Contents

iLinc for Salesforce User Guide. 1

Required Accounts. 1

Installation. 3

Salesforce Professional Edition. 3

    Salesforce User Profiles (IMPORTANT). 3

Step 1: Install the Package. 4

Step 3:  Enable Network Access. 9

Step 4: Configure the Events Screen. 10

Customize Event Page Layout 10

Add Override for New Event Page. 11

Step 5: Configure Lead, Contact and Case Screens. 13

Add Custom Page Layouts. 13

Step 6: Configure Home Page Component 15

Add Home Page Component 15

iLinc for Salesforce Setup. 16

Setup Tab. 17

Existing iLinc Site. 17

Creating a Trial iLinc Site. 17

Integration Options tab. 19

Default Attendee Fields. 20

Populate Attendee Fields from the Join/Register URL. 23

Default Actions. 24

Chatter. 25

Advanced Options. 27

Task (Open Activities/Activity History) 28

Campaign Member Status Values. 29

Update Fields with Session Variables. 30

Email Notifications. 30

Chatter Notifications. 31

Managing Virtual Events. 32

Real-Time Tracking. 32

Attach iLinc Sessions to Campaigns. 32

Get Leads for New People. 32

Create an iLinc Event 34

Recurring iLinc Events. 36

Editing a Series. 37

Calendar Series Edit  - VERY IMPORTANT! 37

Session URLs. 39

New Lead Creation Logic. 40

Session Details Tab. 41

Existing iLinc Activity. 41

Salesforce Event ID.. 42

Attendee Fields Tab. 44

Actions Tab. 46

To add a New Action: 46

Task (Activity History) 46

Task Owner. 46

Campaign Member & Member Status Values. 47

Update Contact & Lead fields. 47

Attendee Reports: 48

Edit the iLinc Session. 51

Host Event 53

Save / Save and Send Update and Inviting Attendees. 54

Save and Send Update. 54

Personal Meeting Room for Leads, Contacts, and Cases. 57

Enabling your Personal Meeting Room for Leads and Contacts. 58

iLinc Green Meter. 58

YOUR PICTURE. 58

Edit My Meeting. 58

Schedule A Meeting. 59

Join Meeting. 59

Inviting Others to Your Meeting. 59

Quick Settings. 59

Change My Meeting (or Personal Support Room) Attendee Fields and Action Defaults. 59

Task (Activity History) 61

Enable your iLinc Support Room (Cases) 62

Edit Your Support Room.. 62

Join Your Support Room.. 62

Inviting Others to Your Support Room.. 62

Appendix A:  Add Page Overrides. 63

Appendix B: Professional Edition Known Issues. 64

Appendix C: Uninstalling iLinc for Salesforce. 65

Removing the Event components. 65

Removing the Overrides. 65

Removing the Layout Sections. 65

Removing the Integration. 66

Appendix D: Uninstalling an Existing iLinc Salesforce Integration. 67

Appendix E: Alternate Picklists. 68

Appendix F: Upgrading iLinc for Salesforce. 69

Appendix G: Populate Attendee Fields from the Join/Register URL. 72

Scenario. 72

Appendix H:  If using “No Access” in Salesforce Profiles. 77

Workflow Sample:  Set a Reminder to Follow up after a Scheduled iLinc Session. 78

Object 79

Description. 79

Evaluation Criteria. 79

Rule Criteria. 79

Immediate Actions. 79

Task: Follow Up On Your iLinc Session. 79

Workflow Sample: Set Duration-based Follow-on Tasks after an iLinc Webinar. 80

Short Attendance Workflow.. 80

Object 80

Description. 80

Evaluation Criteria. 80

Rule Criteria. 80

Immediate Actions. 80

Long Attendance Workflow.. 81

Object 81

Description. 81

Evaluation Criteria. 81

Rule Criteria. 81

Immediate Actions. 81

Workflow Sample: Campaign Member Dashboard. 82

 

 iLinc for Salesforce User Guide

About iLinc for Salesforce

Once installed, iLinc for Salesforce will enable your organization to go virtual with meetings, training sessions, webinars, demos, even support calls, all while easily managing the customer lifecycle.   

 

Salesforce Editions Supported:

·         Unlimited Edition

·         Enterprise Edition

·         Developer Edition

·         Professional Edition

 

iLinc for Salesforce cannot be used with Group Edition.

Required Accounts

If you are installing iLinc for Salesforce, ensure that you have Administrative privileges for both your Salesforce and iLinc accounts  (The iLinc system administrator and the Salesforce system administrator do not have to be the same people..) If you do not have an iLinc Site and would like to install iLinc for Salesforce CRM and initiate an iLinc Trial site, please follow the instructions in Step 2.

 

Any user of iLinc for Salesforce will need sign-on credentials to Salesforce.com.  

 

To use iLinc for Salesforce Personal Meeting Rooms or lead virtual events via iLinc for Salesforce, users will also need access to the associated iLinc Site*. 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

* If the iLinc site is set up with Concurrent licenses, an iLinc user account is created when the enable link is clicked on the Events, Case, Contact, or Lead pages in Salesforce. If the iLinc site is setup for Named User licenses (this includes all trial sites), the iLinc administrator will need to create the iLinc accounts before users can use iLinc for Salesforce. IMPORTANT: The iLinc user accounts created must have the same associated email addresses as the corresponding Salesforce user accounts.

 

 

 

 

Installation

Installation of iLinc for Salesforce is a five step process: 

-   Step 1: Install the Package

-   Step 2: Configure the Remote Site Settings permissions

-   Step 3: Enable Network Access

-   Step 4: Configure the Events Screen

-   Step 5: Configure Lead, Contact and Case Screens

 

Before you begin the installation please review the following:

 

Previous Versions

If you are currently running one or both of the original iLinc Salesforce Integrations, iLinc for Sales and iLinc or Marketing (versions 1), please see the Appendix C, Uninstalling an Existing iLinc Integration. If you are running version 2 or newer, DO NOT uninstall the existing integration. Proceed to the Installation instructions and install the current version over top of the previous one.

 

 The iLinc for Salesforce application requires a full or trial iLinc Web Conferencing site. If you do not have an existing site, you will be provided the option to setup a trial site during the installation process.

Salesforce Professional Edition

If you are using the Professional Edition of Salesforce, please review Appendix B, the Professional Edition Known Issues before installing.

 

 

Salesforce User Profiles (Important)

If your organization is using Standard User Profiles in Salesforce, you must first clone those Standard Profiles (before installing the integration) and create Custom Profiles that mirror them (are identical).  You must assign those Custom Profiles to your salesforce users in place of the Standard Profiles they were using.  This needs to be done because access to custom objects cannot be modified for Standard Profiles in Salesforce.

·         Download the package from the Salesforce.com App Exchange: (http://sites.force.com/appexchange/apex/listingDetail?listingId=a0N30000001TIx4EAG)

 

                 

 

 

·         Examine the package contents, and click Continue.

 

 

 

 

·         Examine the package object permissions, and click Next.

 

 

·         When choosing the security level, select the Select security settings radio button. If you choose No Access for any profiles you will need to do additional customizations outlined in Appendix H. You should select the “Set All” (See next step) option to iLinc User or manually select iLinc User for each profile. If you have questions, read Appendix H before proceeding.

 

 

 

 

 

 

 

 

 

·         Click Set All next to iLinc User.

 

Note: if the user account installing the application will not be the same as the API/Admin set on the iLinc Setup tab, the profile of the API/Admin user should be set to iLinc Admin or Full Access.

 

 

·         Click Next to continue. This will populate all profiles with our recommended security settings for a regular user of the iLinc for Salesforce integration. Please choose iLinc Admin from the dropdown menu for any profiles that need the iLinc Admin Access Level..

 

Note: The user installing the application gets full access by default which can’t be changed; it isn’t necessarily the System Administrator but they would have to have admin permissions.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

·         Click install to install the package.

 

 

 

Note: In some cases, you will not receive the message “Install complete” but will receive a message that the user will be emailed when the installation is complete.

 

 

 

Step 2: Configure the Remote Site Settings permissions

You will need to configure remote site settings. An entry in the Remote Site Settings is required to grant remote access to the iLinc servers:

 

If you have an existing iLinc site:

1.      Click Setup at the top of the Salesforce interface.

      

2.      In the Salesforce navigation column on the left, under Administration Setup, expand the Security Controls option and select Remote Site Settings.

3.      Click New Remote Site to enter remote site parameters.

4.      Provide Remote Site Name (cannot contain spaces or punctuation)(Example: companyilincsite)

5.      Provide Remote Site URL (e.g. https://mysite.ilinc.com).

6.      Make sure the option for “Disable Protocol Security” is UNCHECKED.

7.      Click Save.

 

 

If you do not have an existing iLinc site and will be creating a Trial site on step one of the iLinc Setup tab, click the link in the text that reads, “Don’t have an iLinc site? Click here to create a trial.“

To enable communication between Salesforce and the iLinc site, add the IP Address range below by going to Setup, Security Controls, Network Access.  Select the “New” button and add the following IP address range.

-   Start IP Address Range:        72.44.196.128

-   End IP Address Range:       72.44.196.255

 

 

 

.

