions and accelerating problem resolution.

How it works

Glance for Microsoft Dynamics 365 enables Customer Service Agents to instantly cobrowse with customers as they navigate a company’s website. Cobrowsing is different from screen sharing. In a cobrowsing session, the agent and the customer are sharing the same browsing experience on specific pages of an approved website.

The Glance solution supports both the public and secure sides of a company website. The solution is highly secure, with the ability to mask special fields such as passwords and other Personally Identifiable Information PII. Service agents can point and gesture within the Glance cobrowsing session to direct customers to the relevant information and steps to resolve their problem.

In order to enable website pages for cobrowsing, your IT team adds a short Glance HTML tag to each page. This is a simple IT task and can usually be accomplished quickly.

Glance for Microsoft Dynamics 365 comes bundled with a free trial for the Glance cobrowsing service and your users are automatically provisioned. If your team is already using Glance, you can enter your account information to enable the service.


Installation

AppSource Installation Go to the Microsoft Dynamics 365 AppSource site. Search for Glance. Click on “get it now” button. Follow typical app installation process.

Configuring Glance Company Settings After install, login or refresh Dynamics. “Glance for Dynamics” appears on the main apps menu:

The Glance dropdown contains this:


Select “Glance Company Settings”. You will see a Company Settings record (named “Glance for Dynamics Configuration”).

Click “Glance for Dynamics Configuration”

Free Trial is Enabled by default. SAML Single-Sign-On is enabled by default.

Glance for Microsoft Dynamics 365 Users is used to associate a Microsoft Dynamics 365 User with a Glance user (Glance Address). This is only needed when Single-Sign-On is not used.

Configure Cobrowsing Mode

There are 2 modes for initiating a cobrowsing session:

Mode 1: Customer clicks the cobrowse button and gets a 4-digit code. Customer gives agent the code. Typically, the agent asks for the code during the support phone call. The agent clicks on Glance cobrowse button in Microsoft Dynamics 365 and enters the code to join the cobrowsing session.

Mode 2: Agent has a case (or another record type) up in Microsoft Dynamics 365 and the customer ID is linked to the case. Customer clicks the cobrowse button and no key is required. The agent then clicks the Glance cobrowse button in Microsoft Dynamics 365 and the session is automatically launched.


In order to enable Mode 2 cobrowsing initiation, the Microsoft Dynamics 365 company admin must link the Glance Session Key to a customer-specifc entity in Microsoft Dynamics 365. This links the customer key to the Glance cobrowsing session. If this mapping is not specified, a manual key will always be requested when the agent joins a cobrowse session.

Below is an example of a mode 2 cobrowse screen inside of Microsoft Dynamics 365. For example purposes only, our test site https://trial.glance.net/ has an account page - which carries a code of “Global123”. In a real world implementation, this code would be replaced with a unique user ID (which would be available once the user had logged into the secure side of the company site). This unique ID would allow the mapping of a site visitor to a Dynamics customer ID - enabling the agent to launch a secure cobrowsing session without the 4-digit code.


https://trial.glance.net/

Free Glance Trial A Glance for Microsoft Dynamics 365 install can be set to use a Free Trial. Just Enable Free Trial on Glance Company Settings. This will enable co-browsing using a single “Dynamics Trial” group (19845).

Enabling SAML Single-Sign-On is recommended for free trials, this will automatically provision a new Glance trial user for each “Microsoft Dynamics 365” user and seamlessly sign-in this user when joining a cobrowse session.

If SSO is not enabled the cobrowse join process will use a single user account “dynamics.trial.glance.net”, you must use the password Glance365 to login to this account. The account will be shared by all trial users from all prospects in any Microsoft Dynamics 365 instance.

Existing Glance Account Setup and SSO

If you already have a Glance account and you are going to use SSO with Glance, find and save the Unique Name of the Microsoft Dynamics 365 Instance at Settings > Customization > Customizations > Developer Resources. Contact Glance (1-888-945-2623) to enable SSO and provide the unique name.


If you are using SSO, as a first time user, you will authenticates to Glance and you will be prompted with a warning like this:

If you are not using SSO, you (as the agent) will be prompted to login to Glance with you existing Glance username and password.

Adding “Glance Cobrowse” Button to Entities As an Microsoft Dynamics 365 Admin, go to an entity (Case, Contact, etc). Go to the Form Editor:


Go to the INSERT tab, and click Web Resource (top-middle).


On Add Web Resource in “Web resource” search for glance, select “glance_/form/control.html”.


On Formatting tab: Set Number of Rows to 3, scroll down and uncheck Display Border.

The number of columns determine how the Resource lays out with other elements. (You may want to change this later.) Click OK.

The Glance resource should get inserted somewhere, you can drag it around. A thin red line shows where it will be inserted. To go back and change number of columns, click the “HOME” tab on the Form Editor and select “Change Properties”.


Click Save; then Publish.


Reload the Microsoft Dynamics 365 page. The Glance icon and cobrowse button will appear where it was placed:

Testing your Setup

Glance provides an example website so you can test your cobrowsing setup. A simulated customer can visit this site: https://trial.glance.net/ and the simulated Customer Service Agent (CSA) can begin a cobrowsing session (mode 1) by following the steps below:

1. Customer clicks on “start cobrowse” button in footer of company website: URL = https://trial.glance.net/

2. Glance system pops 4 digit code on customer’s screen. 3. CSA asks customer for the code. 4. CSA clicks “cobrowse” button in Microsoft Dynamics 365 customer record page. 5. CSA enters the customer code. 6. Glance plug-in launches browser window which shows customer’s browser window. CSA

authenticates via SSO - OR - via logging in to Glance account. 7. CSA guides customer to problem/question resolution. 8. CSA can use gesturing and pointing features of co-browse to guide customer.

In cobrowsing Mode 2, you can use the example website’s “account” page to see how a customer which is “logged in” and thus known - could be automatically associated with their Microsoft Dynamics 365 record - enabling the automatic initiation of a cobrowsing session. See the “Configure cobrowsing mode” section of this document.




Site Requirements

In order to enable your agents to cobrowse with customers on your company website, your IT or web team will need to add a Glance tag to each page of your site where you want to enable cobrowsing. Adding the Glance tag is very easy and is covered in more detail in the Glance Cobrowse Setup Guide.

Additionally, your web team can add a “cobrowse” button to enable customers to request a cobrowse session. Customers can also use a “hot-key” combination such as control-enter to launch a cobrowse session.

Next Steps

You are now setup to use Glance for Microsoft Dynamics 365 on a trial basis. We know you will find value in visually engaging with your customers to answer their questions and drive more revenue for your business. If you would like to use Glance as part of your day-to-day customer engagements

please call us at 888-945-2623 or email us at [email protected].


mailto:[email protected]

Documents

Glance for Microsoft Dynamics 365 Setup · Glance for Microsoft Dynamics 365 transforms the customer relationship management experience in a way that both customers and agents can