Service Cloud: SOSBuilding a Concierge-like Experience into any Mobile App

Ian Livingstone (@ianlivingstone)

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High-Touch Service in Your Mobile App

Embedded SOS button Video Chat Screensharing and Agent Annotations

Power of an SDK

Create New Experiences using the SOS SDK that revolutionize the way you build relationships with your customer.

Customize the look and feel to make the experience feel native to the application.

Capture and provide any context to the agent to make building and maintaining the customer relationship easier than ever before.

Available for iOS and Android

Creating a Concierge Experience

Configuring Service Cloud

Agent can access a Presence Status that includes SOS Session objects

A queue has been created for SOS Session’s objects with the routing configured

Agent has been assigned an SOS license and can pull work from the queue. Omni and SOS

Widget’s added to console

Create an SOS Deployment

Configure Session Recording Details

Enable Two-Way Camera

Choose Storage Option

Enable Session Recording

SOS Deployment

Queue

Session created for a deployment

Deployment pushes session into a Queue

Omni-Channel pulls from the Queue and pushes to the next available Agent

Org - Demo

Integrating SOS

Including the SOS Framework

1. Initialize a Podfile in your applications repository using pod init in your project’s root

2. Add our CocoaPod repository as a source to your Podfile source ‘https://github.com/CocoaPods/Specs.git’source ‘https://github.com/goinstant/pods-specs-public’

3. Install the pods into your project using pod install inside your project’s root

4. Open the workspace to ensure new project settings and dependencies are included

Update Project Settings

1. Enabled background mode inside the capabilities section of your application build settings

2. Enable Audio and AirPlay mode allowing SOS to continue a call when the application is backgrounded or the phone is put to sleep

Add SOSContainerView to the StoryBoard

1. Add a View Controller at the beginning of your storyboard as the initial view controller

2. Set the custom class to SOS Container View Controller

3. Create a custom segue between the new view controller and the former initial view controller

4. Set the identifier as SOS identifier and customer class to SOSSegue

Add Button to the Navigation Bar

1. Add UIBarButtonItem to the Navigation Bar of the Shoes Collection View Controller

2. Set the Image of the UIBarButtonItem to our desired icon

3. Add IBAction and IBOutlet to our Browse Shoes Collection View Controller for the button and it’s action

4. Assign references from our storyboard to the newly added IBAction and IBOutlet

Wiring it up

1. Include SOS into the Collection View Controller header file

2. Create an SOS Options object with our organization, deployment and LiveAgent pod details.

3. Start the SOS Session using the SOSSessionManager singleton startSessionWithOptions method

4. Handle the error through the completion block to catch any errors when we attempt to the start the session

Customizing the Experience

Hiding the SOS Button

1. Implement SOSDelegate protocol for the CollectionViewController class

2. Implement stateDidChange method to conform to the SOSDelegate protocol

3. Hide the button when the state is not SOSSessionStateInactive by updating the rightBarButtonItem property of the navigationItem for our view controller.

Customizing the Messaging and Annotations

1. Acquire references to SOSUIComponents and SOSScreenAnnotations via the uiComponents and annotations getters on the SOSSessionManager singleton

2. Use setters on uiComponents to set your custom messages such as setAlertText, setConnectMessage, and setDisconnectMessage

3. Customize line width and color via the setLineWidth and setLineColor methods on the SOSScreenAnnotations instance

Session Manager Container View Controller

UI ComponentsScreen

AnnotationsAgent View

Session Controls

SOS Camera

Customize through setters and delegates

Customize through setters or replace

entirely

The Road Ahead

Epic Functionality Embeddable Service SDKs for SOS, Knowledge Base, Case Mgmt and Live Chat

Smart Configure & Customize the customer experience. Maintain brand consistency

Simple Easily drop Service SDK into your app with only a few lines of code

Introducing the Service SDKEmbedded Mobile Service Is Here

Thank you

Resources● https://developers.salesforce.com - SOS Documentation● https://www.salesforcesos.com - SOS Developer Hub● CocoaPods