 

 

You will need to modify the Event settings in two places.  First, customize Page Layout by adding a custom field and two new sections to display iLinc event URLs and the iLinc for Salesforce session settings.  Second, add a Visualforce page to override the default New Event page. (The New Event override does not replace the standard Salesforce New Event page but modifies the retURL information to allow for additional settings to be set when creating iLinc for Salesforce integrated Events.)

Customize Event Page Layout

1.      Click Setup at the top of the Salesforce interface.

2.      In the Salesforce navigation column on the left, under the App Setup section, click Customize to expand the list of all user interface items that can be customized.

3.      Click Activities to expand its customizable items.

4.      Click Event Page Layout

5.      Click Edit to the left of the Event Page Layout to customize (You may have multiple page layouts to customize if you are using Enterprise or Unlimited edition).

6.      Click and drag the Section item from the edit panel to the desired location within the Page Layout (recommended positioning immediately after Calendar Details section). A Section Properties dialog box will display.

 

 

7.      Provide “iLinc for Salesforce” as the Section Name.

8.      Select 1-Column for the Layout option.

9.      Click OK to dismiss the dialog box.

10.  From the Fields items, Click and drag the Use iLinc for Event field to the iLinc for Salesforce section.

11.  For Professional Edition only: From the Fields items, Click and drag the iLinc Join URL field to either column of the Calendar details section.

12.  Click Visualforce Pages from list of the left of the edit panel at the top of the page.

 

 

13.  From the Visualforce items, click and drag the iLincEventURLs page to below the Use iLinc for Event field in the iLinc for Salesforce section.

14.  Click the Properties (wrench) icon to display the Visualforce Page Properties dialog box.

15.  Modify Height option to be 65.  Click “OK” to dismiss the dialog box.

16.  Click and drag the Section item from the edit panel to immediately below the iLinc for Salesforce section within the Page Layout. A Section Properties dialog box will be displayed.

17.  Provide “iLinc Session Settings” as the Section Name.

18.  For the Display Section Header On options, clear the checkboxes next to Detail Page and Edit Page.

19.  Select 1-Column for the Layout option.

20.  Click OK to dismiss the dialog box.

21.  Click and drag the iLincEventSection item to the newly created iLinc Session Settings section. Once over the new section, release the mouse button to drop it into the iLinc Session Settings section. Click the wrench icon in the upper-right corner of the iLincEventSection item to display the Visualforce Page Properties dialog box.

22.  Modify Height option to be 350.

23.  For the Show scrollbars option, select the checkbox.

24.  Click OK to dismiss the dialog box.

25.  Once finished, click Save in top left of the Edit section to save your changes.

26.  Repeat this process if you have multiple Event Page Layouts to customize.

 

 

NOTE: For Professional Edition only: See Appendix B for more information on using iLinc for Salesforce with Professional Edition orgs and additional configuration options.

Add Override for New Event Page

1.      Click Setup at the top of the Salesforce interface.

2.      In the Salesforce navigation column on the left, under the App Setup section, click Customize to expand the list of all user interface items that can be customized.

3.      Click Activities to expand its customizable items.

4.      Click Event Buttons and Links.

5.      Click edit next to the New Event label.

6.      On the Override Properties page, click the Visualforce Page radio button.

7.      Click the drop-down list and select iLincEventRouter.

 

 

NOTE: Only “iLincEventRouter” should be used in this context.

 

8.      Once finished, click Save to save your changes.

To implement the iLinc for Salesforce integration for the Lead, Contact, and Case Detail pages, you need to customize each Page Layout with a new section to display iLinc for Salesforce.

 

Note: If you are using Person Accounts in Salesforce in place of Standard Accounts and Contacts, the addition of the iLinc Personal Meeting Room section to the Person Account Detail Page in Salesforce is NOT supported. All other aspects of the integration are supported, though.

 

NOTE: If you are familiar with using Visualforce page overrides and would like to use that method instead, see Appendix A: Add Page Overrides.

Add Custom Page Layouts

1.      Click Setup at the top of the Salesforce interface.

2.      In the Salesforce navigation column on the left, under the App Setup section, click Customize to expand the list of all user interface items that can be customized.

3.      Click Leads to expand its customizable items.

4.      Click Page Layout.

5.      Click Edit link to the left of the Lead Page Layout to customize (You may have multiple ones you can customize if you are using Enterprise or Unlimited edition of Salesforce).

 

 

6.      Click Visualforce Pages from list of the left of the edit panel at the top of the page.

7.      Click and drag the Section item from the edit panel to the desired location within the Page Layout (We recommend placing it below the Additional Information Section). A Section Properties dialog box will display.

8.      Provide “iLinc Personal Meeting Room” as the Section Name (use “iLinc Personal Support Room” for Case Page Layout).

9.      Select 1-Column for the Layout option.

10.  Click OK to dismiss the dialog box.

11.  Click and drag the iLincLeadSection item to the newly created iLinc Personal Meeting Room section. Once over the new section, release the mouse button to drop it into the iLinc Personal Meeting Room or Support Room section.

 

NOTE: There are two Visualforce page items provided by the iLinc for Salesforce  application. They are iLincLeadOverride, and iLincLeadSection. Only the iLincLeadSection item should be used in this context. iLincLeadOverride and iLincContactOverride are not compatible with Professional Edition orgs.

 

12.  Click the wrench icon in the upper-right corner of iLincLeadSection to display the Visualforce Page Properties.

13.  Modify Height option to be 330; leave other options as is.

14.  Click OK to dismiss the dialog box.

15.  Once finished, click Save to save your changes.

16.  Repeat this process if you have other Lead Page Layouts to customize.

 

 

Repeat the above steps to add an iLinc for Salesforce section to the Contacts and/or Case page layouts.

 

Step 6: Configure Home Page Component

There is an optional Home Page Component providing links to Add iLinc Event and Event Attendee Detail page. Adding this component will allow you to run session attendance reports from your home page as well.

 

Add Home Page Component

1.      Click Setup at the top of the Salesforce interface.

2.      In the Salesforce navigation column on the left, under the App Setup section, click Customize to expand the list of all user interface items that can be customized.

3.      Click Home to expand its customizable items.

4.      Click Home Page Layouts.

5.      Click Edit link to the left of the Home Page Layout(s) to customize(There may be more than one you can customize).

6.      Select the checkbox next to iLinc for Salesforce.

7.      Click Next to continue to the next page.

8.      Click Save to save your changes.

9.      Repeat the above process with any additional Home Page Layouts you wish to customize.

iLinc for Salesforce Setup

The iLinc Setup tab allows your Salesforce application to communicate with your iLinc site.

 

From the Force.com Apps picklist at the top of the Salesforce.com interface, select iLinc for Salesforce.  Then click the iLinc Setup tab at the top of the Salesforce page to access the iLinc setup tabs.

 

Existing iLinc Site

1.      Provide your Site URL (e.g. https://mysite.ilinc.com).

2.      Provide the client ID assigned to you by iLinc. (e.g. 12345)

 

Note: You can find this number at the bottom of the e-mail that contains your Administrator Login Information.

3.      Provide an Admin Username and Password for your iLinc site.

4.      Enter a Salesforce Admin/API Username

5.      Enter a Salesforce Admin/API Password (Note: The Security Token needs to be appended to the Salesforce Admin/API Password if the iLinc IP Address range was not added to the Network Access as specified in Option 1 in the Configuration section.)

6.      Select an Environment

7.      Click Next to check the validity of the information provided and confirm your Salesforce application’s connection to your iLinc site.

Creating a Trial iLinc Site

1.       Fill out the contact form to submit your information to iLinc for a trial. A site will be created for you, and a customer service representative will reach out to you to confirm your information (via e-mail or phone, depending on the preference you enter) before activating the site.

2.      Enter a Salesforce Admin/API Username.

3.      Enter a Salesforce Admin/API Password.

4.      Select an Environment.

5.      Click Next to check the validity of the information provided and confirm your Salesforce application’s connection to your iLinc site.

 

Note: ensure that you have configured the remote site settings for using a Trial iLinc Site, per Step 2.

All available integration options are selected by default.

  

1.      Deselect any unwanted session types.

2.      For Professional Edition only: If using a Professional Edition org, ensure that the Enable Professional Edition compatibility option is selected.

3.      Specify if a leader should have access to all Salesforce Leads and Contacts or only the ones they own (default). When in an iLinc meeting, the leader will have the option of inviting others from within the session. One of the options allows the leader to invite existing users, which displays a list of Salesforce Leads and Contacts.

4.      Click Save.

 

Scheduled events can be set up to capture attendee information on the Join or Registration forms, which will be added to Leads or Contacts (or Person Accounts*) in Salesforce. Use this page to specify fields that should be included by default for all scheduled events.

 

NOTE:  First Name, Last Name, and E-mail Address are required for Salesforce.com integration. Company cannot be removed, but it can be set to hidden and/or not required. Salesforce will populate this field with “[NotProvided]”.  This is particularly useful if you are using Person Accounts in Salesforce. The event creator can remove any additional  fields on specific scheduled events.

 

* If your organization is using Person Accounts in place of, or in conjunction with, Contact Records in Salesforce, know that all references to Contact Fields (e.g. Name) also include fields for Person Accounts.

