Salesforce Agent Scripting App (Beta)

Zingtree makes is easy to do agent scripting right inside Salesforce – both with Classic and Lightning. Please note that this is a beta version.

Here’s how to set up the app:

Installing the App in Salesforce

Click this link to install the package into your Salesforce account.

Follow the prompts that Salesforce provides.

Customizing the Case Layout

Case layouts (or other object layouts) can be set up in both Classic and Lightning. The following shows how to set up Case Layouts. 

For Lightning

You can have your agent script decision tree appear right inside the Case Layout screen. Here’s one way to display it:

Here’s how to setup the layout:

1. In the Lightning, go to Setup, Platform Tools, Lightning App Builder, and click edit by the Case Record page.

2. At Page, Tabs, click Add Tab.

3. You’ll see a new tab called “Details”. Like this:

4. Click on Add Components Here.
5. Pick Visualforce from the Components List on the left side.

6. Pick Zingtree Page from the list of Visualforce page names on the right side, and set the height and label. like this:

7. You’ll want to rename the tab label from “Details” to “Agent Scripting”, or something similar. Click on “Details”, and edit the tab label like so:

8. Click Save to finish updating your Case Layout.

For Salesforce Classic

The Zingtree Agent Scripting App can be included as a collapsible section on the Case Layout page, or any other object type page.

Your decision tree becomes a collapsible section in your Case Details page, like so:

Here’s how it’s set up on a Case Layout page:

1. Go to Setup, Build, Customize, Case Layouts, and click Edit on the Case Layout.

2. Drag a new Section into your Case Layout page where you want the Zingtree script to appear (via Fields, Section):

3. Click the Section Properties, and give the section one column, and a name like so:

4. From the top, locate Visualforce Pages, Zingtree Page, and drag this into the new Section:

5. Set the Properties of the Visualforce page for 800 pixels height (recommended), and set Show scrollbars, like so:

6. Save the case layout.

Setting Up Field Mapping

When launching a Zingtree decision tree, you can have fields from your Salesforce case/object sent to Zingtree as variables. Changing these values in the decision tree cal also update the case record.

The key to variable mapping is to make variables in Zingtree that begin with sf_ , and that match the Salesforce field names. Both standard and custom fields are supported.

To start, view  your field names from the Case Fields screen in setup, under Build, Customize, Cases, Fields:

For Standard fields, use the Field Name column. In the example below, the value of the Description field in the Salesforce object will be sent to Zingtree as the variable sf_Description.

Custom fields appear below the standard fields. You use the API name as the field name. In this example, if your tree has a variable called sf_ZingTree__Product__c, the Salesforce field Product would be sent along. Here’s how the Custom fields appear in Salesforce:

Updating the Salesforce Case or other Objects from Zingtree

See this article for setting up the Salesforce Object Updater from Zingtree