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Service Cloud Add-On Install Guide

  • What is the GridBuddy service cloud add-on?
  • Installing the service cloud add-on
    • Prerequisites
    • GridBuddy for service cloud installation steps
  • Post-install instructions
    • View package contents in the grid tab
    • Add grids tab to your default view
    • Set up editable related lists on Salesforce record detail pages
    • Customize grids to add the fields and filter conditions you want
  • What’s Included
  • Support

What is the GridBuddy Service Cloud Add-On?

The GridBuddy Service Cloud Add-on is a starter pack for GridBuddy that includes grids and page layout components for streamlining Salesforce Service Cloud use cases. Once installed, each grid can be modified to match your unique requirements.

Installing the Service Cloud Add-On

Prerequisites

You must have GridBuddy Unlimited version 3.21 or higher installed in the target org. To see what version of GridBuddy you are on – go to Setup > Installed Packages > GridBuddy.

Installing the Service Cloud Add-On
Prerequisites

To install the latest version of GridBuddy – go to the GridBuddy Unlimited AppExchange listing. If you already have an older version of GridBuddy Unlimited installed – just install over your existing version and the upgrade to the new version will run automatically keeping your existing grid configurations intact.

To install the latest version of GridBuddy - go to the GridBuddy Unlimited

GridBuddy for Service Cloud Installation Steps

 

To start the add-on installation, go to www.appbuddy.com and click on the “GridBuddy for Service Cloud” link on the home page.

This will prompt you to log in to Salesforce. Use the credentials for the org you want to install into.

Click “Continue”.

Click Continue

Click “Next”.

Click Next

Choose the appropriate Security Level and click “Next”. We recommend granting access to all users, which will grant all user profiles permission to access the GridBuddy add-on by default. You will still manage access to the GridBuddy app by assigning licenses after the install.

Choose the appropriate Security

Lastly, click “Install”.

Lastly, click Install

When the installation completes – you will see a success screen.

When the installation completes - you will see a success screen

Post-Install Instructions

View package contents in the Grids tab

After installing the Managed Package – your new grids will appear in the GridBuddy “Grids” tab. To see this, select GridBuddy for Service Cloud from the application dropdown on the top right and then click on the “Grids” tab.

After installing the Managed Package

This will show you a dropdown list of all the grids included in the add-on. A new folder called “Service Cloud” will be added to the list that shows, and this folder is assigned by default to all profiles. You can adjust access by profile permission by following the steps outlined in the “Manage Folders” section of the user guide.

This will show you

Add Grids tab to your default view

We recommend adding the Grids tab to your default view for the easiest end-user access to the grids. To do this, go into your Service Cloud view, click the “+” sign on the tabs toolbar, and then click the “Customize My Tabs” button.

Add Grids tab to your default view

Find the “Grids” tab in the “Available Tabs”, add it to the “Selected Tabs”, then click Save.

Add Grids tab to your default view

In addition to the Grids tab, you can surface grids to users in other ways such as adding a custom web tab or a custom link. To set up these types of integration, please follow the steps in our user guide:

Set up editable related lists on Salesforce record detail pages

GridBuddy for Service Cloud comes pre-packaged with editable related lists that can be added to Salesforce record detail pages.

Set up editable related lists on Salesforce record detail pages

These editable related lists are Visualforce pages that can been added to relevant page layouts as page layout components. GridBuddy for Service Cloud comes packaged with 4 of these pre-built Visualforce pages for the following objects:

  • Case – GBAddOnCaseRelatedInclude – Edtiable related lists for Case record detail page.
  • Account – GBAddOnAccountTabbedGridServiceCloud – Tabbed related lists for the Account record detail page; relevant to Service Cloud use case.

Follow these steps below to add a Visualforce page as a component on a Salesforce record detail page. This example demonstrates the steps for Account but you can follow the same steps to add these pages to the Opportunity, Contact, and Lead embedded grids.

First, go to a specific Account record detail page and click “Edit Layout”.

First, go to a specific Account record detail page and click Edit Layout

Select the “Visualforce Pages” option and drag a new Section onto the page layout.

Select the Visualforce Pages option and drag a new Section onto the page layout

Name the new section whatever you’d like, make sure it has a “1 column” configuration, then click OK.

Name the new section whatever you'd like, make sure it has a 1 column configuration, then click OK

Now drag the “GBAddOnAccountTabbedGridServiceCloud” Visualforce page into the new section you’ve created.

Now drag the Visualforce page into the new section you've created

Now click the wrench on the right-hand side of the Visualforce page to adjust the properties.

Now click the wrench on the right-hand side of the Visualforce page to adjust the properties

Change the default height to 610. This will ensure the grid fits into the view. Make sure “Show scrollbars” and “Show label” are de-selected (the Visualforce page renders these automatically).

Change the default height to 610

After you save the page layout – you will see the embedded Account grids reflected on the page.

After you save the page layout - you will see the embedded Account grids reflected on the page

Note: if you already installed the Service Cloud add-on, you could choose the GBAddOnAccountTabbedInclude.page include instead, edit either page to include missing grids/tabs, or edit the grids either page to incorporate the attributes of the other page’s grids.

Customize grids to add the fields and filter conditions you want

All grids on the GridBuddy for Service Cloud Add-on utilize standard fields that are available in any Salesforce org. As an Administrator, you also have the ability to customize the pre-packaged grids to include the objects and fields that are specific to your use case (both standard and custom).

To edit a grid as an Administrator, load the grid in the “Grids” tab – then click “configure”.

To edit a grid as an Administrator, load the grid in the

This will take you into the Grid Wizard – our 3-step process for creating and modifying grids.

Note:Changes you make in the Grid Wizard will take affect for all users.

What’s Included

Service Cloud folder grids

  • Open Cases – Status is not Closed.
  • Closed Cases – Status is Closed.

Visualforce Pages

  • GBAddOnCaseRelatedInclude – Editable related lists for Case detail page.
  • GBAddOnAccountTabbedGridServiceCloud – Tabbed related lists for the Account record detail page; relevant to Service Cloud use case.

Support

For questions about GridBuddy for Service Cloud, please contact us at support@appbuddy.com