 

1.      Click New Field

2.      Enter an iLinc Display Name as you want it to appear on the Join/Register form

3.      Select a Contact Field Name to map to the contact record

4.      Select a Lead Field Name to map to the lead record

5.      Select the Required checkbox, if desired, to make the field required on the Join/Register page

6.      Select the Hidden checkbox, if desired, to make the field hidden on the Join/Register page

7.      Enter a Default value, if desired, to automatically populate the field on the Join/Register page

8.      Determine if you would like to use a picklist for that field (For more information about this features, please see Appendix E: Alternate Picklists).

9.      Click Save

 

The order the fields are displayed on the Join or Register pages is reflected by the order the fields are listed in the tab. Change the order by using the Up and Down links to change the order of the fields. Use the Del link to remove any applicable fields.

 

The email address of the registering/joining user is used to uniquely identify any existing Contacts or Leads within the Salesforce organization.

If an existing Contact or Lead is not found in the Salesforce organization, a new Lead will be created with the information provided on the Join or Register pages.

For existing contact or leads, only fields that are blank for the joining or registering user will be updated from the information provided on Join or Register pages.

 

 

Defaults for Personal Meeting/Support Rooms:

Separate defaults are available for a user’s Personal Meeting Room and Personal Support Room. Defaults for each type of room are set up globally on the iLinc Setup tab. These settings can then be customized for each user. The ability for users to modify their Personal Meeting/Support Room defaults can also be locked to prevent customizations from the global defaults.

 

 

The Default Attendee Fields includes a select list that switches between the following three options: Scheduled Event, Personal Meeting Room, and Personal Support Room. Selecting any of the options updates the page with the Attendee Fields for the selected option. This includes the option to lock the global defaults to prevent customization by other end users.

 

Lock defaults

If allowed, the user can modify their defaults for either the Personal Meeting Room or Personal Support Room by selecting the Edit My Meeting or Edit My Support Room respectively.  To ensure these defaults cannot be changed, be sure to check the ‘Lock Defaults’ box for the selected session type.

 

Using additional parameters on the query string, it is possible to automatically populate fields on the Join and Register pages using the long form of the Join/Register URL. The parameter for a given field is constructed using the iLinc Display Name and adding ‘sf_’ to the beginning. For example, an Attendee Field with an iLinc Display Name of “Industry” will be populated by the query string parameter “sf_Industry”. Any spaces contained in an iLinc Display Name will need to be removed. For example, “Lead Source” would become “sf_LeadSource”.

-   Sample Register URL:

http://mysite.ilinc.com/perl/ilinc/lms/register.pl?activity_id=pwsrvh&sf_LeadSource=Web

 

-   Sample Join URL:

http://mysite.ilinc.com/perl/ilinc/lms/join.pl?activity_id=pwsrvh&sf_Industry=Telecommunications

 

Access Appendix G: Populate Attendee Fields from the Join/Register URL to see an example of how this can be used to track where your webinar registrants are coming from (Lead Source).

 

Scheduled events include actions such as field updates to records, which you can use as triggers for Salesforce workflows or for reporting purposes. Use this page to specify actions that should be included by default for all scheduled events, personal meeting rooms, and personal support rooms.

 

NOTE: Tasks (Attendee History) and Campaign Members will always be created. If no status is specified in the Default Actions, the Salesforce default statuses will be used. The event creator can remove all actions from the list on specific scheduled events.

1.      Click New Action.

2.      Enter an Action Description.

3.      Select an iLinc Action that will trigger the new action (e.g, select Join to trigger the action when the user joins the session.)

4.      Select a Salesforce Field Name to be updated.

5.      Enter a Salesforce Field Value to post to the Salesforce field.

6.      Repeat as necessary.

7.      Click Save.

 

iLinc for Salesforce sends information to Salesforce for any iLinc session that is linked to Salesforce on the following actions.

·         Email:  iLinc sends an email to a user

·         Register: User registers for a session

·         Join: User joins a session

·         Leave: User leaves a session

·         Session Start: Scheduled session is started

·         Session End: Scheduled session is closed

 

Chatter

The iLinc for Salesforce integration takes advantage of Chatter, Salesforce’s collaboration application for the enterprise which allows users to connect and share information securely with people at work in real-time.

 

Select the checkboxes to permit Chatter to feed posts on the following iLinc for Salesforce Integration actions:

·         On Email Action: iLinc sends an email to a user

·         On Register Action: User registers for a session

·         On Join Action: User joins a session

·         On Leave Action: User leaves a session

·         On Session Start Action: Scheduled session is started

·         On Session End Action: Scheduled session is closed

NOTE: Chatter messages are posted based upon the iLinc Actions of the open room or scheduled session. For example: for a scheduled session with no Email iLinc Actions set, no Chatter messages for email actions will be posted.

 

 

Chat Logs

 

Two settings are available for chat logs: Public and Leader/Assistant. There are separate settings available for each of the following: Scheduled Events, Personal Meeting Room, and Personal Support Room.  Chat logs will be tracked in the iLinc event.  See below.

 

iLinc Setup Tab View

iLinc Session Settings Chat Logs View for a completed iLinc event

The advanced options tab controls functionality specific to certain areas of the iLinc for Salesforce.com Integration.  These options should only be adjusted if you have a specific need.

 

 

Ignore Salesforce User:

By default, any activity—email, registrations, or joins—performed by a Salesforce user—a user whose email address matches that of a Salesforce user—will not be logged. To ignore the Salesforce user and search in Contacts and Leads for a matching record enable this feature.

There are two options:

 

·         The ignore existing user checkbox – when active this will ignore any user found and use our normal method for finding either a contact or lead

·         Optional setting to specify an Account – this causes the system to look first for any contact linked to a specified Account. If the system doesn’t find a contact within that Account but finds either a contact or lead elsewhere that record will be used before creating a new lead.

 

Campaign Influence:

For information on what campaign influence is and how to activate the feature, refer to the Salesforce documentation: click the “Help & Training” link and search for “What is Campaign Influence.” For events with related campaigns, iLinc for Salesforce CRM can add campaign influence to any open opportunities of a contact’s linked account. For any attendee identified as a contact, the contact’s account is queried for any open opportunities and the related campaign is automatically added to each opportunity.

There are three settings for this feature:

 

·         None – No campaign influence is added for any activity

·         Existing Campaign – the related campaign is added to the opportunity but any campaign already designated as primary is maintained. If there is no existing primary campaign then the current campaign is set as the primary campaign.

·         Current Campaign – the related campaign is added to the opportunity and set as the primary campaign.

A Task (Open Activities/Activity History) is created in Salesforce for Email, Register and Join iLinc actions. The previously created Join task is updated with additional information for the Leave iLinc action. Both the Status and Priority for a task can be specified in the Actions tab for each type of action. Actions tab settings will default to the organization’s default settings, but can be altered for each scheduled Event. Setting a task’s Status to Completed adds the task to Activity History; setting a task’s status to any non-complete status like In Progress adds the task to Open Activities.

 

Result of above actions seen in activity history of Contact or Lead record

 

NOTE: For a user’s Personal Meeting Room and Personal Support Room, the Task’s status is always set to Completed and cannot be changed.

 

 

For any Event with an associated Campaign, iLinc Actions will create a Campaign Member or update the person’s Campaign Member Status (Example: Responded refers to someone who registered for the iLinc event).  These settings can be customized for each iLinc action on a per Event basis. 

 

Campaign Member status updated in campaign history of Contact or Lead record

 

Campaign Members also updated in Marketing Campaign

 

For any scheduled event, iLinc actions can be used to update fields (including custom fields) for the associated Task, Campaign Member, Contact, or Lead. Select the desired field from the Salesforce Field Name drop-down list and enter a value in the Salesforce Field Value field.

 

The following iLinc variables can also be specified in Salesforce Field Value:

 

Variable Name

Description

Data Type

Actions

{!now}

Current date and time based upon the user’s time zone

DateTime

All

{!today}

Current date based upon the user’s time zone

Date

All

{!userId}

Id of the user

String/Id

All

{!leaderId}

Id of the leader

String/Id

All

{!eventId}

Id of the event

String/Id

All

{!joinTime}

Date and time the user joined the iLinc session

DateTime

Join, Leave

{!leaveTime}

Date and time the user left the iLinc Session

DateTime

Leave

{!attendeeCount}

Number of attendees in the iLinc session

Integer

Leave

{!duration}

Length of time, in minutes, the user was in the iLinc session

Integer

Leave

{!durationMins}

Length of time, in minutes, the user was in the iLinc session

Integer

Leave

{!durationSecs}

Length of time, in seconds, the user was in the iLinc session

Integer

Leave

{!scorePercent}

Participant’s score as a percentage based on Max Score for the iLinc activity. Only applicable for Classes and Tests.

Integer

Leave

{!scorePoints}

Participant’s score as points for the iLinc activity. Only applicable for Classes and Tests.

Integer

Leave

Email Notifications

These options control whether to permit or suppress e-mail alerts or notifications related to actions or workflows. Selecting the checkbox next to the related action permits e-mail to be sent automatically based on the alerts related to the actions, or workflows triggered by iLinc session activities. In most cases, you will want this option turned on. However, if you use a third-party solution to manage your e-mail alerts, you may want to prevent iLinc from triggering its alerts automatically. In that case, clear the checkboxes next to the action you wish to suppress.

