This article explains the process to install the Serviceaide Intelligent Service Management app in Salesforce. With this integration you view, create, and update Intelligent Service Management (ISM) tickets directly inside Salesforce. This gives your sales, marketing and customer success teams the ability to monitor a customer's support tickets directly from the Account page inside Salesforce.

How to Install the Serviceaide Intelligent Service Management app in Salesforce

Important Note

Serviceaide is currently working through the formal Appexchange approval process with Salesforce. The app may not be available in the Appexchange store and you can reach out to the Serviceaide support team at https://support.serviceaide.com or support@serviceaide.com to request a temporary link to download it.

To install ISM in Salesforce, you need to perform the following steps:

Step 1: Installing Salesforce App

Login to Salesforce Appexchange with your Salesforce credentials.
Type Serviceaide or Cloud Service Management in the Search

Select the app and click Get it Now

Click Install in Production or in Sandbox

Depending on your requirement, you can choose to install ISM for everyone or only for the Administrators. You can also choose specific profiles to whom ISM tickets must be displayed.
Confirm the installation after agreeing to the terms and conditions, Continue with the Installation, You will be redirected to the Log in window to log in to your corresponding Salesforce account.

Verify the Installation complete message.

Step 2: Configuring ISM

After the installation is complete, you will be redirected to the Installed Packages page.

Click Configure to configure the Serviceaide Package

On the left panel, from the Administrators menu, click Security Controls> Remote Site Settings

Create a new remote site and specify the information about your ISM account such as URL and Name and then save.
Enter your ISM URL and credentials to configure your account.
Select to Allow Edit Worklog, if all users need the option to add worklog
Select the columns to hide from the ticket section

Step 4: Creating Page Layouts

Click Setup.
On the Build menu, navigate to Customize> Accounts> Page Layouts.

In the layouts listed, click Edit next to Account Layout.

2. Drag and drop Section present in the Account Layout window, below Address Information as shown below

3. Name the section as Serviceaide Tickets and specify the layout

4. Now, drag and drop ServiceAide Tickets available under Visualforce Pages on the newly created section.

5. Click the Save button in the Account Layout window.

Now, in your Account page, you can see the tickets created in ISM by your Accounts.

To view or edit the ticket, click on the individual ticket Number, the Ticket will open up in another tab.
Select the Ticket to add a worklog comment from Salesforce to the ticket.
Click New Ticket to create a new ticket for the account in ISM.

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