Chatter Notifications

The iLinc for Salesforce integration takes advantage of Chatter, Salesforce’s  collaboration application for the enterprise which allows users to connect and share information securely with people at work in real-time.

 

 

 

 

Depending on how the integration has been configured, the actions can result in a post to your Chatter feed:

·         On Email Action: iLinc sends an email to a user

·         On Register Action: User registers for a session

·         On Join Action: User joins a session

·         On Leave Action: User leaves a session

·         On Session Start Action: Scheduled session is started

·         On Session End Action: Scheduled session is closed

 

Managing Virtual Events

Webinars and other Virtual Events have become one of the most effective tools in a marketer’s arsenal. This form of communication provides the most value when it comes to lead generation and brand awareness for any organization. 

Real-Time Tracking

iLinc for Salesforce keeps your sales team up-to-the-second every step of the way. All e-mail communications (iLinc invitations, etc.), registration information, and data on when attendees join and leave the webinar are sent directly to Salesforce.com in near real-time.

-   Track e-mail communications

-   Follow chatter streams and discussion

-   Registration information

-   Real-time activity reports

Attach iLinc Sessions to Campaigns

When scheduling your iLinc Event within Salesforce, you can associate that event with a Salesforce campaign. Any activity on that session will then be written back to the appropriate Salesforce records so you do not have to hunt around for the information.  You can also leverage Salesforce’s Campaign Member reports to track registration and attendance. The Campaign Member Report is where the various attendee fields (for registration and joining) can be reported on and seen for each Lead or Contact.

Get Leads for New People

With iLinc for Salesforce, people who register for your webinars will be captured even if they were not the original recipient of the invitation. Upon registration or joining an iLinc for Salesforce Session, if an existing lead or contact record is not found, a new lead will be created and added as a campaign member (if the event is associated with a campaign).

Chatter

The iLinc for Salesforce integration takes advantage of Chatter, Salesforce's collaboration application for the enterprise which allows users to connect and share information securely with people at work in real time

Depending on how the integration has been configured, the actions can result in a post to your Chatter feed:

·     On E-mail Action: iLinc sends an e-mail to a user

·     On Register Action: User registers for a session

·     On Join Action: User joins a session

·     On Leave Action: User leaves a session

·     On Session Start Action: Scheduled session is started

·     On Session End Action: Scheduled session is closed

 

 

1.      When you create a new event in Salesforce, select the Use iLinc for Event option and click Save.  If you are doing a Recurring Series of Events, please review the section on Recurring iLinc Events.

 

 

Note: If you are using Salesforce to invite attendees, the Save and Send Invitation option from the Event Edit screen will send out a Salesforce invite, but will not include the iLinc Session information. The iLinc session details will be added to invites sent from the Event Detail Page.

 

2.      Click Save. The iLinc Session Settings screen appears. If this is the first time you have accessed the integration, you will have to click the Enable link. Once enabled, you will have access to the following:

-   Session URLs

-   Session Details Tab

-   Attendee Fields Tab

-   Attendee Detail Tab

-   Chat Logs Tab

-   Actions Tab

-   Save and Send Update

-   Edit iLinc Session

-   Host Event

 

Note: If you changed the Assigned To field in the Salesforce event to another user, the buttons are disabled until you click the lock icon in the upper-right of the panel. After clicking the lock, if the user has access to edit the Event and the fields and buttons will once again be active. If the user does not have access to edit the Event, the user will receive a message stating so. If the user does have permission to edit the event, the user will be able to edit the Session Details, Attendee Fields, and Actions, but the user can’t use Host Event because the user is not the leader, and the user can’t Edit iLinc Settings. Any advanced iLinc configurations done by a non-event owner have to be completed in the iLinc site.

 

3.      Within the Event Settings, choose the type of event you would like to run by selecting it in the Session Type drop-down.  

 

 

4.      Click Save. 

 

The screen will refresh, the links will populate, and the session details will populate if applicable.

Recurring iLinc Events

The iLinc for Salesforce.com integration supports recurring events and gives the user to ability to track participants to their unique sessions in a series and to edit the Session Details, Attendee Fields and Actions for each child recurring event. If no modifications have been made to a child recurring event, the series (parent) event’s settings will be used.

 

Creating a recurring event

 

Editing a single event within a series

 

From your Salesforce home page, select the event to edit. From the Event Detail page, select View Event tab (See red arrow). Next, choose Edit Event button and edit the event. Once you save your changes you will also need to select Save in the iLinc Sessions Settings Section.

Editing a Series

 

From your Salesforce home page, select the event to edit. From the Event Detail page, select View Series tab (See red arrow). Next, choose Edit Series button and edit the event. Once you save your changes you will also need to select Save in the iLinc Sessions Settings Section.

 

 

Calendar Series Edit  - VERY IMPORTANT! 

If you edit the calendar details of an existing recurring event, changes made to the events in the series after that change will require new events to be created, and all existing data around those sessions (including registration data and session join information) will be deleted.  Because of this, it is often better to create a new recurring series of events rather than editing and existing series and changing the dates.

 

iLinc for Salesforce integrated events display three links that a user can use for allowing registration/access to the virtual event. As existing Leads and Contacts register for your event, their activity history will be updated.  However, if someone registers who is not currently in Salesforce, iLinc for Salesforce will create a new lead.

 

 

Direct Join Link: This link is a direct join link into the session. Users will enter their information and then return immediately into session.

 

iLinc-hosted Registration Page: This link is to an iLinc created registration page that can be sent out via email (see below). Users will register via this page, and the join link for the session will be provided to them.

 

 

Registration Form (embed in your landing page): This link is to an embeddable form that can be used in your own website. You can create a web page with information on your up coming event and embed the form in the web page. (see below):

 

 

Example from iLinc’s website

 

New Lead Creation Logic

1.      Find all User, Contact, and Lead accounts that match based on e-mail address.

2.      When choosing between object types, the order of preference is: Users first, followed by Contacts, and lastly, Leads. If a match exists in an object type, it is used over a match in the subsequent object types (for example, a User match will be selected over a Contact match, which will be selected over a Lead match).

3.      If multiple e-mail address matches are found of specific object type, an attempt is made to match based upon First Name and Last Name (case-sensitive).

4.      If multiples still match, we go with the first in the list.

 

NOTE: Searching and preferring the User object can be disabled on the Advanced Options tab of the iLinc Setup page.

The Session Details tab allows you to input some quick information about your event:

 

 

-   Session Type Define the type of iLinc Session to run: Meeting, Learning, Webinar, Support, and Existing iLinc Activity (This allows a user to specify the encrypted ID of an existing iLinc activity see Existing Activity section).

-   Always Available: Instead of a Scheduled Time, the Session will remain open indefinitely.

-   Dial In Number Teleconference Number for the Session.

-   Participant Code Participant Teleconference Code for the Session.

-   Moderator Code Moderator Teleconference Code for the Session.

-   Video Enable Video for your Session.

-   Internet Audio If no teleconference information is entered, this option enables Internet Audio in lieu of Teleconference.

-   Internet Audio (listen only) If teleconference information is entered, this option enables listen only Internet Audio in addition to Teleconference.

-   Password Require a Password to join your Session.

 

Existing iLinc Activity

 

 

The iLinc for Salesforce integration includes the ability to integrate with existing iLinc activities, including recordings, documents, tests and survey activities, from within Salesforce as well as the ability to connect to Salesforce Events  from within the iLinc Communications Center. If you already have an existing iLinc activity that you would like to connect to a Salesforce event and would like to be able to specify Attendee Fields and Actions for this event/activity, follow these steps:

 

1.      Select Existing Activity.

2.      Enter an iLinc Activity ID in the iLinc Activity field.

 

View of Activity ID from My Sessions page in iLinc Communications Center (https://mysite.ilinc.com)

 

View from iLinc Session Settings – Session Details tab in Salesforce where you enter the Activity ID

3.      Click Save.

 

NOTE: The owner of the Salesforce Event must also be the leader of the iLinc Activity.

 

The following variables are also supported for Tests, which can only be integrated using the Existing Activity option.

 

{!scorePercent}

Participant’s score as a percentage based on Max Score for the iLinc activity. Only applicable for Classes and Tests.

Integer

Leave

{!scorePoints}

Participant’s score as points for the iLinc activity. Only applicable for Classes and Tests.

Integer

Leave

Salesforce Event ID

If you already have an existing Salesforce Event and would like to connect an iLinc activity to that event from within the iLinc Communications Center, follow these steps.

1.      Log into iLinc, where there will now be a non-required field labeled Salesforce Event ID when adding/editing an activity.

2.      Enter the Salesforce Event ID into the Salesforce Event ID field on the Activity Add/Edit page

3.      Click Submit.

 

NOTE: The Default Attendee Fields and Default Actions as specified in the iLinc Setup Tab will be used for the iLinc activity.

 

To get the Salesforce Event ID, follow these steps:

1.      After creating a Salesforce Event, click on the event to get to the Event Details page

2.      Look at the address bar for the URL (e.g.,https://na1.salesforce.com/04T800043085PT7?retURL=%2Fhome%2Fhome.jsp)

3.      Copy the ID (e.g. 04T800043085PT7)

Specify the fields that attendees will need to fill out when registering for an event. Scheduled events can be set up to capture attendee information that is added to Leads or Contacts. Use this page to specify fields that should be included by default for all scheduled events. The following fields are required and cannot be modified: First Name, Last Name, Email, and Company.

 

 

The order the fields are displayed on the Join or Register pages is reflected in the order the fields are listed in the tab. Change the order by using the Up and Down links to change the order of the fields. Use the Del link to remove any applicable fields. The email address of the registering/joining user is used to identify any existing Contacts or Leads within the Salesforce organization.

-   If an existing Contact or Lead is not found in the Salesforce organization, a new Lead will be created with the information provided on the Join or Register pages.

-   For existing users, only fields that are blank for the identified user will be updated with the information provided on Join or Register pages.

 

To add New Fields

1.      Click New Field

2.      Enter an iLinc Display Name as you want it to appear on the Join/Register form

3.      Select a Contact Field Name to map to the contact record

4.      Select a Lead Field Name to map to the lead record

5.      Select the Required checkbox, if desired, to make the field required on the Join/Register page

6.      Select the Hidden checkbox, if desired, to make the field hidden on the Join/Register page

7.      Enter a Default value, if desired, to automatically populate the field on the Join/Register page

8.      Repeat as necessary

9.      Click Save

 

Reset to Defaults:

The Reset to Default button restores settings to the global default state.

 

NOTE: Clicking the Reset to Defaults button on a child recurring event will reset to the series (parent) default instead of the global default.

 

 

Dependent Pick Lists

iLinc for Salesforce incorporates the dependent picklist functionality of Salesforce, displaying a set of picklists on the join/registration page where a dependent picklist automatically updates with available options based upon the selection in another picklist.

 

iLinc for Salesforce  leverages the built-in Salesforce dependent picklist functionality. After the dependent picklist and its controlling field have been set up in Salesforce, just add both the controlling field and the dependent field as attendee fields to the open meeting/support room or scheduled session. No further set up is required to utilize the dependent picklist.

 

Note: If both Lead and Contact objects specify a dependent picklist, only the Contact objects values will be displayed.

 

Scheduled events include actions such as field updates to records, which you can use as triggers for Salesforce workflows or for reporting purposes. iLinc for Salesforce sends information to Salesforce for any iLinc session that is linked to Salesforce on the following actions: Email, Register, Join, and Leave.

 

To add a New Action:

1.      Click New Action.

2.      Enter an Action Description.

3.      Select an iLinc Action that will trigger the new action (e.g, select Join to trigger the action when the user joins the session.)

4.      Select a Salesforce Field Name to be updated.

5.      Enter a Salesforce Field Value to post to the Salesforce field.

6.      Repeat as necessary.

7.      Click Save.

 

Reset to Defaults

The Reset to Default button restores settings to the global default state.

 

NOTE: Clicking the Reset to Defaults button on a child recurring event will reset to the series (parent) default instead of the global default.

Task (Activity History)

A Task (Activity History) is created in Salesforce for Email, Register and Join iLinc actions. The previously created Join task is updated with additional information for the Leave iLinc action. Both the Status and Priority for a task can be specified in the Actions tab for each type of action. Actions tab settings will default to the organization’s default settings, but can be altered for each scheduled Event.

 

NOTE: If you do not want the Task to automatically go into Activity History and remain open, the Salesforce Field Value should be changed from Completed to In Progress.

Task Owner

For Contacts, the owner of the task will be the owner of the Account attached to the Contact. If a Contact does not have an attached Account, the leader of the Event is used.

For existing Leads, the owner of the task will be the Owner of the Lead

For new Leads, the owner of the task will be the Owner/leader of the Event

Campaign Member & Member Status Values

For any Event with an associated Campaign, iLinc Actions will create a Campaign Member or update the user’s Campaign Member status. These settings can be customized for each iLinc action on a per event basis.

 

NOTE: Any Campaign Member Status values specified on the Actions tab that do not exist in the Campaign Member Status Values list in an associated Campaign’s Advanced Setup page will NOT be added when the iLinc Session Settings are saved. Any custom Campaign Member Status must be manually added on the associated Campaign’s Advanced Setup page.

Update Contact & Lead fields

For any scheduled Event, iLinc actions can be used to update fields for the associated Contact or Lead. Select the desired field from the Salesforce Field Name list box and enter a value in the Salesforce Field Value field. The following variables can also be specified in Salesforce Field Value:

 

Variable Name

Description

Data Type

Actions

{!now}

Current date and time based upon the user’s time zone

DateTime

All

{!today}

Current date based upon the user’s time zone

Date

All

{!userID}

ID of the user

String/ID

All

{!leaderID}

ID of the leader

String/ID

All

{!eventID}

ID of the event

String/ID

All

{!joinTime}

Date and time the user joined the iLinc session

DateTime

Join, Leave

{!leaveTime}

Date and time the user left the iLinc Session

DateTime

Leave

{!attendeeCount}

Number of attendees in the iLinc session

Integer

Leave

{!duration}

Length of time, in minutes, the user was in the iLinc session

Integer

Leave

{!durationMins}

Length of time, in minutes, the user was in the iLinc session

Integer

Leave

{!durationSecs}

Length of time, in seconds, the user was in the iLinc session

Integer

Leave

{!scorePercent}

Participant’s score as a percentage based on Max Score for the iLinc activity. Only applicable for Classes and Tests.

Integer

Leave

{!scorePoints}

Participant’s score as points for the iLinc activity. Only applicable for Classes and Tests.

Integer

Leave

 

 

Attendee Reports:

Attendee information is tracked for each iLinc-enabled event. The attendee information can be view in two places: the Attendee Detail tab and the iLincEventAttendeeDetail Visualforce page.

 

Attendee Detail tab:

The Attendee Detail tab displays summary information for Attendee Count, total Registered, total Attended, and the Average Duration of those that attended the event.

 

 

Event Attendee Detail page:

The Event Attendee Detail page displays a summary of all iLinc-enabled events that have attendee detail. Clicking on the event name will display detail of the selected event. There are two select lists at the top of the page to filter the list by Leader and Event. This report can be accessed from your Salesforce Home page if you added the iLinc-for-Salesforce section to your Home page in Step 6 of the configuration process.

 

 

 

 

 

 

Campaign Member Reports in Salesforce:

 

Salesforce gives you the ability to build many types of reports, including Campaign Member Reports.

 

If you create an iLinc activity that is associated with a Salesforce Campaign, the Campaign Member status will be updated for attendees who register and attend the iLinc activity.

You can run a Campaign Member Report in Salesforce to pull your data on your iLinc activity registrants and attendees.  The report can be made to include any data that exists within the Lead or Contact records.

Chat Logs

The Chat Logs tab allows you to access all saved public chats for a session.

Select a chat log from the select list and click View.

The chat log is displayed in the text area below. An option to export the chat log to PDF is located in the upper-right of the tab.

For Leader/Assistant chat logs, a Task/Activity History is made for the user performing the chat with the Leader/Assistant.

The chat log is placed in the Comments section of the Task/Activity History.

If you would like to make changes to the iLinc session configuration, the Edit iLinc Session button allows you to access those features. The available options are separated into the following sections: Key Information, Security, Content, and In-Session.

 

 

Key Information

-   Teleconference: Session will use a Conference Bridge.

-   Internet Audio: Session will use Internet Audio (VoIP).

-   Teleconference and Internet Audio: Session will use a Conference Bridge with a listen-only Internet Audio option.

-   Attendee Photographs Only: Session will display Photos for floor holder.

-   Video: Live Video Session will include an option to display user video (if available).

-   Restricted Leader (Meeting Only): Select this option if you want to limit the ability of the floor holder to initiate a share of another attendee's machine. If an attendee’s screen needs to be shared during the meeting, only the attendee can initiate it.

-   Leader (Meeting Only): Select this option to give the session leader control over the meeting. In this type of session, the leader must pass the floor to a participant before he or she can control content.

-   Anyone (Meeting Only): Select this option to give each participant in the meeting equal control. This allows participants to take the floor when they want to control content.

-   Salesforce Event ID See the Existing Activity section below.

 

Security

-   Password/Verify password: Type a password if you would like to password-protect the session, and then type it again to verify it. You will need to distribute the password to invited participants before the session.

-   Join Message: Type a text message that will appear when participants join the session.

-   AES Encryption: Secure the session with AES Encryption

-   Allow participants to join anonymously: Select this check box to force users to join anonymously. The leader and assistants will not be anonymous within the session.

-   Allow Public Chat for Participants: Select this check box to allow Participants to chat using the Public tab with anyone else in the session.

Content

Select the type of content and click Add. The content will be accessible on the content window in your session.

 

In Session

-   Sharing Settings: Select an option that sets the bandwidth and default color that best suits your session.

-   Start Page: Content that is displayed on the start page when attendees join the session.

-   Synchronized Web Browser Home Page: Defines the initial URL that launches when the Synchronized Web Browser is opened.

-   Auto-Launch Web Page on Exit: Defines a page that can be launched as attendees leave a session.

-   Advanced Session: Establish interface settings for attendees (leader, assistant, and participants) and features of your session. Determine what information or panels are displayed to your attendees and how they can interact with them during the session. These settings can be reset by clicking Reset All to Default at the end of the section.

The iLinc Client is the virtual room in which you collaborate and communicate during an online session. The Client is a small piece of software that is automatically installed on your computer when you join a session.

 

If this is the first time you are joining an iLinc session, the iLinc Client software will install when you click the Host Event button. Depending on the settings established by your site administrator, you may need to download and install to your temp directory either a Java application or an ActiveX control. To complete the installation, accept the prompts as presented.

When you first create the Salesforce Event with the iLinc for Salesforce option selected, you must click Save to initialize the iLinc session.

 

 

 Once the iLinc Session has been saved, you have access to the Join and Register Links:

-   Join Link: This link will allow attendees to immediately join the session. 

-   Register Link: This link will require registrants to register for the session before receiving the join information.

Save and Send Update

Allows you to save changes to your session and, if needed, send out updated information to all invited attendees.

 

 

 

Inviting Attendees

 

When creating an iLinc event you can invite attendees directly. When doing so you will be sending them a personal join link to join your session. If you require registration, you will need to send your attendee(s) one of the registration links outlined in section Session URLs.

 

Here are the steps for inviting an attendee directly:

 

  1. Select “New Event”.
  2. Select “Use iLinc for Event” option
  3. Click the “Add to Invitees” link next to the name of the Attendee to be invited if you are creating your event from the Open Activities section in a Contact or Lead record.

 

  1. If you are inviting multiple attendees, scroll to the bottom of the  Event Edit page and select the “Add Invitees” option listed under “Invite Others:” to directly invite any additional attendees through Salesforce (important: To invite other attendees directly through Salesforce, they must be listed as a User, Lead or Contact record).

  1. Select “Save” (Do NOT select “Save & Send Update” yet).
  2. Finish setting up iLinc event as outlined previously.
  3. Select “Save & Send” in the “iLinc Session Settings” section.

 

This process will create your iLinc activity and send a direct invitation to the attendee(s) to join your session for the date and time it is scheduled.

Personal Meeting Room for Leads, Contacts, and Cases

Marketing executives are driven to minimize sales cycles by providing alternatives to meaningful customer interaction like web and video conferencing. With iLinc for Salesforce, you can leverage the power of two best-of-class technologies to increase the effectiveness of your sales organization:

-   Easily launch and manage virtual sales meetings from the Salesforce.com interface

-   Track progress with opportunities through automatic updates to Activity History for Leads and Contacts

-   Use video conferencing to make one-on-one sessions and Sales Team meetings more effective

After your Web meeting, iLinc creates an Activity History item for each attendee, detailing when they joined and how long they stayed.

 

Each user must perform a onetime enabling of their meeting room:

1.      Click the Leads or Contacts tab in Salesforce.

2.      Select a Lead or Contact.

3.      In the iLinc Personal Meeting Room section of the page, click Start using your personal meeting room now.

 

 

NOTE: If you have an existing iLinc user account (based on the e-mail address of your Salesforce.com user account), you will be prompted to enter your iLinc password. If you do not have an account, one will be created for you on the iLinc site. Your iLinc administrator will be able to review the new account information later, if you need it.

iLinc Green Meter

The iLinc Green Meter, an automatic calculator inside iLinc web conferencing software that tracks reductions in CO2, cost and travel accrued by meeting online rather than traveling is great for demonstrating ROI or fulfilling corporate green initiatives.

YOUR PICTURE

Users have the ability to add a photo to display in the virtual session:

1.      Scroll down to the iLinc Personal Room Section

2.      On the Your Picture section, click the Upload Picture icon.

3.      The Upload Picture Window appears. Click Browse and choose your picture file.

4.      Click Upload.

5.      Use the X in the top right corner to close the upload window.

6.      If you need to remove your picture, click the Remove  icon.

 

Note:  For best results, use 176 x 144 pixels. You may use JPG, GIF, PNG images, with a maximum file size of 5000 KB.

Edit My Meeting

1.      Scroll down to the iLinc Personal Room Section

2.      Click Edit My Meeting.

3.      Make changes.

4.      Click Save Changes.

5.      Click Back to Contact or Lead.

Schedule A Meeting

iLinc sessions can be scheduled from a variety of locations within Salesforce.

1.      Ensure that the Use iLinc Session checkbox is checked.

2.      Schedule the session as you normally would.

3.      Click Save.

4.      Fill out the Session Details tab.

5.      Review the Attendee Fields tab and make adjustments as necessary.

6.      Review the Actions tab and make adjustments as necessary.

7.      Click Save.

 

For more information on scheduling a Session or Event, please review the Managing Virtual Events section.

Join Meeting

To launch your personal meeting room, click the Host Meeting with… link.  This will automatically launch your iLinc personal meeting room and send an email to the Lead or Contact’s email address. 

 

If you do not want an email invitation sent to the Contact/Lead, make sure to clear the Send Email on Join checkbox.

Inviting Others to Your Meeting

1.      Click Invite Others to Meeting.

2.      Search for the contact you wish to invite and click Go

3.      Check the box next to the name of the contact you wish to invite

4.      Click Insert Selected

5.      Click Send Invite

6.      Close the box once all contacts have been added

Quick Settings

-   Video: allows the use of webcams in the user’s virtual meeting room.

-   Internet Audio: allows the use of internet audio in the user’s virtual meeting room.

-   Password: requires the user and all participants to enter a password when they enter the virtual meeting room.

Change My Meeting (or Personal Support Room) Attendee Fields and Action Defaults

If the administrator has not locked the option users can modify their defaults for either the Personal Meeting Room (or Personal Support Room) by selecting the Edit My Meeting or Edit My Support Room respectively.

 

1.      Scroll down to the iLinc Personal Room Section

2.      Click Edit My Meeting.

3.      Select the appropraiate tab

4.      Update Attendee Fields and/or Actions

5.      Click Save.

 

 


 

Task (Activity History)

A Task (Activity History) is created in Salesforce for Email, Register, and Join iLinc actions.

 

 

The previously created Join task is updated with additional information for the Leave iLinc action. The Comments field will display all attendees as well as the duration of the session. Both the Status and Priority for a task can be specified in the Actions tab for each type of action. Actions tab settings will default to the organization’s default settings, but can be altered for each scheduled event.

 

 

NOTE: For a user’s Personal Meeting Room and Personal Support Room, the task’s status is always set to Completed and cannot be changed.

 

Enable your iLinc Support Room (Cases)

Each user must perform a onetime enabling of their support room.

1.      Click the Case tab in Salesforce

2.      Select the individual you wish to provide support for

3.      In the iLinc Personal Support Room section of the page, click Start using your personal support room now link.

 

NOTE: If you have an existing iLinc user account (based on the e-mail address of your Salesforce.com user account), you will be prompted to enter your iLinc password. If you do not have an account, one will be created for you on the iLinc site. Your iLinc administrator will be able to review the new account information later, if you need it.

Edit Your Support Room

1.      Scroll down to the iLinc Personal Room Section

2.      Click Edit My Support Room.

3.      Make changes.

4.      Click Save Changes.

5.      Click Back to Case.

 

Join Your Support Room

1.      Click Host Support Room with…

 

NOTE: If you do not want an email invitation sent to the Contact assigned to the Case, make sure to clear the “Send Email on Join” checkbox.

Inviting Others to Your Support Room

1.      Click Invite Others to Meeting.

2.      Search for the contact you wish to invite and click Go.

3.      Check the box next to the name of the contact you wish to invite.

4.      Click Insert Selected.

5.      Click Send Invite.

6.      Close the box once all contacts have been added.

Appendix A:  Add Page Overrides

1.         Click Setup at the top of the Salesforce interface.

2.         In the Salesforce navigation column on the left, under the App Setup section, click Customize to expand the list of all user interface items that can be customized.

3.         Click Contacts to expand its customizable items.

4.         Click Buttons and Links.

5.         Click Override to the left of the View label.

6.         On the Override Properties page, click the Visualforce Page radio button.

7.         Click the Content Name drop-down list and select iLincContactOverride (Only iLincContactOverride should be used in this context).

8.         Once finished, click Save to save your changes.

9.         Repeat the above steps to add an Override page including the iLinc for Salesforce integration to the Lead and/or Case View pages.

Appendix B: Professional Edition Known Issues

Due to the limitations of the Professional Edition of Salesforce, some features of iLinc for Salesforce require additional configuration or are not available.

 

The following require additional configuration:

-   iLinc Setup page – Integration Options tab – The Enable Professional Edition compatibility checkbox must be selected when using a Professional Edition org.

-   iLincEventURLs Visualforce page - In order to use the iLincEventURLs Visualforce page, add the iLinc Join URL custom field to the Event page layout (The iLinc Event URLs formula field will not work without the addition of the iLinc Join URL custom field to the page layout).

-   Task: Session Duration – In order to  use Task:Session Duration in the iLinc Actions tab to populate the duration field, add the Session Duration custom field to the Task Page Layout (NOT the Event Page Layout).

           

The following are not supported:

-   Lead and Contact Override pages (Case Override page is supported)

 

Appendix C: Uninstalling iLinc for Salesforce

Before removing the iLinc for Salesforce application, you must first remove all Layout Section and Page Overrides.

Removing the Event components

These instructions should be used when removing the page overrides for Leads, Contacts, Cases, and Activities-Event. Before uninstalling, you must remove all iLinc for Salesforce components from the Event Layout and Event Buttons and Links pages.

1.      Click Setup at the top of your Salesforce page.

2.      Expand Customize on the left hand navigation column under App Setup.

3.      Expand Activities on the left hand navigation column under Customize.

4.      Click Event Buttons and Links on the left hand navigation column under Leads.

5.      On the Buttons and Links page, click Edit to the left of the section labeled New Event. On the Override Properties page change the radio button from Visualforce Page to No Override (use default) and then click Save.

6.      On the Event Page Layouts page, click Edit to the left of Event Layout.

7.      Scroll down to the iLinc for Salesforce section.

8.      Click the X in the upper right corner of the iLinc for Salesforce section.

9.      Scroll down to the iLinc Session Settings section.

10.  Click the X in the upper right corner of the iLinc Session Settings section.

11.  For Professional Edition Only: Click the X in right corner of the iLinc Join URL field.

12.  Click Save.

Removing the Overrides

These instructions should be used when removing the page overrides for Leads, Contacts, Cases, and Activities-Event. Before uninstalling, you must remove all the Overrides for the iLinc Salesforce integration.

1.      Click Setup at the top of your Salesforce page.

2.      Expand Customize on the left hand navigation column under App Setup.

3.      Expand Leads on the left hand navigation column under Customize.

4.      Click Buttons and Links on the left hand navigation column under Leads.

5.      On the Buttons and Links page, click Edit to the left of the section labeled New Event. On the Override Properties page change the radio button from Visualforce Page to No Override (use default) and then click Save.

6.      Repeat steps 1 through 5 for Contacts, Cases, and Activities-Event.

Removing the Layout Sections

These instructions should be used when removing the Layout Section for; Leads, Contacts, and Cases. Before uninstalling, you must remove all the Layout Sections for the iLinc Salesforce integration.

1.      Click Setup at the top of your Salesforce page.

2.      Expand Customize on the left hand navigation column under App Setup

3.      Expand Leads on the left hand navigation column under Customize

4.      Click Page Layout(s) on the left hand navigation column under Leads

5.      On the Page Layout(s) page, click Edit to the left of Lead Layout

6.      Scroll down to the iLinc Personal Meeting Room

7.       Click the X in the upper right corner of the iLinc Personal Meeting Room

8.      Click Save

9.      Repeat steps 1 through 8 for both Contacts and Cases.

Removing the Integration

1.      Click Setup at the top of your Salesforce page.

2.      Click View Installed Packages on the left hand navigation column under App Setup

3.      On the Installed Packages page to the left of the iLinc for Salesforce, click Uninstall.

4.      Scroll to the bottom of the page and check the box next to Yes, I want to uninstall this package and permanently delete all associated components.

5.      Click Uninstall

Appendix D: Uninstalling an Existing iLinc Salesforce Integration

If you have a version of iLinc for Salesforce installed that is older than Version 2, follow these steps to remove before installing a new version:

1.      Click Setup at the top of the screen

2.      On the left, click View Installed Packages under App Setup

 

Note: The steps in Appendix D DO NOT need to be followed with Version 2 or newer. Instead, you should install the new package on top of the existing one.  The following steps may vary slightly based on prior integrations you have installed

 

3.      Click Uninstall to the left of the iLinc Marketing integration.

4.      When prompted select the check box and confirm, “Yes” when prompted to uninstall the app package.

5.      On the Installed packages list, again, click Uninstall next to the iLinc Sales Integration.

6.      Based on your installation, this will display a list of custom links that have to be removed from the Contacts and Leads pages before un-installation can be completed; make note of the necessary items, remove them, then return to this page and uninstall.

Appendix E: Alternate Picklists

Below is the screenshot of the Attendee Fields tab with the Picklist field for State:

 

 

The “Picklist” column has been added to the interface where the Object and Field of the picklist can be specified. The Picklist field is in the format Object:Fieldname; in the case above it is “Lead:StateList__c” for Lead object and StateList__c custom field set up as a picklist.

 

The settings above result in the following register/join page:

 

 

The purpose of this is to allow you to use an “alternate” picklist that you have created in Salesforce to take the place of a text field that Salesforce normally mandates you to use.  A common use case is with states.  Salesforce mandates the state (for address) field be a text field, but this process allows you to use a picklist instead for the ilinc registration form.  The selected item in the registration form picklist will then be populated in the text field in Salesforce.

Appendix F: Upgrading iLinc for Salesforce

 

After installing the new package for iLinc for Salesforce, the client needs to go to the iLinc Setup page and click the Save button.

This communicates the version number to iLinc so that iLinc can communicate appropriately with each version of the package.

iLinc for Salesforce customers that have Professional Edition

1. Go to Application Setup, click on Create, then select Objects

1. Select iLinc Setup

2.  Edit the page layout (there will only be one in Professional Edition)

3.  Double-check that all of the fields below are somewhere on the page layout to ensure you are on the right version of the integration, then select Save.

 

Appendix G: Populate Attendee Fields from the Join/Register URL

 

Using additional parameters on the query string, it is possible to automatically populate fields on the Join and Register pages using the long form of the Join/Register URL. The parameter for a given field is constructed using the iLinc Display Name and adding ‘sf_’ to the beginning. For example, an Attendee Field with an iLinc Display Name of “Industry” will be populated by the query string parameter “sf_Industry”. Any spaces contained in an iLinc Display Name will need to be removed. For example, “Lead Source” would become “sf_LeadSource”.

Scenario

A marketing team is planning a New Product Webinar and would like to promote the event to the prospects.  They plan on doing this via an email and by having a landing page on their website with a registration form to sign up for the event.  In both cases, they want to have Salesforce create a new lead when that prospect registers for the event (This is an automated process with iLinc for Salesforce). Also, they would like to populate the lead with information on how that lead registered (Lead Source). 

 

1.      Create an Event in Salesforce with the Use iLinc for Event option checked.

2.      Click Save.  The Salesforce Event Detail Screen appears. Notice the iLinc Session Settings options. Choose the type of iLinc Session you would like to use:

1)       Meeting

2)       Class (Learning Event)

3)       Webinar

4)       Support Room

5)       Existing Activity (if you are integrating to an existing iLinc session or activity)

 

Set other Session Settings like Teleconference Information and Video Options

 

iLinc Session Settings

Salesforce New Event Screen

 

Salesforce Event Detail Screen

 

3.      Under iLinc Session Settings, ensure that the field you wish to auto-populate is one of the available attendee fields (During the iLinc for Salesforce installation, default attendee fields can be added).  If it’s not you can add it for this particular event by clicking New Field. 

For our scenario, the field that will be populated is the Lead Source field. Because it is being auto-populated via the registration link it is set as Hidden so it does not display as part of the registration fields.

If you want a default field populated automatically with the same value, you can add an Attendee Field, set it as Hidden, and add the value to the Default Value field.

 

 

DID YOU KNOW? At this point, you might also want to take advantage of iLinc for Salesforce Actions.  Here you can specify actions that can be used to initiate Salesforce workflows when users register for the event, receive an invitation, join the event and when they leave the event.

 

 

 

4.      Once you have reviewed the Session Details, Attendee Fields and Actions, click Save.  Now that the session has been saved, you can edit the registration links that were created for the event in order to auto-populate Salesforce attendee fields during registration.

 

 

To accomplish this you will need to add additional parameters on the query string.  The parameter for a given field is constructed using the iLinc Display Name and adding ‘sf_’ to the beginning. For example, an Attendee Field with an iLinc Display Name of “Lead Source” will be populated by the query string parameter “sf_LeadSource” (any spaces contained in an iLinc Display Name will need to be removed).

The following examples demonstrate how each one of these can be used:

·         iLinc-hosted Registration Page:  https://sf-65demo.ilinc.com/register/vxwhfsj

 

·         Registration Form (embed in your landing page):  https://sf-65demo.ilinc.com/perl/ilinc/lms/register.pl?activity_id=vxwhfsj&iht=1

 

Example 1: Send out an email with a link to the iLinc-hosted Registration Page 

 

1.      The marketing team is going to send this email out via a mass email and would like the Lead Source field to be populated “email” if someone clicks this link to register for the webinar.  They use the iLinc-hosted Registration Page URL and add “email” as the Lead Source:

 

https://sf-65demo.ilinc.com/register/vxwhfsj?sf_LeadSource=email

 

Upon receiving the email and clicking the link, the customer receives the following registration page (notice this is an iLinc generated webpage with the registration form).

NOTE: This page will match the branding of your organizations iLinc site.

 

iLinc-hosted Registration Page

 

2.      Customer Ann Greenwood completes the Form and clicks Submit.

 

 

3.      Ann receives her registration information. Ann is added to Salesforce as a lead and the lead source on her lead record is set to “email”.

 

Lead Record for Ann Greenwood

 

 

 

Example 2: Embed the Registration field on a Website 

1.      The marketing team creates a landing page on the website where people can register for the webinar.  They use the Registration Form (embed in your landing page)URL and add “Website” as the Lead Source:

https://sf-65demo.ilinc.com/perl/ilinc/lms/register.pl?activity_id=vxwhfsj&iht=1&sf_LeadSource=Website

2.      Using an i-frame, they embed the registration form into a customized landing page that has information about the webinar.

Registration Form

3.      Prospect Paul Thomson completes the registration form on the landing page.

4.      Paul receives his registration information. He is added to Salesforce as a lead and the lead source on his lead record is set to “Website”.

 

 

Appendix H:  If using “No Access” in Salesforce Profiles.

If you select No Access for any of the Salesforce user profiles during the installation process, your Salesforce users with those profiles will currently not be able to select the “New Event” button to create Salesforce events.  They will get an “Insufficient Privileges” notification.  This is because you are now using a visual force page override in the New Event button and the “No Access” security setting removes their privileges to use that button.  To resolve this issue, you will need to go to each profile in Salesforce (that you selected “No Access” for), click on the profile and scroll down to the “Enabled Visualforce Page Access” section.  Select the “Edit” button.  Look in the “Available Visualforce Pages” section and find the visual force pages for ILNC_sf.iLincEventRouter and ILNC_sf.iLincEventPostRouter and move them over to the “Enabled Visualforce Pages” section and select “Save”. 

 

Depending on the number of profiles you have, this process can be lengthy.  We recommend that you select “iLinc User” for your profiles (except for System Administrator who gets “Full Access”).  If you are using iLinc’s Named User licensing model, only those Salesforce Users who have iLinc user accounts will be able to use the integration anyway.

Workflow Sample:  Set a Reminder to Follow up after a Scheduled iLinc Session

This workflow will trigger a notification for the owner of a contact or lead to follow up with the attendee of a scheduled iLinc session one week after the session. Additionally, the options below will create one task in the activity history to track the attendance and duration for the session.

 

Note: You launch scheduled iLinc sessions by clicking Schedule a Meeting from the iLinc Personal Meeting Room sections of the lead or contact record, or by clicking New Event from your Salesforce.com home page. When you click Host Meeting with… from the contact or lead record, you are launching an instant session using your default room, which tracks the completed event in the record’s activity history but does not use the iLinc Actions.

 

The following options are available on the Actions tab for the Event or Default Actions on the iLinc Setup Tab:

By changing the Task Status on Join to ‘In Progress’, the activity is held open until closed later on the Leave action:

 

Action Description: Join Task Status

iLinc Action: Join

Salesforce Field Name: Task: Status

Salesforce Field Value: In Progress

 

When the session closes, iLinc will update the activity with duration and set the Status to Completed. These are iLinc default settings. If they have been changed, you can add the following actions to the event actions:

 

Action Description: Leave Task Duration

iLinc Action: Leave

Salesforce Field Name: Task: Session Duration

Salesforce Field Value: {!duration}

 

Action Description: Leave Task Status

iLinc Action: Leave

Salesforce Field Name: Task: Status

Salesforce Field Value: Completed

 

For this example, we assume on the Task record you have added ‘iLinc Session’ as a value on the Type picklist. This is not a requirement, but we find it a useful criterion for workflows and reporting.

 

Note: You may want to add the Session Duration field to your Task page layout(s). This custom field is included with the iLinc for Salesforce integration. This will allow users to review the number of minutes spent in any scheduled iLinc Meetings.

 

On joining, you can add an action to set the Task Type to be ‘iLinc Session’ to correspond to your picklist value. This associates the session activity to the event because the event history is stored as a task rather than in the event record.

 

Action Description: Join Task Type

iLinc Action: Join

Salesforce Field Name: Task: Type

Salesforce Field Value: iLinc Session

 

Create your workflow as follows:

Object

Task

Description

Set a reminder to follow up on an iLinc Session one week after the meeting.

Evaluation Criteria

When a record is created, or when a record is edited and did not previously meet the rule criteria.

Rule Criteria

(Task: Session Duration greater than 0) and

(Task: Type equals iLinc Session)

Immediate Actions

Task: Follow Up on Your iLinc Session

 

Create your task using the following criteria, making any adjustments to suit your needs:

Task: Follow Up On Your iLinc Session

 Object: Task

Assigned To:  Assigned To [Type: Owner]

Status: Not Started

Priority: Normal

Subject Follow Up on Your iLinc Session

Due Date: Rule Trigger Date + 7 Days

Notify Assignee: True

Workflow Sample: Set Duration-based Follow-on Tasks after an iLinc Webinar

This workflow will trigger two different tasks after an iLinc session to follow up based on how long the attendee stayed in the session. Use this for events such as webinars where you want to vary the response based on how long the person stayed in the session.

 

Note: This workflow requires the use of Campaigns, which may not be available in Professional Edition; however, you could create duration-based workflows for Activities. If you are using Professional Edition and do not have Campaigns, you can contact Salesforce to request them.

 

For this workflow, we added to the Campaign Member record type, a custom field, Event Duration that we will use to track time spent in the webinar. We also added the same field to the Campaign Member page layout.

 

Next, we added a new action to the iLinc Action tab for the Event. (You could also add this action to the Default Actions tab in iLinc Setup to make it standard for all sessions that use campaigns.)

 

Action Description: Leave Campaign Duration

iLinc Action: Leave

Salesforce Field Name: CampaignMember: Event Duration

Salesforce Field Value: {!duration}

 

The last items to set up are two e-mail templates: one that will notify the record owner that the member left early and another to notify the record owner that the attendee stayed longer.

 

Create your workflow as follows:

Short Attendance Workflow

 

Object

Campaign Member

Description

Send an e-mail alert to notify the record owner that someone left the webinar early.

Evaluation Criteria

When a record is created, or when a record is edited and did not previously meet the rule criteria.

Rule Criteria

(Campaign Member: Status equals Attended) and

(Campaign Member: Event Duration less than 15)

Immediate Actions

Email Alert: Attendee Left Early

 

Add the appropriate e-mail template to your alert and select Owner: Record Owner for the Recipient.

 

Long Attendance Workflow

 

Object

Campaign Member

Description

Send an e-mail alert to notify the record owner that the campaign member stayed for most of the webinar.

Evaluation Criteria

When a record is created, or when a record is edited and did not previously meet the rule criteria.

Rule Criteria

(Campaign Member: Status equals Attended) and

(Campaign Member: Event Duration greater than 29)

Immediate Actions

Email Alert: Attendee Stayed the Course

 

Add the appropriate e-mail template to your alert and select Owner: Record Owner for the Recipient.

 

Note: You could send e-mail alerts to the campaign member based on the length of time they attended the webinar. Using Campaign Member status is convenient because there is one common e-mail field whether they member is a contact or a lead. For the Recipient Type, select Email Field: Email. Keep in mind that the e-mail From Name and Reply to address will be defined by the Salesforce Administrator or API User Information, defined in iLinc Setup on the Setup tab.

 

Workflow Sample: Campaign Member Dashboard

Utilizing a dashboard within Salesforce for campaigns can make reporting on the status of attendees a lot easier. By displaying a dashboard for events based on the Campaign Member Status, it is possible in just one glance to see how many people are registered for an event as well as how many actually attended.

 

First, a campaign report needs to be created:

  1. From the Reports tab, click Create New Custom Report
  2. From the Select the Report Type drop-down list, select Campaigns: Campaigns with Campaign Members

 

NOTE: This is the most critical step as this is the choice you have to make to get the member status data

 

  1. Click Next.
  2. For report format, select Matrix
  3. For Row Headings, select Subtotal by Campaign Name; for Column Headings, select Subtotal by Member Info: Member Status
  4. For Summary, select Record Count
  5. Don’t worry about Selecting Columns or Order Columns
  6. On Select Your Report Criteria, under View, either select All active campaigns, or Select a campaign as appropriate
  7. Use the Advanced Filters to select specific campaigns to exclude or include
  8. Under Advanced Settings, clear the Show Report Details checkbox
  9. Run the report
  10. Click Save As, and save the report so it can be found later

 

This report shows Member Status by Campaign, which can then be used to drive the Dashboard:

 

  1. Under the Dashboards tab, click Go to Dashboards List
  2. Click New Dashboard
  3. Click Add Component
  4. For Component Type, select Chart
  5. For Custom Report, select the name of the report created previously
  6. Select a Chart Type that shows the data desired - Vertical Column – Grouped works well for this report

 

NOTE: There is a certain amount of variation available at this step. Try one chart type and then add a new component with a different chart type, but running from the same report in order to see which chart type works best.

 

  1. Click Save, or Save & New

 

An example graph can be seen below:

 

 

After an event occurs, you can view this same dashboard to easily see how many attendees actually attended versus those that registered/responded but never joined.

 

To see exactly which attendees did not join, you can view the Campaign Member list and look at each member’s status. A report can be created to allow this information to be viewed without having to look at the Campaign Member list.

 

Utilizing the robust functionality available within Salesforce, you can determine who gets access to this dashboard and/or any report developed based on Campaign Members.